Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Karishma Saigal

Melbourne

Summary

Dedicated and results-driven professional with a strong work ethic and a passion for enhancing customer and partner experiences through seamless software upgrade and release coordination. Skilled at navigating complex, cross-functional environments; collaborating with Product, Engineering and Customer Success to drive continuous improvement. Brings a proactive and detail-oriented mindset to optimise planning, communication, and documentation, ensuring efficient execution and elevated customer satisfaction throughout the upgrade lifecycle.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Senior Support Analyst

MYOB
09.2022 - Current
  • Provided expert technical support for MYOB’s Acumatica platform, resolving complex issues and ensuring a smooth user experience
  • Collaborated with cross-functional teams to investigate and resolve escalated incidents through detailed investigation.
  • Applied effective issue resolution techniques to maximize positive outcomes and enhance customer satisfaction.
  • Maintained strict compliance with data security standards while handling sensitive customer information.
  • Documented solutions and best practices in the internal knowledge base to support knowledge sharing and continuous improvement.
  • Fostered strong relationships with both customers and internal stakeholders through clear, professional communication and a collaborative, solutions-focused approach.
  • Served as the dedicated support analyst for a VIP client, building trust through consistent communication and tailored support strategies, resulting in a significant reduction in their case volume over time.
  • Assisted with team rostering to ensure consistent support coverage across shifts, maintaining service levels and minimizing response delays.

Customer Support Representative

MYOB
03.2022 - 09.2022
  • Managed first point of contact calls with professionalism.
  • Utilized CRM tools effectively to track customer interactions and maintain records.
  • Liaised with internal teams to resolve customer concerns, escalate issues.
  • Triaged incoming emails to make sure they got to the right team.
  • Trained new hires on procedures, and best practices in customer support roles.

Education

University of Buffalo, NY, USA

Skills

  • Problem resolution
  • Incident management
  • Software support
  • Stakeholder communication
  • Configuration management
  • Test environment management
  • Cross-functional coordination
  • Developing relationships
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking

Certification

  • MYOB Acumatica Implementer Certification - Level 1
  • MYOB Acumatica Implementer Certification - Level 2
  • MYOB Acumatica Implementer Certification - Level 3
  • Acumatica specialised certification, Wholesale Distribution: Foundation, Advanced & Masterclass
  • Project Management Foundations: Schedules (LinkedIn)

Timeline

Senior Support Analyst

MYOB
09.2022 - Current

Customer Support Representative

MYOB
03.2022 - 09.2022

University of Buffalo, NY, USA

Similar Profiles

CREATE PROFILE
Karishma Saigal