Shibin Jayaprasad

• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
• Organized daily workflow and assessed appropriate staffing to provide optimal service.
• Created customer support strategies to increase customer retention.
• Scheduled and attended meetings with clients and prospective clients as requested.

· Provide 2nd level support to all levels of Service and Implementation of the APS software specifically – PM (Practice Management) and CR (Corporate Register)

• Provide timely resolution to all support issues raised through calls and emails
• Close calls with sufficient, complete and accurate information within the SLAs
• Assist senior analysts and Team leaders with call analysis and educate junior analyst where necessary
• Attend and run product team meetings
• Review and communicate known issues to the Development team
• Support owner for the top 20 clients
• Assist with product testing where necessary
• Assist with creation, collation, publication and maintenance of training documentations and knowledge base articles
• Develop and maintain professional relationships with clients
• Installation of PM software and onboarding clients on PM Cloud
• Assisting with the fix of major Cloud issues in APS whilst collaborating with the Development team.

Achievements:· Trained new hire on level 1 support.· Supported two APS products – PM (Practice Management) and CR (Corporate Register)· Championing ACR software and APS Cloud product.· Assist with Testing of new PM and Cloud release.