BS
Bi Bi Sumera
ID: CCE873040
Bi Bi Sumera
ID: CCE873040
BS
Bi Bi Sumera
ID: CCE873040
About Bi Bi Sumera
Highly accomplished and results-oriented professional with over 9 years of extensive experience in technical operations and team leadership. Proven expertise in supervising large-scale Adobe Creative Suite workflows, optimizing technical support processes, and driving team productivity. Expert in Photoshop, Illustrator, and InDesign with a deep focus on fostering collaborative environments and achieving organizational KPIs through innovation and technical excellence.
Employment History
2022
CP
Concentrix Pvt Ltd
1st Jan 2022 to 31st May 2026
Team lead
1st Jan 2022 to 31st May 2026
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Salary Hidden
Roles & Responsibility
Directing a high-performance team focused on technical support for Adobe products, ensuring 100% compliance with complex Service Level Agreements (SLAs). Identifying workflow gaps and implementing standardized operating procedures that reduced resolution times by 15%. Serving as the final point of contact for Tier-2 technical issues, including Creative Cloud synchronization, licensing conflicts, and deployment errors. Delivering comprehensive performance analytics and data-driven insights to senior management and clients to ensure transparency and strategic alignment.
Skills
- Pivot Tables)
- Microsoft Excel and Tools
SME
1st May 2018 to 31st Oct 2020
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Salary Hidden
Roles & Responsibility
Conducted individualized coaching sessions and skill-gap assessments, resulting in a measurable increase in First Contact Resolution (FCR) rates. Acted as the primary subject Matter Expert (SME) for Adobe Creative Cloud, authoring technical troubleshooting guides used by over 50+ agents. Leveraged advanced CRM tools to monitor real-time queue health, ensuring optimal workload distribution and zero backlog during peak periods. Partnered with Quality Assurance teams to analyze customer feedback and implement training refreshers on emerging Adobe software updates and beta features.
Skills
- High-Volume Disbursements
- MS – Office
Education
2013
BBM
Williams international college
30th Jun 2010 to 28th Jul 2013
2010
Pre-University Course -Commerce
Crescent PU College I Dept. of Pre-University Education
28th Jun 2008 to 31st Dec 2010
Expertise
Conflict Resolution
0/5
Apple MacOS & iOS
0/5
Change Management
0/5
Process Mapping
0/5
Root Cause Analysis
0/5
Microsoft Office Suite
0/5
Analytics Tools
0/5
Quality Assurance
0/5
Data Workflow Optimization
0/5
Ticketing Systems
0/5
CRM software
0/5
Operational Excellence
0/5
Cloud Desktop & Licensing
0/5
Leadership & Management
0/5
Creative KPIs
0/5
Premiere Pro (Basics)
0/5
Performance Metrics
0/5
Resource Planning
0/5
Acrobat
0/5
InDesign
0/5
Illustrator
0/5
Photoshop
0/5
SLA Management
0/5
Team Coaching
0/5
Adobe Creative Cloud
0/5
