Sandeep Das

Dynamic Team Lead with extensive experience in the Support Industry, excelling in performance management and coaching. Proven track record in enhancing customer experience through effective escalation management and reporting. Skilled in Salesforce, Zendesk and team building, driving operational success and fostering a collaborative environment to achieve departmental goals.

• English
• Hindi
• Bengali

• Playing Cricket
• Swimming

• Managing a team of Technical Support Representatives– Triage.
• Managing Team performance and the flow of day-to-day operations.
• Monitoring team members and providing mentorship, feedback, coaching and enabling recognition.
• Managing short and long-term performance management of direct reports, including managing individual operational indicators, written performance reviews, and career planning.
• Organizing and participating in regular team meetings, bringing observations of potential trends and issues to light, creating reports and strategy development to reach departmental goals.
• Planning the staffing & schedule of Team members, ensuring 24
• 7 coverage.
• Taking part in recruitment activity for the team as and when required. Onboarding and training new members of the team.
• Coordinating closely with the wider Global support team, Product development team and Sales team in a collaborative manner.
• Ensuring that great attention to detail is apparent in all support cases handled.
• Assist in the translation, maintenance, and updating of technical documentation associated with the product line when required.
• Supporting the Turnitin product line via email, ensuring problem resolution.
• Support other strategic initiatives as needed.

• Father's Name: Late Subhas Chandra Das
• Date of Birth: 01/08/84
• Nationality: Indian