About Prerana Sahni
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Academic Level Degree Bachelor
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Age 38 - 42 Years
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Salary 3868
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Gender Female
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Industry Management
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Viewed 12
About me
Proficient Customer Success/Support/Technical account Manager with 11 years of experience having comprehensive business/technical skill set.
Highly Self-motivated individual with strong sense of ownership.
Education
- 2004 - 2008
Experience
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2018 - Present
Icertis
Technical Account Manager
• Single point of ownership for 90+ accounts
• Handling all customer escalations
• Managing MTTR, TSAT for all the accounts
• Monitoring Usage/adoption trend to flag any risks
• Collaborate between Internal stakeholders, customers and partners.
• Round-the-clock availability for ensuring customers’ success
• L1, L2 support ownership for standard, gold and platinum accounts
• Played Technical Account Manager for Standard accounts.
• Ownership of managed services for strategic customers
• Excellent technical debugging capabilities using UI, DB and logs
• Excellent team player at all levels with ability to perform independently.
• Excellent interpersonal, communication and presentation skills along with time management
• Face of the company for Partner Team
• Enabling Partner team to Support Icertis customers
• Provide SME services and be a mentor to the partner team.
• Complex problem solver able to thrive in fast-paced and challenging roles -
2010 - 2014
IBM India Pvt Ltd
Application Support Specialist
• Provide L1 & L2 Support to customers
• Troubleshooted and resolved product issues escalated by customers
• Conducted user regression and other tests on products and components
• Analyze application data to assess performance issues
• Complete root cause analysis of defects
• Collaborate with Core Platform team to fix a release cadence for service packs and avoid hot fixes
• Work with complete flexibility and worked in tough shift hours
• 7 Months’ experience as a contract consultant in PS team in Sterling Commerce
• ABL Performance Testing using DOM and GIS
• Grinder scripting for Lowes (COM and DOM) as well as for ABL
• DHL AMS stats pack reporting and resolving issues
• Certification, test planning, execution -
2009 - 2010
Tech Mahindra
Project Engineer
• Project training. Completed 60 days of training in JAVA and RDBMS technologies
Honors & awards
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2024
Super builder award
Got this award for successfully enabling partner eco system in 4months.
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2024
Customer Kudos Award
Received ‘Customer Kudos Award by my Director for customer Centricity