Summary
Overview
Work History
Education
Skills
Websites
Additional Information
Timeline
Generic

SANDEEP BHAGWATH

Case Management Professional
Hyderabad

Summary

Talented Case Manager adept at handling high caseloads without sacrificing quality of care. Operates in high-pressure environments while recommending best resources and courses of action to benefit employee needs and return each to optimal quality of life.

12 years of experience with International Customer Service, Dispute Resolution, Executive Customer Relations, Team Management, Case Management. Developed and executed successful strategies to support objectives for Customer Satisfaction both at Team and Organizational level. Lead cross-functional teams and managed multiple projects. Skilled in Employee-Employer relationship, Stakeholder Management, Training to drive KPI's. A passionate problem solver with strong commitment to professional development. Sharp analytical skills, high resilience and tenacity to turn adversities into opportunities for the team and business.

Overview

14
14
years of professional experience
17
17
years of post-secondary education

Work History

Operations Manager

Kansas Overseas Career
Hyderabad
07.2023 - 09.2023
  • Headed operations with total of 250+ employees, reporting to Managing Director
  • Managed Day to Day operations of at Begumpet with 130+ employees
  • Made strategic decisions involving Network, Marketing, Legal, HR, Administration, Training and Sales dept
  • Initiated and Monitored project for Network upgrade to VOIP with internal and external stakeholders
  • Created modules and conducted Orientation and Training to all new hires from all sites located across south India.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization

Case Manager - Leaves and Disability

Amazon.com
Hyderabad
1 2014 - 1 2023
  • HR Specialist, Case Manager for Disability and Leaves USA
  • International team managed virtually from Costa Rica handling Federal and State insurance claims over phone, chat and email
  • Trained, Managed and On-boarded teams both in person and virtually, contributing to more effective and efficient workplace
  • Organizational efficiency increased from 88% to > 95% with consistency and high productivity
  • Monitored performance, SLA, shrinkage, schedule adherence, conducted one on one feedback sessions as Team Manager
  • Provided cross-functional support to customers and employees located in UK, USA, South Africa, Ireland, Scotland, China, Philippines, Australia, and Japan internationally and Pune, Noida, UP, MP, Rajasthan, Coimbatore, Hyderabad, Chennai domestically showcasing strong interpersonal relations and communication abilities for pilot projects of Amazon Business, Amazon Fresh, Alexa, Amazon Home Services, Prime-Now
  • Represented office of CEO, Amazon for Executive Customer Relations, Social Media and Legal escalations demonstrating exceptional customer service and conflict resolution abilities while representing company at topmost level
  • Productively increase of >10% consistently
  • 96% C-Sat through out tenure as Lead for Amazon.co.uk
  • Over 5,00,000 unique contacts on OS designed specifically for Customer Service over Ubuntu
  • Contacts including Phones, Chats, Emails and experimental AI MessageUS.
  • Participated in regular professional development opportunities to stay current on best practices within field of case management.

Inside Sales Representative

Dell International Services
Hyderabad
01.2013 - 01.2014
  • Inbound Sales Representative for Dell Electronics and Accessories division USA
  • Demonstrated in-depth knowledge of both hardware and software, providing expert-level support to customers and contributing to sales growth.
  • Increased sales revenue by building strong relationships with clients and providing insightful product recommendations
  • Achieved or exceeded company-defined sales quotas
  • Selected correct products based on customer needs, product specifications and applicable regulations
  • Worked with close rate of 75% and 5 calls per hour.

Analyst

Google India Private Limited
Hyderabad
01.2010 - 01.2013
  • Digitized countries in Middle East and Africa by collecting, reviewing, enhancing, and updating data points for Google Maps.
  • Field tested Directions and Landmarks project in India, resulting in improved navigation and landmark recognition for businesses such as Uber and Zomato, positively impacting local economies and businesses.
  • Conducted regular reviews of operations and identified areas for improvement for team of 80.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports
  • Evaluated staff performance and provided coaching to address inefficiencies
  • Collected, arranged, and input information into database system
  • Supported company expansion efforts through careful market research and competitive landscape assessments

Education

BACHELOR OF TECHNOLOGY - Biotechnology

St. Martins Engineering College, JNTU Hyderabad
Hyderabad
01.2006 - 04.2010

INTERMEDIATE - Mathematics, Physics, Chemistry

Gautami Vidya Dhamam, Hyderabad
Hyderabad
01.2004 - 04.2006

SCHOOL -

St. Ann's High School, Hyderabad
Hyderabad
01.1994 - 04.2004

Skills

  • Customer Service; Team Management; Resolution Management; International Voice; Training; Data Driven Problem Solving; Stake Holder & Client Engagement; Insurance Claims; Leaves and Disability; Case Management; Decision Making & SOP creation

  • Interpersonal Skills

  • Time management abilities

  • Decision-Making

  • Regulatory Compliance

  • Multitasking Abilities

Websites

Additional Information

HR Specialist, Case Manager for Disability and Leaves USA. International team managed virtually from Costa Rica handling Federal and State insurance claims over phone, chat and email. Trained, Managed and On-boarded teams both in person and virtually, contributing to a more effective and efficient workplace. Organisational efficiency increased from 88% to > 95% with consistency and high productivity. Monitored performance, SLA, shrinkage, schedule adherence, conducted one on one feedback sessions as a Team Manager. Provided cross-functional support to customers and employees located in the UK, USA, South Africa, Ireland, Scotland, China, Philippines, Australia, and Japan internationally and Pune, Noida, UP, MP, Rajasthan, Coimbatore, Hyderabad, Chennai domestically showcasing strong interpersonal relations and communication abilities for pilot projects of Amazon Business, Amazon Fresh, Alexa, Amazon Home Services, Prime-Now. Represented office of the CEO, Amazon for Executive Customer Relations, Social Media and Legal escalations demonstrating exceptional customer service and conflict resolution abilities while representing the company at the highest level. Productively increase of >10% consistently. >96% C-Sat throughout my tenure as a Lead for Amazon.co.uk. Over 5,00,000 unique contacts on OS designed specifically for Customer Service over Ubuntu. Contacts including Phones, Chats, Emails and experimental AI MessageUS. Inbound Sales Representative for Dell Electronics and Accessories division in the USA. Demonstrated in-depth knowledge of both hardware and software, providing expert-level support to customers and contributing to sales growth. Digitized countries in the Middle East and Africa by collecting, reviewing, enhancing, and updating data points for Google Maps. Field tested the Directions and Landmarks project in India, resulting in improved navigation and landmark recognition for businesses such as Uber and Zomato, positively impacting local economies and businesses. Collaborated with teams to ensure product met high standards of quality via training and supervision. Headed operations with total of 250+ employees, reporting to the Managing Director. Managed Day to Day operations of headquarters at Begumpet with 130+ employees. Made strategic decisions involving Network, Marketing, Legal, HR, Administration, Training and Sales dept. Initiated and Monitored projects involving Strategic Hiring, Network upgrade to VOIP with internal and external stakeholders. Created modules and conducted Orientation and Training to all new hires from all sites located across south India.

Timeline

Operations Manager

Kansas Overseas Career
07.2023 - 09.2023

Inside Sales Representative

Dell International Services
01.2013 - 01.2014

Analyst

Google India Private Limited
01.2010 - 01.2013

BACHELOR OF TECHNOLOGY - Biotechnology

St. Martins Engineering College, JNTU Hyderabad
01.2006 - 04.2010

INTERMEDIATE - Mathematics, Physics, Chemistry

Gautami Vidya Dhamam, Hyderabad
01.2004 - 04.2006

SCHOOL -

St. Ann's High School, Hyderabad
01.1994 - 04.2004

Case Manager - Leaves and Disability

Amazon.com
1 2014 - 1 2023

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SANDEEP BHAGWATHCase Management Professional