AARTI PATANKAR
Sunnyvale,CA
Summary
Result driven and highly motivated individual with a proven track record of successfully leading teams to exceed goals and drive profitability. Skilled in strategic planning, process improvement and team development. Adept at handling complex and critical incidents and proficient in technical troubleshooting in a fast-paced competitive environment. Hardworking and motivated Customer Support Manager with 12 years of experience and record of success in CX industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
18
18
years of professional experience
Work History
Manager, Business Support
Integral Development Corp
Palo Alto , CA
05.2014 - 09.2023
- Leading a Global team Business Analysts across different time zones in Americas, EMEA and APAC providing technical support for FX products
- Responsible for maintaining a high level of Customer Satisfaction (CSAT) and continuously striving to improve customer satisfaction and user experience with product training and documentation updates
- Managing collaboration across cross-functional teams consisting of Solution Delivery, Operations and Support teams for delivering cloud hosted SaaS products
- Increased the daily client volume for one of the top clients by $1B because of prioritized feature rollout
- Own the Escalation and Incident Management for a highly volatile and fast paced forex environment using industry standards like ITIL
- Administrator for CRMs like Zendesk, Jira and Salesforce and key contributor to create and maintain Knowledge base of SOPs, FAQs, and Case Studies
- Responsible for conducting customer surveys and analyzing data trends to make recommendations to the Product teams to improve user experience
- Generate dashboards and reports for C-suite based on KPI tracking
- Facilitating backlog grooming sessions with Product Owners, tracking the priority changes, and enabling the feature rollout
- Publish quarterly executive-level status reporting
- Responsible for new hires and team training on new products and features.
Senior Trading Analyst
Integral Development Corp
Palo Alto , CA
03.2011 - 05.2014
- Responsible for technical and domain level customer support for Forex Applications across datacenters
- Collaborated with regional managers in prioritizing, tracking change requests, and resolving dependencies
- Vendor SOW creation, and approval from clients
- Building and managing relationships with customers or partners
- Escalation analyst for all customer queries and internal Sales tickets
- Regularly interfaced with Senior Managers, Stakeholders, Project Teams and Leaders to understand requirements and to provide feedback loop for customer issues.
I.T Analyst
Tata Consultancy Services
Mumbai , India
08.2005 - 04.2010
- Led a team of 5 associates for development, QA and Environment Support for Securities Lending Workbench application of Merrill Lynch (World's largest brokerage with $2.2 trillion in client assets)
- Experienced in handling projects for entire SDLC
- Responsible for Migration of GSL Framework to Microsoft .Net increasing application efficiency by 20%
- Resolved Customer queries regarding production issues reducing downtime by 25%.
Education
Bachelor of Engineering - Information Technology
University of Mumbai
06.2005
Skills
- Technical Product Support
- Customer Relationship Management (CRM)
- Incident Management
- Problem & Change Management
- Technical Program Management
- Agile, Scrum
- Team Leadership/Trainings
- Vendor Management
- Finance/Banking/Cryptocurrency
- Complex Problem-Solving
- Cross-Functional Team Management
- Salesforce Management
- Key Performance Indicators
- Verbal and Written Communication
Tools Technologies
- Scripting Languages: Shell
- Database: Oracle, Mongo
- Trade Communication: FIX Protocol, REST API
- Ticketing System/CRMs: Zendesk, Salesforce, Jira
- OS: Windows, LINUX, UNIX
- Communication: Slack, Teams, Zoom
Timeline
Manager, Business Support
Integral Development Corp
05.2014 - 09.2023
Senior Trading Analyst
Integral Development Corp
03.2011 - 05.2014
I.T Analyst
Tata Consultancy Services
08.2005 - 04.2010
Bachelor of Engineering - Information Technology
University of Mumbai
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