Parin Mehta

Experience

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  Datafied

  Apr 2007 - Oct 2009

  Customer Service Executive

  A B2B (Business to Business) Process where the work includes to contact the Doctor offices and Hospitals and retrieve their Patient’s Medical Records for Insurance Purposes, after which a Quality Check was performed and after which the same were shipped to the clients.• Contacting the Hospitals and Doctor Offices in order to obtain the medical records of the patients.• Training the new employees on the process knowledge.Received Several Appreciations for my efforts and Proactive Approach towards tasks assigned to me. Show less

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  Mphasis

  Oct 2009 - Oct 2010

  Senior Technical Support Associate

  Monitor the Incidents Created for Each Issue and ensure the team works on the same in a timely manner to Maintain the SLA’s (Service Level Agreement).Notify the Analysts to work on their Incidents & Ensure that the SLA’s are not breached and the issues get resolved as per clients satisfaction. • Working as a prominent team member.• Involved in preparing Aging Report on daily basis to track the status of tickets created daily and its resolution time, in order to be able to track the exact time issue was reported and addressed.• Involved in Audit and reviews of the team members.• Providing team support actively as and when needed.• Handling the team in absence of the Team Lead.• Train the new employees as per the Quality Measures and Requirements pertaining to the process.Have been the top performer in Audits for Consecutive 3 Months. Show less

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  Allscripts

  Nov 2010 - Aug 2012

  Technical Support

  Providing technical support for network systems and related data communications technologies for a broad range of healthcare clients.• Working as a prominent team member.• Possess excellent troubleshooting skills to rapidly solve complex technical problems.• Working knowledge of Windows Servers 2003, 2008, AIX/UNIX and Windows 7.• Installing and Support of applications on AIX/WTS Servers and troubleshooting issues on a local PC regarding the application installed (FAT/THIN clients).• Installing scanners and its drivers• Windows terminal licensing issues• Take remote of client’s PC using SECURELINK and solving the issue or walk them through the troubleshooting steps.• Managing Active Directory environment (Password reset, User Profile changes, and Adding new users).• Capable of training and mentoring our technical staff.Achievements - Chosen as “Employee of the Month” for Aug 2011 for exemplary customer service and dedication.- Received the CLEAR certificate ‘In recognition of my outstanding contribution to Client Focus – Our most important value”- Received SPOT RECOGNITION award in the month of March 2012 in terms of Client appreciation. Show less

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  IBM

  Aug 2012 - Mar 2020

  Technical Support Professional - L2

  Providing technical and application support for Sourcing, Spend, Program Management and VSM management solutions to customers globally. To help enable procurement organizations drive improved performance, capture sustainable cost savings, mitigate varied risks, improve compliance and directly impact the bottom-line.• Giving access, roles, workflow to users under Spend Analyzer with problem-solving skills like Tabulations, Dimensions, etc.• Giving a workflow to clients globally on using Sourcing application regarding events like RFP, RFQ, RFI, Auctions (Reverse/Forward)• Implementing tests on test server setup before informing the client• Conducting WebEx with clients for know-how for global clients and solving the issue or walk them through the troubleshooting steps.• Assist clients with the new module VSM which is an integration of Sourcing-Spend-Contracts-SLM • Support clients on Calls and Emails.• Installations of core setup as per client setups at our end to test the issue and know the exact workflow of the client usageAchievements:1. eWall of Fame - Feb 2016- these are for individuals who have shown innovation or gone above and beyond in their role.2. Support Spotlight Award - September 2016- This is given to individuals for continuous focus for Client Success3. Support Spotlight Award - Jan 2016- This is given to individuals for continuous focus for Client Success4. Support Spotlight Award - September 2015- This is given to individuals for continuous focus for Client Success Show less

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  Acoustic

  Apr 2020 - Apr 2021

  Technical Support Professional - L2

  - Partner with Acoustic customers to resolve their issues quickly and effectively, from answering simple how-to questions to diagnosing complex software defects using knowledge of the platform and available resources, also acting as a Client Success and Support Specialist for Premium customers- Taking full ownership of technical issues and then analyse, investigate, troubleshoot, document and track support case status from first response to resolution. - Provide guidance, assistance and follow-up on customer questions. - Address customer cases with appreciation for business context/justification.- Handle incidents and client escalations, preparing management reports on Support Deliverables, managing resources & team trainings.- Work with other business units, including the Integration team, Operations, and Customer Success/Care, as required ensuring strong customer satisfaction.- Escalate relevant support cases to Level3/Engineering teams with appropriate input information and maintain ownership of support cases from escalation to resolution.- Serve as a subject matter expert on product’s features, functionality and usage. - Provide input into root cause analysis documentation. - Observe trends in customer cases, identify areas for improvement or initiate proactive measures. - With a focus on customer experience, simplify complex technical information to effectively communicate with the end user. - Prepare FAQs, upgrade notes, knowledge base articles and other support documents.- Maintain documentation on issue corrective actions in-line with best practice to ensure knowledge accessibility and continuous learning within team.- Follow guidelines, best practices and processes for case handling.- Training new joiners on the product and help them initially on case handling / product workflow with support guidelines.- Working with Tools Like Salesforce, Parature, JIRA, SQL-Developer, Webservices, Postman for APIs. Show less

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  Tata Consultancy Services

  May 2021 - now

  Project Manager

  Strong people management expertise of at least 4 - 5+ years in Escalation Management roles.Strong Experience in managing technical support professionals.Experience with support tools like Salesforce, JIRA, Freshworks, POSTMAN for XML API, SOAP AND REST APIs and phone systems like AWS, Microsoft Teams.Excellent written and verbal communication skills.Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.Continuously raises the bar on what defines customer service delivery.Self-motivated, takes initiative, assumes ownership and deep-dive into the issue till the solution with minimal supervision.Provide guidance, mentoring, training and delegate responsibilities to Support Professionals enabling their professional growth and developmentAbility to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, and Product ManagementDemonstrate strong work ethic and advanced organizational skillsAbility to develop and deliver creative business solutions or workaround for complex processesAbility to work on competing priorities under tight timelines and delivery pressures. Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. Manage key processes including FAQ analysis, case reviews, and customer feedback analysisAdvocate for customers and define ways to continually add value to the customer experience and meeting SLAs.Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support groupEmpower and install confidence in team members to enable them growWork as Escalation Manager on rotation or as per business needs handling customer escalations and priority issues Show less