Aparna Das

Managed relationships with strategic and enterprise customers, serving as the primary technical point of contact. Spearhead customer success initiatives by resolving complex application incidents and system configuration issues across multiple platforms. Mentor and coach new hires. Led incident management and escalations. Supported API integrations and troubleshooting. Conduct product webinars and SOP training sessions.

Delivered technical solutions and proactive issue resolution for global customers. Designed and delivered instructional materials. Collaborated with project management to analyze business requirements. Created executive presentations and training decks. Led the Case Documentation and Analysis process.

Managed escalated customer complaints for Expedia.co.uk, coordinating with multiple service providers to ensure fair resolutions. Retained key customers through empathy, clear communication, and problem ownership.

Managed infrastructure projects (cement plants, electrical sub-stations), leading cross-functional site teams and ensuring on-time delivery. Applied strong analytical and planning skills to meet safety, budget, and quality targets.