Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic
Sandeep Chandra Das

Sandeep Chandra Das

Bengaluru

Summary

Seasoned Manager in Client Support Centres, offering robust experience managing support teams and resolving customer issues efficiently. Exhibits strong leadership skills, fostering a high-performance team environment to drive customer satisfaction. Demonstrates impact through implementation of innovative solutions for streamlining operations, improving workflows and reducing response time.

Overview

15
15
years of professional experience

Work History

Manager, Client Support Center

Nextgen Healthcare
Bengaluru
07.2023 - Current
  • Managed daily operations of the Client Support Center including staffing, scheduling, budgeting.
  • Implemented strategies to reduce response time while maintaining high quality standards.
  • Collaborated with other departments such as Marketing, Sales, and IT on cross-functional initiatives.
  • Developed and maintained relationships with clients to ensure ongoing support needs were met.
  • Served as point-of-contact between clients and internal teams during resolution processes.
  • Monitored client feedback to identify areas for improvement in service delivery.
  • Conducted regular team meetings to review progress on projects and brainstorm solutions for outstanding issues.
  • Created monthly schedules for team members and enforced timely shift start and end times.
  • Resolved complex and escalated support issues.
  • Fostered positive and inclusive team culture for support staff.
  • Reported concerns and recommendations from clients and employees to senior management.
  • Provided ongoing training to maintain productivity and effectiveness of staff.
  • Conducted regular performance reviews and provided constructive feedback to team members.
  • Evaluated performance of support staff and provided coaching to improve performance.
  • Developed departmental goals and standards in line with supporting organization's mission and strategic vision.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Recruited and trained new employees to meet job requirements.
  • Delegated work to staff, setting priorities and goals.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Assigned work and monitored performance of project personnel.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.

Manager, Production Support

Empower
Bengaluru
12.2020 - 07.2023
  • Leading a team of 15 members across India and the USA, providing 24/7 technical support, application, and production support on BAU tasks.
  • Drive Major Incident Call for Production support team and participate in Root cause Analysis calls.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Provided leadership during times of organizational change or crisis situations.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
  • Conducted performance reviews for team members.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Established and monitored KPIs to evaluate performance and identify areas for improvement.
  • Managed risk by developing and implementing effective risk management strategies.
  • Recruited and hired qualified candidates to fill open positions.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Streamlined communication channels, improving information flow and decision-making speed.
  • Conducted performance evaluations, providing feedback and coaching for team development.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Analyzed market trends and competitor activity to inform business strategy.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Implemented process improvements, resultingin an increase in operational efficiency.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Team Lead, Global Application Support

Meltwater Software
Bengaluru
12.2019 - 12.2020
  • I have been actively involved in the hiring, onboarding, and offboarding processes for my team.
  • Involved in coaching and mentoring team members to effectively plan and develop their careers.
  • Ensured quality customer interactions through performance evaluations, training, and quality assurance processes.
  • Implemented strategic policies for managing costs and supporting staff development.
  • Act as an escalation point of contact for application support issues, requiring the ability to handle challenging issues related to supporting various applications and systems.
  • Provide regular status reports to the customer and Delivery/Account Manager on application status and other metrics.
  • Prioritize issues raised, coordinate escalation, and resolve major service issues.
  • Effectively allocate resources to resolve problems and incidents based on priority.
  • Conduct peer reviews, and demand high-quality standards from the reviewed deliverables.
  • Handle resourcing requirements for support roles in the team.
  • Ensure overall customer satisfaction by maintaining regular touchpoints with the team and customer stakeholders.
  • Coordinate with cross-functional departments to achieve operations goals and objectives.
  • Leading, mentoring, and monitoring the performance of 15 team members to ensure efficiency in process operations and the meeting of individual and group targets.
  • Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
  • Ensured compliance with company policies and procedures throughout the team.
  • Developed strategies to increase team productivity and improve customer service levels.
  • Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
  • Trained new staff in relevant processes and procedures.
  • Monitored team performance against targets, taking corrective action where necessary.

Senior Technical Specialist II

Nextgen Healthcare
Bengaluru
12.2013 - 12.2019
  • Communicated with internal and external clients to clarify specific requirements and expectations.
  • Managed client expectations to uphold quality standards.
  • Installed, configured, and upgraded database server software and associated products.
  • Led, mentored, and monitored the performance of 10 team members to enhance process efficiency.
  • Assisted in hiring, training, and supervising work allocation for new hires in India.
  • I visited the USA multiple times to gather project requirements and conducted training for the team in India.
  • Troubleshot and administered database processes while establishing robust backup and recovery policies on SQL Server.
  • Migrated servers from hosted environments to AWS, utilising S3 buckets for data management. Migrate servers from other hosted environments to AWS.
  • Create or use an S3 bucket for data migration, backup, and retention. Using IAM to give appropriate access to clients and technicians, who would be using the AWS environment.
  • New client setup. Use the appropriate EC2 (Windows Server) instance type as required. Maintenance, like instance re-sizing,
  • Managing users using Active Directory, creating shared drives, home folders, and service accounts.
  • Managing large and complex projects or multiple components of a large project involving more than one company’s product
  • Assisting with performance tuning requests; developed tools for performance monitoring and performance testing, dealt with database-related production incidents
  • Developing, implementing, and maintaining change control and testing processes for modifications to databases; testing routine system backups and restores
  • Managing end-user accounts, permissions, access rights, and storage allocations in accordance with privacy, security, and regulatory best practices.
  • Prepared detailed documentation including user guides, installation instructions and training materials.
  • Managed multiple projects simultaneously while adhering to deadlines set by management.
  • Provided technical expertise to troubleshoot and resolve complex system issues.
  • Conducted research on new technologies, products and services related to customer requirements.
  • Developed, implemented and maintained high-level technical solutions for clients.
  • Coordinated with other IT teams in order to ensure smooth implementation of projects.
  • Analyzed customer feedback data in order to identify opportunities for system enhancements.
  • Assisted junior team members in resolving complex technical issues in a timely manner.
  • Provided end-user support by addressing requests through phone calls, emails or chat sessions.
  • Monitored system performance and identified areas for improvement or optimization.
  • Authored technical documentation, including system design specifications, user manuals, and maintenance guides.
  • Oversaw the migration of legacy systems to modern platforms, minimizing downtime and data loss.
  • Established and maintained strong client relationships through exceptional problem-solving and technical support.
  • Managed client expectations through clear communication of technical limitations and project timelines.
  • Led cross-functional teams in systems integration projects.
  • Communicated with clients to understand system requirements.
  • Provided status updates to keep upper management informed and to reach goals.

Technical Support Engineer

Citrix Systems
Bengaluru
12.2011 - 12.2013
  • Installed, configured, and troubleshooted Licensing components to ensure optimal functionality.
  • Managed complex issues while organising knowledge-sharing sessions for new hires.
  • Developed solution objects and supported various versions of XenApp.
  • Communicated with clients to gather requirements, managing expectations as quality indicators.
  • Reproduced in-house issues, documenting and reporting bugs effectively.
  • Provided end-to-end licensing troubleshooting and support for international B2B clients and Citrix partners.
  • Assisted clients with license allocation, downloading files, and updating the license server.
  • Administered First Call Resolution (FCR) metrics to enhance team performance.
  • Installed and tested operating systems, applications, updates, patches, and service packs.
  • Resolved complex technical problems through root cause analysis techniques.
  • Assisted customers with troubleshooting software and hardware issues.
  • Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
  • Analyzed system logs for potential problems or errors related to system performance or security threats.
  • Monitored ticketing system queues for incoming requests from customers.
  • Replied to customer queries via email, messaging systems and support ticket platforms.
  • Configured and installed hardware and software solutions to meet organizational needs.
  • Participated in continuous education programs to stay current with emerging tech trends and tools.
  • Coordinated with vendors and external support teams to resolve third-party software issues.
  • Recommended system enhancements and upgrades to support evolving business needs.

Technical Support Engineer

Dell India
Bengaluru
11.2010 - 12.2011
  • Administered database processes on SQL Server, establishing robust backup and recovery procedures.
  • Installed and tested operating systems, applications, updates, patches, and service packs.
  • Implemented database security protocols by creating users, roles, and assigning privileges.
  • Provided technical support to customers by troubleshooting and resolving hardware and software issues.
  • Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
  • Provided comprehensive hardware support for the system and Windows environments.
  • Analyzed system logs for potential problems or errors related to system performance or security threats.
  • Configured and installed hardware and software solutions to meet organizational needs.
  • Ensured the integrity and security of enterprise data across host computers and multiple databases.
  • Developed models for new databases, and optimized existing database structures.
  • Facilitated root cause analysis for technical problems and implemented corrective actions.
  • Analyzed customer feedback to develop targeted improvements in technical support services.
  • Spearheaded tracking of dispatch and repeat dispatch rates for operational efficiency.
  • Scrubbed First Call Resolution data to enhance team performance tracking.
  • Replied to customer queries via email, messaging systems and support ticket platforms.
  • Monitored ticketing system queues for incoming requests from customers.
  • Participated in continuous education programs to stay current with emerging tech trends and tools.

Education

B.E - Electronics & Communication Engineering

Rajiv Gandhi Institute of Technology
Bengaluru
08-2009

Skills

  • SQL
  • AWS
  • Linux
  • Windows
  • Git/GitHub
  • Salesforce
  • Ops Genie
  • Team leadership
  • Cross-functional collaboration
  • Process improvement
  • KPI development
  • Workforce management
  • Customer relationship management (CRM)
  • Goal setting
  • Performance evaluations
  • Project management
  • Operations management
  • Change management

Languages

English
First Language
Hindi
Intermediate (B1)
B1
Bengali
Upper Intermediate (B2)
B2
Assamese
Intermediate (B1)
B1
Kannada
Beginner (A1)
A1

References

References available upon request.

Timeline

Manager, Client Support Center

Nextgen Healthcare
07.2023 - Current

Manager, Production Support

Empower
12.2020 - 07.2023

Team Lead, Global Application Support

Meltwater Software
12.2019 - 12.2020

Senior Technical Specialist II

Nextgen Healthcare
12.2013 - 12.2019

Technical Support Engineer

Citrix Systems
12.2011 - 12.2013

Technical Support Engineer

Dell India
11.2010 - 12.2011

B.E - Electronics & Communication Engineering

Rajiv Gandhi Institute of Technology

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Sandeep Chandra Das