Sabyasachi Sarkar

• Performed unit testing of the configured solutions to ensure quality of deliverables.
• Implemented inter-company sales process with third party orders, returns and credit management rules.
• Coordinated with cross-functional teams such as Basis, Security and ABAP consultants for successful completion of project tasks.
• Customized pricing procedures, output determination and partner determination techniques as per client's requirement.
• Reviewed and analyzed business requirements for SAP SD module implementation.
• Configured materials master data including material types, item categories and condition technique for pricing conditions.
• Configured Sales Order Management processes like order creation, delivery processing and billing activities.
• Assisted in resolving technical issues related to SD module during integration with other modules such as MM and FI and CO.

Worked for Client: Google- Maps

• Researched maps used in company's GPS products and edited geographic data for accuracy.
• Mapping Content management.
• Assisted business and customers with edits in Google maps.
• Handled map queries from various parts of the world. Worked for BD, UK, US and IN markets.
• Updated maps with new details on boundary line changes and owner transfers.
• Worked in Semi voice process and took around 80-100 calls a day.
• Assisted with developing online learning modules for team.
• Managed multiple projects simultaneously while adhering to tight deadlines.

• Client: Google Pixel
• Handled technical queries for Google Pixel in a semi voice environment.
• Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.
• Answered phones and routed voicemails to respective employees.
• Resolved complex technical problems through root cause analysis techniques.
• Assisted customers with troubleshooting software and hardware issues.
• Monitored ticketing system queues for incoming requests from customers.
• Replied to customer queries via email, messaging systems and support ticket platforms.
• Recommended system enhancements and upgrades to support evolving business needs.

• Been part of the escalations team handled chats, emails and calls.
• Developing empathetic relations with customers to understand their issues and help them with a better customer experience.
• Driving better quality of customer grievance resolution and providing new ideas to Kaizen Team.
• Monitored performance to ensure efficient and problem-free operation.
• Made reports of team’s performance, providing timely feedback and assisted the team.
• For Client management addressed various queries and issues raised by customers and resolved them within specified SLA.
• Trained interns and new recruits in the team.
• Worked with the delivery team to ensure all the products were delivered within the deadline.
• Handled nodal level escalations.