Sandeep BSV
Support Engineer
Bangalore
Summary
Customer-focused professional with strong analytical skills and over 7 years of experience in resolving complex issues, optimizing processes, and delivering actionable insights. Adept at managing client relationships, providing tailored solutions, and driving customer satisfaction through data-driven decision-making. Proven ability to analyze trends, handle critical situations, and collaborate with cross-functional teams to enhance overall service delivery and business outcomes.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
5
5
Certifications
5
5
Languages
Work History
Solution Support Engineer
SAP Labs India
10.2021 - Current
- Developed business cases to address team training needs and drive process improvements.
- Engaged key stakeholders to ensure timely and effective reporting insights are delivered
- Proactively supported Premium Support customers during product implementations and upgrades through Critical Case Monitoring and info sessions.
- Managed customer expectations in alignment with established SAP processes and procedures.
- Provided timely reports on case SLA performance to stakeholders and the product manager.
- Co- ordinating with Account Executives and customers to find the gap and provide the relevant CPO sessions
- Tracked project progress and milestones using project management tools, ensuring timely delivery and adherence to client expectations.
- Maintained effective communication with clients throughout the reporting process, managing expectations and ensuring a high level of satisfaction.
- Implemented automation tools to streamline workflows, reducing manual tasks and increasing productivity within the support team.
- Conducted training sessions for new support engineers, enhancing team skill levels.
Senior Executive - Customer Delight
Swiggy
Banglore
02.2018 - 10.2022
- Analyzed and resolved order placement errors on a high-priority basis.
- Managed payment-related queries, tracked issues in payment gateways, raised tickets for failed payments, and ensured timely refunds.
- Addressed post-delivery issues, provided compensation to customers, and gathered feedback to enhance loyalty.
- Assisted with cancellations, order edits, and CRM updates, coordinating with partners as needed.
- Communicated customer customization or edit requests to partners and ensured order adjustments.
Education
Bachelor of Engineering -
SRM Institue of Science and Technology
05.2005 - 11.2009
Skills
Strong analytical skills
Client-facing experience
Time management
Microsoft office
Incident management
Desktop support
Technical writing
Decision-making
Ticketing systems
Multitasking Abilities
Effective communication
Problem-solving abilities
Certification
Business Etiquettes
Timeline
Solution Support Engineer
SAP Labs India
10.2021 - Current
Senior Executive - Customer Delight
Swiggy
02.2018 - 10.2022
Bachelor of Engineering -
SRM Institue of Science and Technology
05.2005 - 11.2009
Similar Profiles
Adithya K RameshAdithya K Ramesh
SENIOR DEVELOPER at SAP LABS INDIA PVT. LTD.SENIOR DEVELOPER at SAP LABS INDIA PVT. LTD.
Molakala Sasikanth ReddyMolakala Sasikanth Reddy
Senior Engineering Manager at SAP Labs IndiaSenior Engineering Manager at SAP Labs India
Preethi RaiPreethi Rai
Development Manager at SAP Labs IndiaDevelopment Manager at SAP Labs India