Senior Technical Support at Genpact (2023-03 – Present)
Technical Support for dealership management systems (DMS) to dealers and vendors.
- Provide technical support for dealership management systems (DMS) to dealers and vendors.
- Utilize SQL (DBeaver) to extract, analyze, and interpret database logs to assist in resolving technical issues.
- Manage and track support tickets using JIRA and Salesforce, ensuring timely resolution within Service Level Agreements (SLAs).
- Conduct API testing with Postman to validate integrations and troubleshoot data flow errors between vendor systems and DMS applications.
- Use the company's internal tool IA to extract, analyze, and verify critical dealership data for troubleshooting and reporting purposes.
- Collaborate with internal development and escalation teams to resolve software bugs, performance issues, and integration failures.
- Maintain documentation of technical solutions, standard operating procedures, and known issues to support continuous improvement efforts.
- Ensure high standards of customer satisfaction by focusing on First Call Resolution (FCR), low Average Handling Time (AHT), and detailed follow-ups.
- Provide user training and guidance to dealership staff on DMS functionalities, software updates, and best practices.
Senior Process Associate at Verity Global Solutions LLC (2021-09 – 2023-02)
Desktop IT Support - Application and Infrastructure support with focus on maintaining high quality levels in operations.
- Worked in Application and Infrastructure support
- Adept in maintaining high quality levels in operations and ensuring adherence to all quality parameters and procedures as per norms
- Generation and reconciliation of reports
- Provide solution to client queries
- Handling queries in efficient way and increase productivity
- Investigate and resolved customer complaints to faster satisfaction
- Understanding customer needs at the basic level of IT related issues within business scopes.
Senior Process Associate at Cognizant technology solutions (2016-09 – 2019-06)
US mortgage process - IT Support and Client Support
- Generation and reconciliation of reports Providing solution to client queries related to process Optimization of process and focus on consistent improvement
- Understanding customer's needs in base level of IT related issues
- Identified modifications to processes and procedures that would promote better efficiency.
- Assessed products or services to evaluate conformance with quality standards.
Senior Process Associate at Cognizant technology solutions (2020-07 – 2021-03)
US mortgage process - Data Transactions & Client support
- Worked on Mortgage process for lending US Company Met month-end reporting objectives and deadlines.
- Identified and resolved process issues to drive optimal workflow and business growth.
