SANCHIT SOOD
Assistant Manager - Product Support And Customer Service
Noida,UP
Summary
Goal-oriented and proactive people manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Customer-focused professional with successful 10+ year career in product support and customer service sector.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Assistant Manager
Adobe Systems India Pvt Ltd
Noida, U.P.
02.2020 - Current
- Managing a group of 10+ people (SMEs) and responsible for their development, grooming and address issues/ grievances proactively
- Supervise day-to-day operations to set customer service objectives and work with the team to meet goals consistently through strategic plans and reviews
- Set a clear mission towards customer service trends to determine the system improvements and deploy strategies focused on the mission
- Develop and improve the service procedures, policies and standards
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Analyze statistics and compile accurate reports and records
- Team-up with the internal stakeholders to ensure providing timely updates to the team and leadership.
Team Lead
Adobe Systems India Pvt Ltd
Noida, U.P.
09.2017 - 01.2020
- Direct supervision and management of frontline Service Desk Enterprise support team to maintain the level of superior customer service and experience
- Responsible for daily distribution of work, meeting KRAs, maintaining SLAs to ensure appropriate and timely phone, chat and email responses
- To develop and implement process & product-related training and enablement programs for new hires and existing folks, ensuring employees are up to date
- Keeping a quality rigor on operational and behavioural tasks being performed by the team and share regular feedbacks for steady improvements and maintaining a high-quality work environment.
Sr. Technical Consultant
Adobe Systems India Pvt Ltd
, U.P.
09.2014 - 08.2017
- To receive and resolve escalations for global Enterprise clients over the phone, chats and emails related to the product (Adobe Sign)
- Log bugs for unexpected product behaviours and work closely with Engineering and CSM teams to check the timely update
- Mentoring and coaching Tier 1 and Adobe Sign SD team
- Analyzing the quality of their work and provide feedback for the same
- Circulating new product updates among the team and making sure everyone is on the same page
- Understanding the customer’s sentiments and proposing process and product improvement suggestions to the senior management team.
Technical Consultant
Adobe Systems India Pvt Ltd
Noida, U.P.
09.2013 - 08.2014
- Identifying customer’s needs and providing product-based technical assistance and consultation to the Global clients via Phone, chat and email
- Picking up the web tickets, emails and voicemails to ensure timely responses
- Record customer inquiries by documenting inquiries and responses in the CRM
- Attending regular training conducted by SMEs to grow knowledge of products and to develop customer service skills.
Sr. Solution Engineer
Quatrro Global Services
Gurgaon, Haryana
09.2011 - 07.2013
- Provide technical troubleshooting to global customers with Desktop Operations for Windows and MAC Operating system and fixing the issues over the remote (Log Me In)
- Configuring and troubleshooting different email clients like Outlook, Live Mail, Incredimail, Thunderbird and Microsoft Outlook etc
- Providing voice assistance for issues like No Internet and No Boot and Windows Installation
- Troubleshooting all kinds of peripherals like Printers, Scanners, Cameras, Smartphones
- Fixing the other general issues like Virus, Slow computer, Internet Browsers, Third-party software installation/re-installation
- To take technical training sessions with the new batches.
Education
B.Tech Graduate - Computer Science
Punjab Technical University
R.I.E.I.T - Ropar 07.2005 - 06.2009
Skills
Employee performance evaluations
Recruiting and interviewing
Employee scheduling
Operations management
Project Management
Strategic planning
Training
Additional Information
- Playing percussions and other musical instruments.
- Won first prize in a battle of bands held at L.P.U. in the year 2009.
- Participated and performed as part of Adobe’s band in different events like Synergy 2014, Panache 2016 and Melange 2019.
- Provided the Adobe Sign product and process training to the new batches on multiple occasions.
Certification
Certified data science manager from IIMK
Timeline
Certified data science manager from IIMK
12-2021
Assistant Manager
Adobe Systems India Pvt Ltd
02.2020 - Current
Team Lead
Adobe Systems India Pvt Ltd
09.2017 - 01.2020
Adobe Acrobat Certified
02-2015
Sr. Technical Consultant
Adobe Systems India Pvt Ltd
09.2014 - 08.2017
Technical Consultant
Adobe Systems India Pvt Ltd
09.2013 - 08.2014
Sr. Solution Engineer
Quatrro Global Services
09.2011 - 07.2013
B.Tech Graduate - Computer Science
Punjab Technical University
07.2005 - 06.2009