Sanjay Das

• Tracked KPIs and created continuous improvement plans.
• Developed and implemented strategies to improve support operations, resulting in reduction in customer resolution times
• Managed customer contact center with 19 support representatives.
• Developed and implemented training initiatives for new hires.
• Increased customer satisfaction ratings to 95+%.
• Developed and implemented strategies to improve support operations, resulting in reduction in customer resolution times
• Conducted regular team meetings to provide updates, address challenges, and offer coaching and training opportunities
• Facilitating with operations information and recommendations to strategic plans and reviews; preparing and completing action plans
• Collaborated with cross-functional teams to identify and address recurring technical issues, reducing customer escalations.
• Leading into customer issues with team and devise ways of improving the customer experience, including resolving problems and complaints
• Established key performance indicators (KPIs) to measure team performance and conducted regular performance reviews to provide feedback and set goals.
• Managed escalations from customers and ensured timely resolution of complex technical issues.

• Liaising across product groups, partners, and customers, to achieve customer support objectives.
• Giving champion recommendations to management for change/improvements and execute on approved proposal(s)
• Enabling the group to work in a team environment and leverages top technical talent to share/transfer knowledge.
• Providing guidance and support to engineers helping them achieve better customer satisfaction and time to resolution goals.
• Supporting teamwork to achieve common goals, whereas encouraging individual contributions
• Assisting in hiring and training of new WFM’s and helping the new hires with the on boarding process
• Analyzing information collected on various procedures to determine weaknesses and necessity for improvement.
• Performing cost benefit analysis on multiple projects to create a prioritized list.
• Ensuring process improvement results in reduced process cost, enhanced quality, decreased cycle times and reduced errors / omissions.
• Reviewing process breakdowns and develop solutions to ensure process continuity.
• Coordinating with senior management to relay status reports and project milestones
• Supporting implementation of new processes, transition from older procedures and general training

• Troubleshot Backup and restore issues with EMC Networker integration with DataDomain irrespective of the different versions.
• Implemented NetWorker, DataDomain and Avamar solutions to customers.
• Supported:

o Customers for break & fix issues related to the Networker.

o Networker configuration with various hardware devices (auto-changer, silo) as per hardware and software compatibility

• Managed:

o Networker Up gradation and Migration issues in different environment

o Issues related with the Networker Management Console

• Shared all acquired knowledge concerning problem resolution with Level 1, Field and, as appropriate, Customers.
• Participated in problem recreation and failure analysis of systems level problems as well as contributed to centralized problem identification and resolution database.
• Developed a wide variety of test equipment, diagnostic tools and techniques used in problem resolution.

• Managed the team of 10 people and provided proper guidance.
• Ensured 100% dispatch screening for parts sent to customers, to ensure first time fix.