Summary
Overview
Work History
Education
Skills
Certification
Timeline
CustomerServiceRepresentative
Harish Sando

Harish Sando

Program Management Specialist II
Chennai

Summary

Currently working as a Program Management Specialist in Walmart Technologies India for past 3 YEARS.

Certified in Power BI Desktop, Lean, Six Sigma (Black Belt).

Experienced in Salesforce, ServiceNow, JIRA, Confluence and Dashboard Building.

Managing queue and work allocation.

Handled high priority escalations.

Close looped these escalations by working with associates and various stakeholders involved.

Overview

10
10
years of professional experience
6
6
years of post-secondary education
2
2
Certificates
2
2
Languages

Work History

Program Management Specialist II

Walmart Global Tech
Chennai
10.2020 - Current
  • Standardized processes, evaluated programs and conducted performance reviews with eye toward continuous improvement for team.
  • Built cohesive teams and devised clear, actionable plans to meet program goals.
  • Tracked KPI and monitored net profitability of assigned agreements.
  • Anticipated, identified and resolved program issues through solicitation of timely feedback and use of conflict resolution techniques.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Trained new team members by relaying information on process.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

Journal Manager

Elsevier
Chennai
04.2020 - 10.2020
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Maximized performance by monitoring daily activities and mentoring team members.

Team Lead

Amazon.com
Chennai
09.2017 - 04.2020
  • Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones, and tailor products to individual markets.
  • Spearheaded recruitment and hiring process and compiled training materials for new and existing team members.
  • Streamlined revenue by delivering exemplary service and consistently exceeding client expectations.
  • Increased revenue and supported sales activities while building and maintaining consistent relationships and management practices with employees.
  • Integrated new systems for scheduling appointments, managing customer contacts and coordinating retention strategies.
  • Communicated with vendors and partners to negotiate contracts and resolve financial discrepancies.

Senior Advisor

Serco Global
Chennai
05.2015 - 04.2017
  • Translated data findings and trends into actionable insights to better understand customer behavior and present findings.
  • Liaised with stakeholders to understand customer goals and provide insights based on strategies and questions.
  • Sourced benchmarks to qualify segment behavior and performance against competitors.
  • Fielded ad hoc requests for customer analysis.

Customer Service Officer

CSS Corp
Chennai
05.2013 - 03.2015
  • Promoted company brand and unique offerings through personalized customer service.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided primary customer support to internal and external customers.
  • Assisted call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.

Education

Bachelor's degree - Biochemistry

University of Madras
01.2010 - 05.2013

Master of Arts - Human Rights

NDIAN INSTITUTE OF HUMAN RIGHTS
New Delhi
05.2013 - 05.2015

Lean Six Sigma Black Belt (ICBB) - Intelligence Quality - Six Sigma

Intelligence Quality
Chennai
04.2001 -

Power BI Dashboard Building - Operations Management

Intelligence Quality
Chennai
10.2022 - 10.2023

Skills

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Certification

Lean Six Sigma Black Belt

Timeline

Power BI

01-2023

Power BI Dashboard Building - Operations Management

Intelligence Quality
10.2022 - 10.2023

Lean Six Sigma Black Belt

10-2022

Program Management Specialist II

Walmart Global Tech
10.2020 - Current

Journal Manager

Elsevier
04.2020 - 10.2020

Team Lead

Amazon.com
09.2017 - 04.2020

Senior Advisor

Serco Global
05.2015 - 04.2017

Master of Arts - Human Rights

NDIAN INSTITUTE OF HUMAN RIGHTS
05.2013 - 05.2015

Customer Service Officer

CSS Corp
05.2013 - 03.2015

Bachelor's degree - Biochemistry

University of Madras
01.2010 - 05.2013

Lean Six Sigma Black Belt (ICBB) - Intelligence Quality - Six Sigma

Intelligence Quality
04.2001 -

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Harish SandoProgram Management Specialist II