Siddhant Anand
SME/Team Lead
Delhi
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Overview
4
4
years of professional experience
Work History
SME/Team Leader
Amazon
06.2021 - Current
- Designed and prepared technical reports, studies, and related documentation.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Identified and recommended new products based on market research and consumer analysis.
- Facilitated product development with implementation of standard best practices.
- Monitored and tracked user progress to identify improvement opportunities.
- Developed and presented business cases, presentations and reports to senior management.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Led teams in scheduled and unscheduled equipment maintenance to optimize readiness.
- Documented diagnostic results and supported root cause analysis and troubleshooting.
Chat Support Executive
Concentrix
07.2020 - 06.2021
- Conducted progress and development meetings with support staff to enforce updates to company goals and policies.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Directed intelligence gathered from customer support channels to product and data science teams to improve products and user experience.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
- Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
- Updated account information to maintain customer records.
- Answered constant flow of customer chats with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
B Tech - Computer Engineering
The Institute of Electronics And Telecommunication
Delhi 04.2001 -
Skills
Coaching and Mentoring
Stakeholder Management
Strong Analytical Skills
Training and Mentoring
Strategic Thinking
Project Planning
Process Improvement
Creative Solutions
Process Analysis
Analytical Thinking
Audit Reporting
Quantitative Skills
Improvement Plan Knowledge
Data Analysis
Logistics Coordination
Report Generation
Product Knowledge
Paperwork Processin
Problem Management
Escalation Management
Customer Satisfaction
Timeline
SME/Team Leader
Amazon
06.2021 - Current
Chat Support Executive
Concentrix
07.2020 - 06.2021
B Tech - Computer Engineering
The Institute of Electronics And Telecommunication
04.2001 -