Sithara A.

Customer Support Area 1. Level 2 Customer Support for business-Clients in US/UK - Responded to Emails, Phone Calls & Chats for Billing software Application ‘Advocator System’ by LSG 2. Experience in logging calls with Ticket Management tolls like Agiloft or Enterprises Wizard. Clients Handling 3. Monitor the support to the Clients & make sure the quality in time. 4. Monitor the Client Escalations, follow up, update the Support team members & Make sure to resolve the issues in time adhere to the SLA. 5. Expert in Client Escalations. 6. Coordinate with other teams to resolve the issues on time. 7. Served as an escalation point to Team Leaders, Support Managers & Client. 8. Suggested Change requests in Software functionality based on the Client requirements & suggestions. Team handling area 9. Coordinated, Supervised daily, weekly & Monthly productivity & quality reports of Customer support Executives in Support team. 10. Provided Feedback on team & monitored the performance & Customer satisfaction 11. Ensured adherence to Standard policies, SLA, service quality & Procedures. Market Research Area 12. Lead Generation for business 13. Contact new leads & help them to register/add in business. Documentation Area 14. Assisted Support Manager in achieving overall objectives in creating/prepared reports (Excel & word) based on the client requirements with quality & consistency in Time. 15. Expert in Excel (tools like Pivot Table, V lookup up etc), Word & PowerPoint. 16. Maintaining and modifying training documents, Help Documents & FAQ Documents for Live system & new system. 17. Lead collection to expand the business, enter the details in Database & help to register them in the client portal. 18. Participated & Maintaining documents for ISO-9001:2008 and ISO-27001 audits Monitor & Supervise the team about the quality of service.

Mortgage underwriting Insurance & Invoice data processing Bill review