Onboarding Manager Support Analyst

VINOY KUMAR Y

I am dedicated self-confident and passionate who creates an energetic and comfortable for the people who stick around me. I am passionate about team management, driving the team towards a goal by optimizing resources, and analyzing key skills. A ready-to-walk that extra mile technical representative. Possesses good verbal and analytical skills. Always ready to adapt to any environment and deliver the best in class. Quick learner and a team player.

Ceipal Corp

Onboarding Manager Oct- 2020 – Presently Working

Ceipal is HR management and recruiting software for staffing firms.

Talent Hire is a SaaS Product developed by Ceipal Crop.

Roles and Responsibilities:

Managing the whole onboarding process, ensuring the expectation is set properly and giving the road map on how the Onboarding process.

Provided beneficial advice and support to the new clients till their account is setup, answers their questions, and take training sessions for them and their team on the product.

Educate the client through training calls using Google Meet, Zoom, Skype Etc

Ensure successful integration with Client and Third-Party Providers.

Ensuring customer satisfaction and wins continued business loyalty through flawless onboarding.

Responds to Clients inquiries, requests, and needs via phone and email in a timely manner.

Working closing with the development team to ensure client requirement full filled in timely manner.

Ensuring the client is not getting churn due to lack of support or the requirement was not fulfilled.

Qube Cinema Technologies

Product Support Analyst – Level II Nov-2018 – Oct-2020

QubeWire is a SaaS Product developed by Qube Cinema Technologies

QubeWire manages the entire film distribution and release cycle using a single service that provides worldwide coverage. From easy theatre selection to completely automated delivery of content.

Roles and Responsibilities:

Deliver technical assistance and participate in presales cycles across geographies.

Offering excellent Product Demos, presentation and answering technical questions.

Ability to assist customers over Phone, email and chat.

Manage individual pipeline in CRM.

Guide Prospects with Product implementation.

Respond to proposals and assist the sales team.

Research required information using available resources.

Follow standard processes and procedures.

Identify and escalate priority issues as per Client specifications.

Redirect problems to appropriate resources

Accurately document the case summary

Offer alternative solutions where with the objective of retaining customers and client’s business.

Follow up and make scheduled callbacks to customers.

Stay current with system information, changes and updates on Media servers deployed Globally.

Prepare accurate and timely reports.

Sutherland Global Services – Symantec

Symantec Case Manager ( SME ) Aug-2010 – Nov-2018

Roles and Responsibilities:

Handle escalation calls - both technical and customer-centric

Give efforts and do teamwork to ensure less wait time for customers in Queue.

Take case ownership and follow till a resolution is found.

To find solutions for the product issues which have not been defined in the knowledge-based articles for Norton's products.

Taking support to next level - by working on all issues which are related and not related to Norton.

Alert the PL team when there is an outage in the network, or a spike has risen.

Use the workarounds provided by the PL team & provide feedback on the effectiveness of the solution(s)

Actively participate in the Root Cause Analysis for TCG’s (Top Call Generators)

Work with the PL team - Collect product/debug logs as per the requirement provided by the PL team

Update KB when a new solution is found.

Collect required logs & provide to the PL team to understand the root cause of the issue.

Reproduce the new issues raised by customers in lab to work and get accurate resolution.

Skilled in handling irate customers with complicated issues in a professional manner.

Extra-curricular: I have been an active member of the Norton Agent Advisory Council - This team is a body of Symantec employees of different cadres and works with cross-functional teams to improve the process and product. Our aim is to benefit the support technicians and help them with an easier process to follow (in the form of improvising our knowledge base articles or including new suggestions/changes in our quick-fix tools). This, in turn, helps us increase our customer satisfaction margin.

Date of birth : 18th May 1984

Marital Status : Single

Communication address: G1 - No.25 34 Balaji Nagar,

Surthi's Vaigai Flats Puzhuthivakkam ( Near Sunshine School )

Chennai– 600091

Email address : **********@*****.***

Contact Number : +91-984**-*****

I hereby declare that all the information provided by me in this application is factual and correct to the best of my knowledge. Looking forward to working with you and perform in order to take the company to great heights of success and growth.

Place : Chennai.

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