Priyanka T
Austin,TX
Summary
Knowledgeable Product Support Analyst able to adapt freely to diverse situations and changing demands. Well-versed in triaging bugs and skilled in Facebook Ads. Experience to a dynamic new position with room for advancement. Experienced Product Support Analyst committed to maintaining cutting edge technical skills and up-to-date industry knowledge. Patient and empathetic with extensive background in conflict resolution and customer care. Results-oriented Customer Service Professional who excels at uncovering customer needs, finding solutions and handling objections. Top performer with a consistent track record of meeting and exceeding goals. Accomplished Assistant Store Manager with managerial experience in a retail setting. Areas of expertise include sales, recruiting and people management.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Product Support Engineer
Verizon
08.2023 - Current
- Product Support Analyst on the Business Product Specialist Team.
- Leverage product expertise to investigate, triage and resolve issues with Facebook Ads and business products.
- Improve processes to support front line teams in complex investigations to improve user and advertiser experience on the platform.
- Monitor and analyze advertiser reports for feedback and bug-related trends.
- Separate advertiser confusion from bugs, advise the sales team/ advertisers on how to accomplish the advertisers desired outcome.
- Facilitate a high-end customer experience related to support for advertising bugs.
- Mentor team members and specialize in certain product support areas.
- Point of contact for triaging internal beta issues.
Manager, Projects
Google
07.2021 - 04.2023
- Created detailed spreadsheets for scheduling and customer profiles to support sales campaigns.
- Hired, delegated and reviewed sales staff performance and provided comprehensive coaching in Sales, Customer Service and Technical Support.
- Coordinated weekly meetings with store associates to communicate sales and customer service goals.
- Addressed problems with customers to promote quick and successful resolution.
- Performed IT support by troubleshooting, updating devices and supporting software needs.
- Recruited, interviewed and hired individuals who would bring passion and dedication to positions at hand.
- Monitored cash intake and deposit records to increase accuracy and reduce discrepancies.
- Achieved recognition from senior management for contributions to store's success by managing sales, employees and operations to achieve optimal performance.
- Provided excellent customer service, driving membership loyalty and increasing customer satisfaction rates.
- Trained staff members on protocols and best practices.
Manager
IBM
06.2015 - 06.2022
- Prepared quotes for new products and services and composed site budgets.
- Managed client correspondence and tracked records to foster office efficiency.
- Authored and delivered quotes for new products and services to customers.
- Performed forecasting to identify necessary changes for supply chain business.
- Enhanced initiatives while managing effective marketing campaigns.
- Executed regular process updates to reduce discrepancies and enhance scheduling across calendars and programs.
- Recruited and developed employees for store.
- Reduced workflow inconsistencies while recruiting, interviewing and hiring new staff members.
- Scheduled and assigned daily work and activities for employees.
- Strengthened existing customer relationships through extensive communication and proven marketing strategies.
- Met with each associate to establish realistic sales goals for the month.
Cloud Support Engineer
Starfish
12.2011 - 01.2015
- Used scripting skills to contribute to internal tools.
- Demonstrated professionalism and courtesy with customers at all times.
- Managed customers' expectations and experience to a high degree of customer satisfaction.
- Followed up with clients to ensure optimal customer satisfaction.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Identified and solved technical issues with variety of diagnostic tools.
- Resolved problems with malfunctioning products.
- Used ticketing systems to manage and process actions taken.
- Defined and documented technical best practices.
- Resolved customer issues in clear, courteous and straightforward manner.
- Met and exceeded company sales and productivity goals.
- Researched, troubleshot and resolved complex problems independently.
- Worked closely with team members to meet or exceed all customer service requirements.
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
Jawaharlal Nehru Technological University
JNTU05.2010
Skills
- Customer Service Experience
- Technical Support
- Sales
- Management
- Troubleshooting
- Product testing
- Extremely organized
- Strong verbal communication
- Dev ops
- Project Management
- Team leadership
- User interface understanding
- Process implementation
- Interpersonal and written communication
Accomplishments
- Documented and resolved issues with internal beta testing which led to me becoming the Point of Contact.
- Documented and resolved issues with mistagged cases which led to me becoming the Point of Contact.
Certification
Microsoft Azure Administrator
Agile Practitioner
Timeline
Product Support Engineer
Verizon
08.2023 - Current
Manager, Projects
Google
07.2021 - 04.2023
Manager
IBM
06.2015 - 06.2022
Cloud Support Engineer
Starfish
12.2011 - 01.2015
Bachelor of Science - Electrical, Electronics And Communications Engineering
Jawaharlal Nehru Technological University
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