Gurgaon, Haryana, India
At Dhwani Rural Information Systems, my team and I have transformed Mgrant into a robust platform that caters to the intricate needs of CSR initiatives and NGOs. Our collective effort has expanded the service to over 15 clients, demonstrating the value of our scalable and data-driven solutions. My technical acumen in Node.js, JavaScript, and MongoDB was pivotal in optimizing report generation, achieving a tenfold speed increase. My education at IIIT Bangalore solidified my backend development prowess, enhancing my ability to devise standardized monitoring dashboards that saved our development team over 120 hours per month. Harnessing PostgreSQL and Hibernate, I am committed to delivering efficient, compliant, and impactful software solutions that resonate with our mission to empower social change through technology.
• Spearheaded the back-end team for Mgrant, a grant management system supporting Corporate Social Responsibility (CSR) initiatives and Non-Governmental Organizations (NGOs). • Scaled the platform to serve over 15 clients within three years, managing complex, data-intensive modules that align with diverse client needs. • Developed the Annual Action Plan module, ensuring compliance with updated Indian government regulations for CSRs; optimized report generation, enhancing speed by over 10x using Node.js, JavaScript, and MongoDB. • Designed and deployed Global Organization Level Forms, standardizing monitoring dashboards and real-time indicators across projects, saving 120+ development hours monthly. • Integrated an organization-level SMTP Server with MailHog and Docker, boosting the QA team’s email and notification testing efficiency by 60% and eliminating email bounces during testing.
Pursued a Career Transition in Software Development I took a career break to focus on a meaningful transition from customer service to software development. During this time, I immersed myself in learning core programming languages, development frameworks, and software engineering principles. This period allowed me to build a strong foundation in coding, problem-solving, and project management, equipping me to contribute effectively to a new field. I’m excited to apply my skills in software development, leveraging my background in customer-centric roles to build solutions that prioritise user experience and innovation.
• Delivered exceptional customer care by effectively handling inquiries from consumer card members, ensuring a superior experience on every call. • Demonstrated the ability to take quick, informed decisions to provide timely solutions to card members, achieving First Call Resolution (FCR) in a fast-paced environment. • Consistently met and exceeded customer satisfaction metrics through proactive and personalized service, nurturing positive relationships that added measurable value. • Adhered to quality and compliance guidelines, following established procedures to provide solutions aligned with company standards. • Offered alternative solutions tailored to customer needs, leveraging call-handling skills to enhance service levels and ensure optimal resolutions. • Provided actionable feedback to improve workflows, procedures, and service levels, based on evolving customer demands and feedback. • Documented account information accurately and developed custom solutions, leading to enhanced customer satisfaction and operational efficiency.
• Delivered frontline technical support to customers across multiple channels (phone, email, chat), ensuring efficient and effective communication. • Troubleshot and resolved hardware and software issues for a range of Dell products, including desktops, laptops, servers, and peripherals. • Diagnosed and resolved complex technical issues independently and escalated critical cases to advanced support teams, ensuring timely resolutions and high customer satisfaction.