Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Timeline
Generic

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

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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

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SANCHIT SOODAssistant Manager - Product Support And Customer Service