Shabana S.

Experience

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  Wintech International

  Apr 2000 - Nov 2000

  Jr Software Engineer

  Worked on sales and services modules of motor garage company software project.

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  Nathan Ark Software Pvt. Ltd.

  Nov 2000 - Dec 2000

  Programmer

  Worked on a building construction company software project.

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  SEACOM | Il tuo partner per l'Open Source | Società benefit

  Jan 2001 - Mar 2001

  Software Engineer

  Worked on developing a point of sales product.

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  EGain Corporation

  Mar 2001 - Aug 2005

  Led modules in the product for technical design, implementation, and mentoring. Served as SME for the Unified Agent Console–common agent interface. Developed new features in the existing Mail product Resolved customer issues with the Mail product. Functioned as point of contact for the team.

  • Software Engineer

    Jan 2003 - Aug 2005

  • Application Engineer

    Mar 2001 - Jan 2003
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  EGain Corporation

  Sept 2006 - Jan 2012

  Team Lead - Product Engineering

  Led teams in developing products from design to delivery, including a Chat product and Offers product. Developed real-time assignment of Chats, communication between agent and the customer, supervision of on-going chats, and reports for agent productivity and service metrics for the Chat product. Developed designing of offers, tracking of customer activities and display of offers on web sites for the Offers product. Worked both on and offsite to accommodate clients with implementation of the Mail and Chat products. Facilitated delivery of eGain's product suite, eService 8.0 and 9.0. Employed Java, J2EE, Javascript, Restful web services, SQL server, Oracle DB technologies. Achieved recognition for customer orientation, project and people management skills. Show less

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  EGain Corporation

  Aug 2014 - Feb 2019

  Administered a partner success initiative of eGain’s OEM product for Cisco, including defining and implementing the initiative, stabilizing the product, adding value to the customer, and creating upsell opportunities for federated and full knowledge. Supported partners across product implementation and enhancement. Filled a gap when support teams lacked skills to respond to implementation queries for customers; demonstrated knowledge and communication aptitude when responding to partner’s questions and obtaining appropriate solutions; skilled efforts resolved delay issues and increased partner’s confidence in eGain. Implemented processes to increase trust in eGain’s Cisco product; built relationships with the customers to understand customer’s concerns, expediated issues through Cisco and eGain’s support, and educated customers on the value of their existing investment (Adoption, retention) Satisfied customer purchased additional product (expansion) Show less

  • Partner/Customer success

    May 2018 - Feb 2019

  • Solutions Architect - Consulting

    Feb 2017 - May 2018

  • Solutions Architect - Professional Services

    Aug 2014 - Jan 2017