Deleep Kumar

Responsibilities included resolving issues pertaining to application access; account

management; application workflows; journal production, web content delivery; subscriber

access; editorial offices practices, onboarding, decommissioning and delivery of workflow

changes to stakeholders.

Provided exceptional remote support via phone, email, or chat, ensuring timely resolutions

for geographically diverse users.

Managed front-line user support for open access publishing tools to fulfill open/public

access requirements including consulting and technical support to researchers using Open

Access Publishing services.

Provided hardware and software support to Editorial offices including Rackspace Webmail

Management, Mobile sync for Webmail including multi-factor authentication of accounts

and cloud-based services.

Scheduled and managed client-web conferences, hosted Webinars for the Executive

Partners, ACS Editors and Advisory Board Members at ACS National Meetings across the

United States.

Collaborated with software development team on reported errors and bugs on newly

released software and assisted in deployment of release fixes.

Actively contributed to organization's comprehensive knowledgebase, ensuring readily

accessible information for internal and external users on key processes and procedures.

Coordinated efforts with cross-functional teams to innovate on product design, enhancing

• Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
• Collaborated with cross-functional teams to identify and resolve systemic product issues.
• Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
• Mentored junior support staff, fostering a culture of collaboration and learning within the team.
• Streamlined support processes for improved efficiency and faster response times.
• Analyzed and developed service goals for in-bound call center.
• Improved customer relationships through proactive communication and follow-ups on resolved issues.