Experience

VDB - Virtual Diamond Boutique

• United States
• Retail Luxury Goods and Jewelry
• 1 - 100 Employee

• Support Manager

  • Mar 2023 - Present

• Custom App Support Lead

  • May 2022 - Mar 2023

• Customer Success Lead

  • Sep 2020 - May 2022

  • Leading a team of Customer Success Representatives in their daily business managing and coaching them to evoke the best performance, quality, behavior, and collaboration standards• Working with clients directly on all levels like technical, support, and product• Understanding and synchronizing with the vision of the team to create and execute operational plans to drive the business goals, leveraging strategies and tactics across all necessary functions, including Customer Success, and Support Engineering• Collaborate with other cross-functional teams to enable CSRs to deliver on customer outcomes.• Serve as the primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution.• Prepare business & analytic reports by using Chartio.• Performing UAT for the bug tickets. Show less

• Sr, Software Engineer (Support)

  • Mar 2018 - Sep 2020

  Sr. Technical Support Engineer skilled in providing support and streamlining Technical Support with sound technical knowledge. Expertise in coordinating diverse teams to complete profile objectives. Organized and details oriented with a proactive and smart worker.Skills:- Proven high-quality service in compliance with SLA.- Hands-on and phone-based troubleshooting support of incoming issues via a ticketing system.- Incident analysis and resolution.- Detecting defects and providing workarounds.- Problem Management. - Escalation of long-running cases.- Creating and maintaining a Knowledge database. - Strong customer focus.- Interaction with business end-users at various organizational levels. - Great learning abilities in a changing environment. Show less



IKYA Human Capital Solutions - A Quess Company

• Gurgaon, India

• PLC Support Engineer

  • Aug 2017 - Mar 2018

  Deputed in Whirpool of India Limited, Taking care of FPY Project In Faridabad and Pune Plant. Deputed in Whirpool of India Limited, Taking care of FPY Project In Faridabad and Pune Plant.



Green Automation

• New Delhi Area, India

• Project Engineer

  • Dec 2014 - Sep 2017