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I am a results-driven professional with 9+ years of experience in customer service, specializing in technical support. I drive business outcomes, lead cross-functional teams, improve processes, and deliver projects on time. I have strong expertise in CRM tools and a proven track record of delivering high-quality results with 100% accuracy within strict deadlines. In my roles at TCS and GNB Tech, I have managed incident management, production support, testing, training, and client relations, while supporting revenue growth and customer retention. I excel at data analytics, process improvement, stakeholder communication, and delivering training that boosts user adoption and efficiency.…I am a results-driven professional with 9+ years of experience in customer service, specializing in technical support. I drive business outcomes, lead cross-functional teams, improve processes, and deliver projects on time. I have strong expertise in CRM tools and a proven track record of delivering high-quality results with 100% accuracy within strict deadlines. In my roles at TCS and GNB Tech, I have managed incident management, production support, testing, training, and client relations, while supporting revenue growth and customer retention. I excel at data analytics, process improvement, stakeholder communication, and delivering training that boosts user adoption and efficiency.

Joseph Gladiogladio

Programmer, QA Engineer, Data Scientist, +2

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I am a results-driven professional with 9+ years of experience in customer service, specializing in technical support. I drive business outcomes, lead cross-functional teams, improve processes, and deliver projects on time. I have strong expertise in CRM tools and a proven track record of delivering high-quality results with 100% accuracy within strict deadlines. In my roles at TCS and GNB Tech, I have managed incident management, production support, testing, training, and client relations, while supporting revenue growth and customer retention. I excel at data analytics, process improvement, stakeholder communication, and delivering training that boosts user adoption and efficiency.…I am a results-driven professional with 9+ years of experience in customer service, specializing in technical support. I drive business outcomes, lead cross-functional teams, improve processes, and deliver projects on time. I have strong expertise in CRM tools and a proven track record of delivering high-quality results with 100% accuracy within strict deadlines. In my roles at TCS and GNB Tech, I have managed incident management, production support, testing, training, and client relations, while supporting revenue growth and customer retention. I excel at data analytics, process improvement, stakeholder communication, and delivering training that boosts user adoption and efficiency.

Available to hire

I am a results-driven professional with 9+ years of experience in customer service, specializing in technical support. I drive business outcomes, lead cross-functional teams, improve processes, and deliver projects on time. I have strong expertise in CRM tools and a proven track record of delivering high-quality results with 100% accuracy within strict deadlines.

In my roles at TCS and GNB Tech, I have managed incident management, production support, testing, training, and client relations, while supporting revenue growth and customer retention. I excel at data analytics, process improvement, stakeholder communication, and delivering training that boosts user adoption and efficiency.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Senior Technical / Customer Support Executive at TCS – Tata Consultancy Service

May 2, 2019 - Present

IT professional with solid experience in Level 2 Support, Production Support, Incident Management, and Manual Testing, primarily in the software for insurance domain. Proficient in issue resolution, web-based application training, data management, and end-user support within fast-paced environments. Successfully coordinated hotfix deployments, testing, and release management, ensuring minimal downtime and business disruption. Resolved critical application server, connectivity, and multi-database issues, improving system stability and reliability. Delivered effective web-based application training and cross-department user support, enhancing user adoption and operational efficiency. Executed comprehensive manual testing and documented results, contributing to improved software quality and reduced post-release defects. Provided real-time incident management, performance reporting, and service-level monitoring while collaborating with IT leadership to gather requirements and support busin

Senior Technical Support Executive / Accounts Manager at GNB.TECH – GLOBAL NOTICE BOARD

September 1, 2016 - February 19, 2019

Experienced IT professional with a strong background in Lead Generation, Client Servicing, Account & Data Management, Software Training, and After-Sales Support for a UK-based software solutions company. Adept at Manual Testing, Team Management, and delivering superior Customer Support with a focus on service quality and client retention. Analyzed web-based application module usage trends, driving feature alignment with client behavior and improving user adoption by 20–30%. Designed and delivered customized software training programs, reducing onboarding time by 25% and increasing customer satisfaction scores. Generated and onboarded new productive clients through targeted lead strategies, contributing to revenue growth and account expansion. Gathered, tested, and validated application requirements while delivering customer-specific enhancements within 100% SLA compliance. Improved client retention and long-term account success by leading cross-functional coordination, conducting per

Associate Executive/Accounts Receivable at Medrona Medical Billing PVT ltd

February 18, 2015 - February 12, 2016

Managed end-to-end medical billing operations for U.S.-based healthcare providers, ensuring high accuracy, regulatory compliance, and timely claim processing. Resolved credit balance activities through accurate reconciliation, reducing outstanding balances and financial discrepancies. Designed and implemented Global Operating Metrics, dashboards, and balanced scorecards, enabling data-driven decision-making and improved performance tracking. Improved team productivity and onboarding effectiveness by monitoring fresher performance and providing targeted training and mentoring support.