Sandeep Sangwan
Operations and Data Analytics
505, Sultan Building, Al Mankhool, Dubai,Dubai
Summary
Results-driven professional with over 14 years of experience in CRM support, data analytics, compliance, audit operations, and client relationship management. Specializes in Salesforce CRM and sales pipeline management, honed skills through hands-on experience with CRM tools at KPMG. Proficient in user onboarding, training, dashboard creation, and process improvement. Dedicated to creating impactful processes that foster collaboration and drive exceptional client satisfaction. Skilled in leveraging data analytics and innovative tools to translate insights into actionable strategies. Excels at building high-performing teams aligned with organizational objectives. Passionate about utilizing advanced analytics and technical solutions for continuous improvement in dynamic environments. Eager to bring expertise in compliance analytics and operations management to a forward-thinking company. Excellent trainer and mentor committed to driving success through knowledge sharing and skill development.
Overview
15
15
years of professional experience
11
11
years of post-secondary education
5
5
Certificates
Work History
Team Lead – Audit Quality
KPMG Resource Centre Pvt. Ltd.
Gurugram
11.2021 - 11.2024
- Engineered Power BI and excel dashboards and reports for effective audit and compliance monitoring.
- Scrutinized large datasets to conduct comprehensive risk assessments, identifying pivotal trends and mitigation strategies.
- Collaborated with audit and compliance teams to validate data integrity and enhance reporting accuracy.
- Presented critical insights to senior leadership, significantly contributing to Audit Quality Monthly reports.
- Utilized ETL processes with SQL and Alteryx, ensuring precise extraction, transformation, and loading of data for audit reports and compliance monitoring tools.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Created and managed project plans, timelines and budgets and Maintained database systems to track and analyze operational data.
- Developed effective improvement plans in alignment with goals and specifications.
Team Lead, Sales Pipeline & CRM Operations
KPMG Global Services (KGS)
Gurugram
09.2014 - 11.2021
- Managed and supported CRM tools for 4.5 years as part of the Sales Pipeline team.
- Conducted onboarding and usage training for CRM users.
- Resolved CRM queries and coordinated across global teams.
- Orchestrated the management of over 600 UK Public Sector portals and coordinated successful public sector tender submissions.
- Developed MI reports tracking pipeline health and bid performance.
- Provided technical support and issue resolution on ServiceNow for incident, request, and change management modules, contributing to operational efficiency and seamless IT service delivery.
- Delivered management information reports in alignment with client frameworks and regulatory standards.
- Revamped bidding processes through thorough feedback analysis, driving continuous improvement initiatives.
- Led end-to-end bid management by identifying relevant opportunities from daily reviews of public notices, coordinating with Bid teams, and ensuring timely submission on client portals.
Operations Manager – Customer Support
LibSys Corporation
Gurugram
04.2013 - 11.2016
- Led national and international client operations, managing escalations, technical support, and customization requirements.
- Collaborated with cross-functional software and hardware teams to streamline workflows and tailor solutions to client needs.
- Trained and evaluated support teams, driving improvements in customer satisfaction and operational efficiency.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
- Increased profit by streamlining operations.
- Handled staff training initiatives aimed at up skilling the workforce to meet dynamic industry demands.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Implemented quality control systems to boost overall product consistency and reliability.
- Analyzed and reported on key performance metrics to senior management.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Developed and maintained relationships with external vendors and suppliers.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented sustainability initiatives, reducing environmental impact.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced operational risks while organizing data to forecast performance trends.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Process Associate
Sunlife Financial Pvt Ltd
Gurugram
12.2010 - 12.2012
- Managed end-to-end enrolment, withdrawal, and claims processing for North American clients, ensuring high accuracy and compliance with SLAs.
- Led a 25-member team in Tier-2 reporting and streamlined communication with onshore counterparts.
- Spearheaded process improvement initiatives that drove measurable gains in efficiency and client satisfaction.
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Participated in regular team meetings, contributing valuable insights toward process enhancements.
Customer Care Executive
IBM India
Gurugram
12.2009 - 12.2010
- Supported the settlement of health and dental claims for international clients.
- Maintained exceptional productivity and accuracy in claim resolution processes.
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Education
MBA - Human Resources Management
Maharishi Dayanand University
Rohtak 01.2006 - 01.2009
B.Com - Business/Commerce
Maharishi Dayanand University
Rohtak 01.2001 - 01.2005
Master of Science - Business Analytics
Birla Institute of Technology And Science, Pilani
Rajasthan 01.2021 - 01.2024
High School Diploma -
Model School Rohtak
Rohtak 04.2000 - 04.2001
Skills
Project operations management
Workflow automation
Cross-functional team management
Service level agreement monitoring
Stakeholder Management
Experience in Lean Six Sigma practices
Data analysis and reporting
Analytical decision making
Analytical auditing skills
Regulatory compliance oversight
ETL process management
Expertise in technical tools
Power BI visualizations expertise
Experience with SQL query optimization and complex joins
Experience with Alteryx workflow development
Microsoft Excel (Pivot Tables, Dashboarding, Power Query)
ServiceNow
Client relationship management
Client engagement strategies
Health and Dental Insurance Operations
RFP / RFQ Response Management
Contract Lifecycle Management
Regulatory Compliance
Interpersonal skills
Coaching team members
Change Management
Effective conflict resolution
Performance evaluation and growth
Communication and Stakeholder Alignment
Certification
LOMA 280
Timeline
Team Lead – Audit Quality
KPMG Resource Centre Pvt. Ltd.
11.2021 - 11.2024
Master of Science - Business Analytics
Birla Institute of Technology And Science, Pilani
01.2021 - 01.2024
Team Lead, Sales Pipeline & CRM Operations
KPMG Global Services (KGS)
09.2014 - 11.2021
Operations Manager – Customer Support
LibSys Corporation
04.2013 - 11.2016
Process Associate
Sunlife Financial Pvt Ltd
12.2010 - 12.2012
Customer Care Executive
IBM India
12.2009 - 12.2010
MBA - Human Resources Management
Maharishi Dayanand University
01.2006 - 01.2009
B.Com - Business/Commerce
Maharishi Dayanand University
01.2001 - 01.2005
High School Diploma -
Model School Rohtak
04.2000 - 04.2001