SANDEEP SUBRAMANYAM
KA
Summary
Dynamic and results-oriented Services Transformation Leader with a proven track record in Advanced Technical Support. Adept at leading and motivating teams to exceed customer expectations and achieve business goals. Good analytical and problem-solving and logical thinking capabilities, strong leadership and management skills with a focus on quality. Highly Proactive and self-driven in challenging circumstances to steer towards outcome of customer satisfaction, and continuous improvement.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Transformation Leader - GCP & SO
Schneider Electric
11.2023 - Current
- Deployed Service² in 20+ countries.
- Customer Mindset Program - Initiated and aimed at cultivating a customer-centric approach within the organization. The goal is to instill a mindset among employees that prioritizes the needs and satisfaction of customers. Fostered a culture of continuous improvement and adaptability to meet evolving customer needs.
- Streamlined and optimized workflow and communication by implementing Agile frameworks for timely achievement of project milestones, closely tracked project plan implementation, and actively participated in Work Package Reviews (WPR).
- Proficient in digital customer journey mapping, adept at crafting comprehensive visual representations of the user experience across various touchpoints.
- Skilled in utilizing tools and methodologies to analyze customer behavior, identify pain points, and optimize interactions for enhanced engagement and satisfaction.
- Experienced in leveraging data-driven insights to inform strategic decisions and drive continuous improvement in customer-centric initiatives
- Experienced in change management within digital transformation initiatives, adept at guiding CCC/Services through the complexities of adopting new technologies and processes.
- Proficient in assessing CCC/Services readiness, identifying barriers to change, and implementing strategies to mitigate resistance while fostering a culture of adaptability and innovation.
- Skilled in facilitating cross-functional collaboration and communication to ensure successful transition and realization of business objectives
Global Deployment Leader- Service Operations
Schneider Electric
07.2019 - 11.2022
- Executed proper business transformation in designated countries, meeting defined criteria and measured through ISR (International Service Request – former Customer International support) & Service² program KPIs.
- Devised and implemented processes and procedures to streamline operations, while defining a deployment strategy
- Modified and updated the deployment roadmap by considering country-specific requirements and regional priorities, ensuring alignment with the overall program objectives.
- Successfully developed and implemented comprehensive communication and training plans, fostering effective information dissemination and skill development within the team.
- Conducted a thorough review of process deviations and exceptions requested by countries, ensuring compliance with established standards and addressing any necessary adjustments.
- Completed the preparation for the transition phase by meticulously addressing business continuity and refining the operating model, ensuring a seamless and efficient transition.
- Analyzed and evaluated training effectiveness and program outcomes.
Manager - Advanced Technical Support
Schneider Electric
04.2019 - 06.2019
- Drove company growth with proactive mindset and results-oriented plans for business operations.
- ·Managed and led team of direct reportees from Advanced Technical Support and Primary Technical Support teams.
- Modeled business processes to identify strengths, weaknesses, and opportunities for improvement.
- Demonstrated expertise in Secure Power and Power products offers and channels, including Panel Builder, Distributor, Contractors, and other key stakeholders.
- Skilled in cultivating strong relationships with channel partners,ensuring alignment with business objectives.
- Oversaw work of administrative staff supporting operations and facilitated key cross-functional collaboration.
- Managed organizational resources to meet administrative and operational needs whilst adhering to guidelines and meeting quality.
- Directed daily operation of Primary and Advanced team business and flexed with changing demands to consistently meet objectives.
- Coordinated strategic plans for technical services management and optimization to best use available resources.
- Ensured customer satisfaction by maintaining customer-centric approach in team interactions.
- Led Technical Expertise (TEX) team India and oversaw generation of Root Cause Analysis (RCA) reports.
Deputy Manager- Advanced Technical Support
SCHNEIDER ELECTRIC
03.2016 - 03.2019
- Managed and led a team of 4 direct reportees from Advanced Technical Support and Primary Technical Support teams.
- Maintained a positive, professional working environment to optimize staff and customer satisfaction.
- Cultivated work environment focused on personal responsibility, continuous improvement, and delivering high-quality results.
- Prepared statements detailing operational detail and key performance indicators.
- Supervised team quality through regular audits, feedback sessions, and continuous improvement initiatives.
- Conducted performance analysis of team members, identified areas for improvement and recognition.
- Implemented strategic measures to achieve Key Performance Indicators (KPIs) and drove overall team performance.
- Collaborated with the Training/Research Department, organized training sessions for the Advanced Technical Support and Primary Technical Support teams.
Service Delivery Team- Secure Power
Schneider Electric
08.2012 - 03.2016
- Work closely with the Service Delivery Manager to coordinate and facilitate the timely delivery of services to customers.
- Scheduling work orders.
- Ensure that service delivery processes align with organizational goals and meet customer requirements.
- Collaborate with customer support teams to enhance the overall customer experience.
- Implement quality assurance measures to enhance the accuracy and effectiveness of service delivery.
- Identify areas for improvement and work with cross-functional teams to implement enhancements.
- Generate regular reports on service delivery performance for management review.
Advanced Technical Support- Secure Power
Schneider Electric
08.2011 - 07.2012
- Handle escalated technical issues from Level 1 support, providing in-depth analysis and solutions.
- Conduct thorough troubleshooting to identify the root cause of complex problems related to Schneider Electric products.
- Communicate effectively with customers to understand and gather detailed information about the technical issues they are facing.
- Provide clear and concise explanations of complex technical concepts and solutions.
- Provide training and guidance to Level 1 Technical Support representatives on handling complex technical issues.
- Stay updated on the latest product developments and share knowledge with the support team.
Primary Technical Support- Secure Power
Schneider Electric
02.2010 - 07.2011
- Provide efficient and timely technical assistance to internal and external customers. Respond promptly to customer inquiries through various channels, including phone, email, and chat.
- Gather relevant information to understand the nature of customer issues and concerns. Diagnose and resolve basic technical problems or escalate complex issues to Level 2 Technical Support as needed.
- Stay informed about Schneider Electric products, services, and solutions. Continuously update knowledge on troubleshooting techniques and product updates.
- Collaborate with cross-functional teams, including Level 2 Technical Support, to ensure timely resolution of customer issues.
Education
DIPLOMA IN ELECTRONICS & COMMUNICATION - Electronics & Communication
MN TECHNICAL INSTITUTE
Bengaluru, KA01.2010
Skills
Functional Skills
- Leadership
- Service Delivery Operations
- Customer Relationship Management
- Agile Best Practices
- Project Management
- Quality Management
- Training and Development
- Process Consulting
Soft/Behavioral Skills
- Problem-Solving
- Proactive and self-driven
- Communication Skills
- Persuasive, encouraging and motivating
- Influential skills
SE Tools Knowledge
- Medallia
- bFO
- bFS
- Oracle
Certification
- Continuous Improvement.
- Product trainings on entire Back UPS, Smart Ups & Inverter.
- Product training on SUVTP/G3500, Symetra (PX1+ PX2), Galaxy 300 with parallel.
- Data Center Certified Associate.
- L2 EcostruXure Certification.
Accomplishments
- Setup Primary-Advanced Escalation Matrix Module for Secure Power products in CCC India.
- Silver Medal in 2017 for Six Sigma project on reducing Overall TAT reduction in TEX process.
- 2nd place in 2015, GEM Awards for HBN Product Registration project, to create customer delight.
- Implementation of 'Closed Over Phone' process to reduce the warranty cost and achieve customer satisfaction.
- Introducing Primary CERT & Advanced CERT certification program at CCC.
- Implementation of FAQ Lifecycle Management.
- Received management recognition - Rated high performer for 2017 & 2018.
Timeline
Transformation Leader - GCP & SO
Schneider Electric
11.2023 - Current
Global Deployment Leader- Service Operations
Schneider Electric
07.2019 - 11.2022
Manager - Advanced Technical Support
Schneider Electric
04.2019 - 06.2019
Deputy Manager- Advanced Technical Support
SCHNEIDER ELECTRIC
03.2016 - 03.2019
Service Delivery Team- Secure Power
Schneider Electric
08.2012 - 03.2016
Advanced Technical Support- Secure Power
Schneider Electric
08.2011 - 07.2012
Primary Technical Support- Secure Power
Schneider Electric
02.2010 - 07.2011
DIPLOMA IN ELECTRONICS & COMMUNICATION - Electronics & Communication
MN TECHNICAL INSTITUTE
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