Sandeep Vancha
Hyderabad,India
Summary
Accomplished professional with extensive expertise in customer service excellence, client and customer management, and project management. Demonstrates strong leadership skills and strategic leadership capabilities, with a proven track record in training and development, vendor relationship management, and quality assurance. Adept at performance metrics analysis, critical-thinking, and process improvement, contributing to organizational development and product development experience. Committed to enhancing client relationship management through effective CRM solutions and process improvement knowledge.
Overview
25
25
years of professional experience
Work History
Senior Manager- Content Management
EBSCO Information Services
Hyderabad, India
04.2015 - 01.2025
- Handle a team of 70 resources (All service lines) managers and Team Leaders across all the sites
- Build relationships with EBSCO's journal publishers to acquire content and thereby ensure completeness and currency of content on product
- Resolve problems with service issues, working closely with publisher contacts, business stakeholders, and internal production teams to quickly and efficiently resolve issues
- Serve as the primary link between the Product Manager (and other functional leaders) and the development team; by doing so, also serve as the customer and end-user proxy to the development team
- Collaborate closely with Product Managers and System Architects to translate business and technical priorities into user stories
- Communicate feature status to Product Managers and business owners and escalate issues that need business decisions or direction
- Own, build, prune, refine, maintain and provide visibility of the team backlog with input from key stakeholders
- Review and prioritize the backlog for iteration planning, including coordination of dependencies with other Agile teams
- Use various Oracle tools to ensure the content meets the specifications, adapt to the accurate standards and within the copyright jurisdiction
- Fully own story acceptance, validating that each finished story meets the acceptance criteria and completeness
- Act as a data expert for the team, providing guidance on establishing workflows and frameworks, and providing technical training to less experienced team members
- Ensure a positive work environment, constructive feedback, continuous learning and a high-quality employment experience for the team and ensure all Analysts meet their quality and productivity standards
- Be the key driver and coordinator of the team demos
- Review productivity and attendance reports and coach staff members to improve performance.
Sr. Client Relations
Monster.com India Pvt. Ltd
02.2014 - 04.2015
- Handled a huge number of Clients assigned to me and assisted them on the functionality of the Interface by conducting Online Training and taking care of service related queries since the beginning to end of the Monster services to them
- Assisted clients in sourcing profiles, posting jobs and other issues related to service
- Conducted refresher training as per the client's request, explaining how to post the job for better exposure and how to source profiles by using the relevant key strings
- Following up with HR managers, VPs and Directors of companies to monitor the usage, taking inputs for product enhancements and suggesting plan of actions to improve their team’s overall productivity of the services purchased
- Verify agreements / documents opted by clients and thereby accomplished value-added services
- Responsible for the end-to-end service level attainment
Business Development
Neo Overseas Consultants
01.2010 - 02.2014
Deputy Retail Manager
Coral racing Ltd
London
07.2008 - 09.2009
Business Development
Mayuri Hatcheries
05.2000 - 02.2006
Education
Post Graduate Diploma - Management studies
London International College
Bachelor of Science (B.Sc.) -
Osmania University
Skills
- Customer service excellence
- Customer Management
- Client Management
- Project Management
- Transition Management
- Training & Development
- Vendor relationships management
- Performance metrics analysis
- Critical-thinking
- Quality Assurance
- CRM solutions
- Organisational development
- Product development experience
- Disciplinary procedures
- Process Improvement
- Leadership skills
- Client Relationship Management
- Process improvement knowledge
- Training and Development
- Strategic leadership
SKILLSET
- Analytical - Tableau
- Agile - Jira, Rally
- Service Now
- CRM - NetSuite
Timeline
Senior Manager- Content Management
EBSCO Information Services
04.2015 - 01.2025
Sr. Client Relations
Monster.com India Pvt. Ltd
02.2014 - 04.2015
Business Development
Neo Overseas Consultants
01.2010 - 02.2014
Deputy Retail Manager
Coral racing Ltd
07.2008 - 09.2009
Business Development
Mayuri Hatcheries
05.2000 - 02.2006
Post Graduate Diploma - Management studies
London International College
Bachelor of Science (B.Sc.) -
Osmania University
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