Experience

Sterling

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Specialist

  • Apr 2021 - Present

  India

• Technical Support Specialist

  • Mar 2019 - Present

  India ● Navigated database tables using phpMyAdmin and utilized SQL queries to retrieve data ● Constructed support tickets using JIRA via SalesForce for additional research by Technical Support and Development teams ● Analyzed XML submissions for invalid data received from various integrated internal and external systems ● Troubleshot technical issues on web-based SterlingONE platform ● Utilized Splunk and internal system logs in order to compare event timestamps ● Collaborated with… Show more ● Navigated database tables using phpMyAdmin and utilized SQL queries to retrieve data ● Constructed support tickets using JIRA via SalesForce for additional research by Technical Support and Development teams ● Analyzed XML submissions for invalid data received from various integrated internal and external systems ● Troubleshot technical issues on web-based SterlingONE platform ● Utilized Splunk and internal system logs in order to compare event timestamps ● Collaborated with various teams to ensure client-specific account preferences are configured properly for products including E-Verify, drug screening and other background screening/onboarding services ● Managed five person team in leadership's planned absence including client escalations and team work distribution ● Constructed instructional materials and trained offshore replacement team using Zoom software see less

• Senior Associate

  • Apr 2017 - Feb 2019

  India ● Prioritized tasks based on urgency and availability of call recipients ● Tracked multiple tasks simultaneously in internal systems and MS Excel ● Exercised professionalism on behalf of lenders ● Logged outbound telephone calls in SalesForce call tracking software



Wipro

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Customer Service Representative

  • Apr 2012 - Oct 2016

  India ● Joined Wipro pilot batch for Singapore Airlines. Have handled Reservations & Ticketing calls. ● Have managed different types of Queues related to waitlist confirmation, schedule change. ● Have handled flight delays in rebooking passengers misconnecting their onward connection International & Domestic. ● Arranging Hotel accommodation in case of long layover due flight disruption.