Summary
Overview
Work History
Education
Skills
Workauthorization
Internship
Websites
Timeline
Generic

SHIBIN AJJINIKANDA SUBRAMANI

Phoenix,AZ

Summary

Over 3+ years of professional experience as a Product Support Specialist and Quality Analyst with Goal oriented professional offering end-to-end Operations that directly results in efficiency improvements. Assisted in performing troubleshooting and provided technical support for teams. Increased the efficiency of the team by auditing various reports through several channels & driving towards Key Performance Indicators (KPIs) from various other reports in one place with better usability.

Overview

3
3
years of professional experience

Work History

PRODUCT SUPPORT SPECIALIST

GROWW
BANGALORE, INDIA
10.2021 - 03.2022
  • System Monitoring and Issue Resolution: Monitored and analyzed system issues for timely identification and resolution
  • Conducted thorough research on recurring problems to pinpoint root causes and propose effective solutions
  • Managed customer issues, escalating complex problems to developers for prompt resolution
  • Coordinated with professional services to ensure smooth client transitions and ongoing product support
  • Provided technical support and troubleshooting assistance to internal teams, ensuring continuous operations
  • Problem and Incident Management: Led post-incident Problem Management to identify root causes, implement solutions, and drive permanent resolutions
  • Ensured compliance with Incident Management and Problem Management policies and procedures
  • Managed production support during incidents, overseeing troubleshooting efforts and team engagement
  • Interpreted monitors, dashboards, and logs to assess business impact and validate information from team members
  • Maintained accurate records of all impacts and documented them systematically
  • Communication and Documentation: Communicated effectively with all management levels, providing clear status updates and technical details
  • Documented application flows, upstream/downstream impacts, and customer experiences during outages
  • Ensured data quality and completeness of incident tickets, generating regular reports on data metrics.

QUALITY ANALYST- OPERATIONS

GROWW
BANGALORE, INDIA
01.2019 - 09.2021
  • Problem and Incident Management: Led efforts post-incident to identify root causes, implement solutions, and ensure permanent resolutions
  • Ensured compliance with Incident and Problem Management policies and procedures
  • Managed production support for impactful incidents, coordinating troubleshooting and team engagement
  • Analyzed monitors, dashboards, and logs to assess business impact, validating findings and communicating to leadership
  • Provided accurate status updates and technical details for awareness communications, ensuring clarity and scheduling follow-up meetings as needed
  • Communicated effectively with all levels of management to address issues promptly and maintain transparency
  • Recorded and documented impacts accurately in the system of record, overseeing records for junior team members
  • Documented application flows and impacts during outages, ensuring documents and wikis were current and accessible
  • Operational Excellence: Implemented and upheld management practices aligned with company standards
  • Effectively communicated technical matters to clients and upper management, ensuring clear understanding
  • Engaged with stakeholders to promptly resolve queries and enhance service delivery
  • Identified client challenges and proposed solutions to improve customer satisfaction
  • Encouraged employee motivation and alignment with organizational goals
  • Ensured high customer satisfaction through efficient resolution of issues
  • Facilitated cross-functional coaching, mentoring, and auditing to optimize team performance
  • Initiated cross-training to enhance team flexibility and reduce dependency
  • Built and maintained rapport with stakeholders at all levels
  • Optimized team operations to exceed SLAs through effective task management
  • Managed call center operations to improve first-call resolution and productivity
  • Integrated communication channels for streamlined operations
  • Collaborated with product teams to integrate customer feedback into development
  • Created comprehensive dashboards for data analysis and reporting
  • Provided feedback to associates on customer issue resolutions
  • Established KPIs, trained colleagues, and provided ongoing performance feedback
  • Calibration/deliverables and to work closely within the team and other Managers.

Education

Masters of Business Administration - Finance and Marketing in Logistics and supply chain Management

Jain University
Bangalore, India
05.2018

Bachelor of Commerce -

St Joseph's College
Mangalore, India
05.2015

Skills

  • Technical Troubleshooting
  • Customer Service
  • Problem-Solving
  • Time Management
  • Team Collaboration
  • Process Improvement
  • Communication
  • Customer Focus
  • Customer Relationship Management (CRM)
  • Customer Success Strategy
  • Customer Retention
  • Excellent process mapping ability
  • Operating systems
  • Issue Reporting
  • Escalation management
  • Records Review
  • System Administration
  • Customer Needs Assessment
  • Report Preparation
  • Call Management
  • User Support
  • Schedule Coordination
  • Product Knowledge
  • Collaboration
  • Technical Support Specialist
  • Product Support Specialist

Workauthorization

H4 EAD (Sponsorship not required)

Internship

CHINNAPPA & ASSOCIATES CHARTERED ACCOUNTANTS (CA), BANGALORE, INDIA, INTERNSHIP PROGRAM, 06/2016, 07/2016, Project Report on "Analysis of financial statements and Audit Report", Micro logic Integrated system

Websites

Timeline

PRODUCT SUPPORT SPECIALIST

GROWW
10.2021 - 03.2022

QUALITY ANALYST- OPERATIONS

GROWW
01.2019 - 09.2021

Masters of Business Administration - Finance and Marketing in Logistics and supply chain Management

Jain University

Bachelor of Commerce -

St Joseph's College

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SHIBIN AJJINIKANDA SUBRAMANI