Customer-Focused Tech Support & CRM Specialist

SHRUTI MAHINDRAKAR

Mobile: +1-825-***-**** Email: *****************@*****.*** Calgary, Alberta, Canada

PROFESSIONAL SUMMARY

Customer-focused professional with 3+ years of experience in customer relationship management, service desk operations, and technical support. Proven ability to handle high-volume customer interactions, resolve complex issues efficiently, and enhance customer satisfaction through a consultative and empathetic approach..

SKILLS

Languages - C, C++, Java, HTML, CSS, MySQL, PostgreSQL, Power BI, Python.

Technical Skills: Agile Methodology, Waterfall, User Acceptance Testing, SQL, SDLC, ERP, Manual testing, Automation testing, Junit, ETL Testing, GCP and Azure

Soft Skills: Business Intelligence, Review Functional Specification, Analytical thinking, Communication, Adaptability, Critical thinking, Strong problem-solving and troubleshooting abilities, Excellent written and verbal communication.

Additional Skills: Service Desk management (ticketing systems, customer service), IT consulting and technical support, System optimization and security implementation

QA Tools: Katalon Studio, JIRA, Selenium Web driver.

Additional Tools: Eclipse IDE, Linux, Yellowfin BI, Qlik Sense BI, Postman, Salesforce

Database: Oracle, MySQL, DB2, SQL Server, PostgreSQL

PROFESSIONAL EXPERIENCE

Customer Relationship Associate - HGS, Canada Aug 2024 – April 2026 HGS specializes in applied AI and Business Process Improvement, striking the perfect balance between technology and talent to solve industry-specific challenges for experience-focused businesses.

Responsibilities:

Managed 150+ customer inquiries, resolving complex issues and enhancing service quality. Implemented consultative approach, boosting customer satisfaction rates, enhancing satisfaction and loyalty.

Employ active listening for effective troubleshooting and personalized solutions.

Manage service issues with consultative methods, ensuring customer retention.

Improve customer experience through proactive problem-solving and communication.

Utilized multiple systems to streamline issue resolution, ensuring accurate documentation of customer interactions and needs. Improved process efficiency significantly.

Managed support tickets, tracking issues, providing solutions, and escalating when necessary.

Pioneered new troubleshooting techniques, reducing average resolution time and enhancing overall customer experience in billing and service inquiries.

Customer Relationship Associate - HGS, Canada Oct 2023 – Jan 2024 HGS specializes in applied AI and Business Process Improvement, striking the perfect balance between technology and talent to solve industry-specific challenges for experience-focused businesses.

Responsibilities:

Managed 150+ customer inquiries, resolving complex issues and enhancing service quality. Implemented consultative approach, boosting customer satisfaction rates, enhancing satisfaction and loyalty.

Employ active listening for effective troubleshooting and personalized solutions.

Manage service issues with consultative methods, ensuring customer retention.

Improve customer experience through proactive problem-solving and communication.

Utilized multiple systems to streamline issue resolution, ensuring accurate documentation of customer interactions and needs. Improved process efficiency significantly.

Managed support tickets, tracking issues, providing solutions, and escalating when necessary.

Pioneered new troubleshooting techniques, reducing average resolution time and enhancing overall customer experience in billing and service inquiries.

Associate Software Engineer - Saama Technologies, Pune, India Apr 2021 – Dec 2022 Saama automates key clinical development and commercialization processes, with artificial intelligence (AI), Generative AI and advanced-analytics, accelerating your time to market. We offer AI-backed SaaS solutions as well as product-based industry services and accelerators.

Responsibilities:

Conducted extensive testing on 1000+ reports, enhancing data accuracy and system reliability. Implemented API testing to bolster security and performance metrics, boosting data accuracy and system reliability.

Automated test scripts reduced manual efforts and sped up releases.

Collaborated with teams to ensure comprehensive test coverage.

Resolved critical performance issues, enhancing product stability.

Implemented API testing, improving security and performance.

Partnered with cross-functional teams to define comprehensive test requirements, ensuring thorough coverage. Created detailed test plans based on functional specifications.

Implemented automated test scripts in Katalon Studio, revolutionizing web application testing procedures and significantly reducing manual testing efforts.

Monitored application performance, promptly resolving critical issues. Reduced defect leakage rate, enhancing product stability and user satisfaction.

Facilitate UAT, coordinating with stakeholders to ensure product quality meet business requirements and lead testing efforts.

Conducted smoke testing to ensure software stability, using defined test scenarios

Familiarity with data modeling, and data transformation in Power BI, Yellowfin BI and Qlik Sense BI.

Implemented creative solutions to enhance automation processes, significantly improving testing efficiency. Actively contributed to team knowledge sharing, fostering continuous improvement.

Meticulously executed test cases and tracked defects, ensuring thorough quality assurance. Maintained precise documentation of testing procedures, supporting robust project management.

Developed creative automation solutions using Katalon Studio, significantly boosting overall test efficiency. Actively contributed to knowledge sharing, fostering continuous improvement.

Work with Agile methodologies, including backlog refinement and sprint planning, to deliver prioritized solutions

Project Trainee - Bitwise Solutions Pvt Ltd, Pune, India July 2019 – July 2020 Bitwise are the industry’s most experienced and dedicated team of data professionals, focused on reducing the time, cost and complexity for clients’ data initiatives through their global delivery model, innovative solutions, and proprietary technology tools.

Responsibilities:

Conducted manual testing, optimized ETL scripts, improving execution speed.

Managed data migration, ensuring smooth platform transitions.

Tested on GCP and Azure, demonstrating cloud proficiency.

Created automation scripts, enhancing testing efficiency.

Participated in training, showcasing new skills to supervisors.

Participated in on-the-job training sessions, showcasing newly acquired skills to supervisors. Conducted comprehensive ETL automation testing, including functional, smoke, and regression tests.

Optimized ETL scripts, enhancing execution speed and streamlining data migration across diverse databases. Conducted thorough testing on GCP and Azure, demonstrating cloud proficiency.

Conduct UAT activities, draft test plans, document test results, and coordinate issue resolution to ensure successful product launches.

EDUCATION

Master of Computer Application June 2017- Apr 2020 University of Pune, India

Bachelor of Computer Science June 2014 – Apr 2017

University of Pune, India

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