Experience

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  Wipro

  Oct 2016 - Sept 2018

  Senior officer

  Provided accurate and appropriate information to the customer andhelped them through activation of their modem. Cross-skilled and provided floor support. Promoted as QA (Quality Analyst) for the process.Assisted the customer with their broadband modem, troubleshoot themodem during installation if it runs into error.Participated in team meetings and knowledge sharing sessions,contributing expertise and insight to improve overall support effectiveness.Assigned as SME to a team of 16 member, assisted with on boarding withprocess and did QA to make sure the team follows the best practices. Show less

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  Veritas technologies llc

  Oct 2018 - Aug 2020

  Licensing specialist

  Acted as the first point of contact for global customers and partners for inquiries, requests, and issues related to Veritas products and services.Resolved incident tickets efficiently while adhering to SLA guidelines and escalation procedures.Performed troubleshooting using the Knowledge Base and escalated technical issues to appropriate support departments.Responded promptly to customer queries via calls, emails, web cases, and chats, ensuring high-quality service and satisfaction.Conducted root cause analysis for customer issues, following standard processes to support retention activities.Identified and escalated priority issues as per client specifications and redirected problems to suitable resources.Accurately processed and recorded customer interactions using tracking software.Proposed alternative solutions to retain customers and ensured follow-ups with scheduled callbacks.Maintained up-to-date knowledge of system information, updates, and changes. Show less

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  Snowflake

  Sept 2021 - May 2023

  Customer care representative (cloud support)

  Division: Global Support Department: Engineering Provide email, web, and phone-based end-user support to Snowflakecustomers and partners.Resolve general service administration requests for account access, billinginquiries, support access, feature enablement, and other inquiries.Assisted clients with their account related queries such as service levelchanges lock/unlock account and account activation. Handleddecommission request using SQL queries.Provided assistance with enabling billing UI and managed billing relatedinquires, including service level incident refunds, information updates,discrepancy inquires and invoice request.Perform authentication checks of user so they have proper authorization toaccess the data.Managing access of users. Proving password reset service to the use.Perform MFA (Multi Factor Authentication) bypass.Provided Technical support for clients in transferring their accounts fromAWS to GCP/AZURE. Account administration including account creation and updates.Maintained all escalation procedures as detailed in the Service LevelAgreement (SLA). Promptly connected with customers through email andphone to help resolve their technical/non-technical queries.Account accessibility and account migration are completed by maintaining100% compliance.Well-versed with tools like monitoring, metrics, and reporting system,Snowflake Deployments, JIRA’s (to work with engineering team to resolvecore technical issues), Salesforce etc. Show less