Sandeep Konkay

Started career in IBM Kenexa since July, 2009.

As Team manger working directly with various dedicated client accounts and managed multiple Level2 teams in providing technical support to clients.

• Managed teams in India and US with team size of 11+ members.
• Handle contracts size of $102,555.00 to $465,000.00 with successful renewals year on year.
• Developed and implemented training initiatives for new hires.
• Analyzed critical and complicated issues to identify troubleshooting methods needed for quick remediation for L2 teams.
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Collaborated with vendors to resolve advanced problems or build a integrations.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
• Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
• Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
• Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
• Led and executed customer support team strategy by coaching team to reach company support goals.
• Measured customer support success through NPS to attain 90% NPS score per client.
• Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
• Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
• Gathered customer information and maintained in CRM database.
• Identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints.

As a Technical support Specialist, worked with various client related issues providing them technical support through phone, email and chat.

• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Identified and solved technical issues using variety of diagnostic tools and tactics.
• Defined and documented technical support best practices for configuration changes for their business.
• Conducted in-depth product and issue resolution research to address customer concerns.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Managed high levels of call flow about 80 contacts and responded to client technical support needs.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Maintain 100% quality during audits.

• Professional development completed in Business Management