Santa Cruze Mathews

Customer Support & Technical Support Leader

Email : Santacruze2427@gmail.com Phone : (+91) 9738715853

About Me
With over 6 years of experience driving operational excellence in customer and technical support, I specialize in data center
technologies, networking, and system troubleshooting.
I have a proven track record of resolving complex technical issues, optimizing processes, and leading high-performing teams.
My skill set includes Linux administration, data analysis, and machine learning, complemented by a recent Data Science certification.

Skills

Leadership Problem-solving Communication Time Management Adaptability Teamwork Initiative

Attention to Detail Team Management Coaching & Mentorship Operating Systems: Windows and Linux

Languages & Tools: Python, SQL, Pandas, NumPy, Scikit-learn, TensorFlow, PyTorch

Data Visualization: Tableau, Power BI, Matplotlib, Seaborn

CRM & Support Tools: Microsoft Dynamics 365, Help Desk Software, Knowledge Base Tools

Software & Collaboration: Microsoft Word, Excel, PowerPoint, OneDrive, Azure DevOps, Visual Studio, Microsoft Teams, SaaS
Application Support, Multi-User Configuration, Network Troubleshooting, Data Backup and Restoration, Data Management, Bug
Tracking & Reporting

Languages: Tamil (Native proficiency), English (Full professional proficiency)

Work Experience

Senior Subject Matter Expert - Concentrix Mar 2023 - Present | Bengaluru, India

Promoted to Senior Subject Matter Expert for GroupMe (SaaS), overseeing two teams of 14 members each in Bangalore and the
Philippines.
Liaised between advocates and engineers to resolve advanced technical challenges, while creating and tracking bug reports.
Provided floor support, facilitated learning sessions, and offered coaching and feedback to enhance agent performance and customer
service.
Monitored service level agreements (SLAs) and escalated issues promptly, supervising team operations in the absence of the Team
Captain.
Managed team metrics and quality, handling escalated calls and addressing production needs.
Identified opportunities for program improvement and implemented process enhancements to elevate team performance.
Contributed to the lifecycle of dashboards and reports, from requirement gathering to user acceptance testing (UAT) and
troubleshooting.
Collaborated cross-functionally to establish key performance indicators (KPIs), ensuring data accuracy for informed decision-making.
Worked with development teams to generate insights from reports and dashboards to support business objectives.
Developed standard operating procedures (SOPs), playbooks, and reference materials to foster collaboration and measurable success
across teams.

Data Science Internship - SNVA LLC Feb 2024 - Aug 2024 | Bengaluru, India

Applied machine learning, natural language processing (NLP), and deep learning techniques, enhancing project efficiency by 30%.
Specialized in text mining, sentiment analysis, and computer vision, improving data accuracy by 25%.
Optimized algorithms for speech recognition and natural language generation, increasing processing speed by 40%.
Leveraged problem-solving skills in data cleaning, feature engineering, and model development, reducing project turnaround time by
20%.

Technical Advisor - Concentrix Aug 2019 - Mar 2023 | Bengaluru, India

Provided expert guidance to users, resolving both routine and complex challenges.
Assisted with multi-user setup and addressed network issues during deployment.
Handled software updates to ensure clients operated on the latest versions for optimal performance and security.
Supported accounting, bookkeeping, inventory control, payroll, invoicing, and reporting processes, enhancing business efficiency.
 Guided customers through data backup and recovery processes to promote secure data management.
Advanced to Data Service Level 3, delivering in-depth troubleshooting for enterprise customers.
Repaired corrupted data files using SQL, ensuring data integrity.
Recovered information from multiple files, leveraging SQL expertise for accurate restoration.

Senior Executive - Aegis International Sep 2016 - Jan 2018 | Bengaluru, India

Managed bookings for travel packages, achieving a 15% increase in upsell rates through personalized recommendations.
Resolved over 70 customer issues with a 9.7/10 satisfaction score, exceeding service targets by 95%.
Reduced customer wait times by 45 minutes through efficient coordination with airlines, enhancing overall customer experience.
Increased customer retention by 22% through effective problem-solving and alternative solutions.

Education

Bachelor of Business Administration - Amity University Jan 2021 - Jul 2024

Post Graduate Program in Data Science - Careerera Jan 2023 - Feb 2024

Projects
Data Science - Capstone Project on Retail Sales Data Jul 2023 - Aug 2023

Conducted a detailed analysis of retail sales data to identify key trends and patterns affecting sales performance.
Preprocessed large datasets, improving data accuracy by 95%.
Developed machine learning models that predicted holiday sales trends with 92% accuracy.
Utilized data visualization tools like Tableau and Matplotlib to present actionable insights, contributing to a 20% sales increase during
peak seasons.

Certifications
Post Graduate Program in Data Science Jan 2023 - Aug 2024

Certification by Careerera

DATA SCIENCE - CAPSTONE Jul 2024 - Aug 2024

Certification by Careerera

Data Science Internship Program Feb 2024 - Aug 2024

Internship certification by SNVA LLC

Machine Learning Jan 2024 - Aug 2024

Certification by Careerera

Data Visualization Jan 2024 - Aug 2024

Certification by Careerera

Artificial Intelligence Professional Jan 2024 - Aug 2024

Certification by Careerera