Sarthak Yadav
Senior Executive(Operations & Project Management)
Greater Noida
Summary
"In the current position, being a part of the Operations and Project Management team, I am responsible for customer service, coordination, and management of operational and delivery functions. The vision is to elevate and improve these aspects, bringing them to new levels of excellence. Offering 4.10 years of experience in Product Based and Manufacturing Industry."
Overview
5
5
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Senior Executive
Bergen Solar Power And Energy
12.2023 - Current
- Managed large-scale Solar Module Manufacturing Lines starting with the planning,scheduling, quality control, installation and commissioning.
- Boosted operational efficiency through implementation of lean principles, resulting in reduced bottlenecks and improved production timelines.
- Managing effective communication from respective stakeholder including the customer, services teams consistent communication to manage expectations, address concerns, and ensure alignment with project goals.
- Maintains a detailed descriptive tracker for the project to ensure that the cases are timely updated with the progress on site.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Expanded the organization''s global presence by establishing and nurturing strategic partnerships with key industry players in renewable markets.
Service Delivery Associate-II
Ameyo(Exotel)
5 2021 - 11.2023
- Creating dashboards with pleasing aesthetic and handling monthly MIS reporting and manage ad- hoc client requests including problem-solving on administrative and operations issues.
- Teams were motivated and managed to make improvements to operations, which raised overall productivity.
- Analyze ticket data, establishing trends for predicted 5-7% ticket deflection, and identified root causes and categories.
- Discuss SLA, CSAT, Escalations and action plans with customers during monthly review calls.
- Achieved target of benchmark SLA i.e 95% and CSAT of 90%+ for multiple consecutive quarters.
- Onboarding new logos in support business function and designing standard operating procedures (SOPs) for the support function.
- Hands on experience with Salesforce and its ticketing system.
- Extensive knowledge of SIP and VoIP.
- Establish key performance indicators (KPIs) to track progress towards the objectives. Regularly review and adjust strategic plan as needed and also ensuring that team carries the task maintaining the companies compliances.
Support Associate
Ameyo
09.2019 - 04.2021
- Guided the Support Engineers (80+ Resources) on how to adapt to the new CRM's user interface. delivered the UAT results and helped with the migration of the new ITSM Tool (Salesforce). Having in-depth knowledge of Salesforce and LSQ.
- As required, collaborate with the accounts, business development, and resource management teams to meet team objectives and deliver excellent customer service.
- Service Delivery & SLA adherence of Incident Management,Problem Management and Change Management.
- Conduct Customer Setups Audit and compliance check along with Prioritization, ticket assignment, and escalation control.
Education
Bachelor of Technology (B. Tech) - Computer Science, Oil And Gas Informatics
University Of Petroleum And Energy Studies
Dehradun 07.2015 - 05.2019
Skills
- Service Delivery Management
Operations Management
Customer Success/Relationship Management
Salesforce- Dashboard/Reports Management
Quality Analysis
MS-Excel
MIS Reporting/Operations
Problem-Solving
Accomplishments
- Launched Partner Enablement Programe:- This extensive programe gives our partners the knowledge and skills they need to succeed in their roles. I have helped with the project's design user interface and as well as with all of the administrative work with stakeholders.
- Implementation of Knowledge Base Portal in Salesforce:- Key Stakeholder to launch the Knowledge Base portal in Salesforce for our clients, ensuring that they have a platform to easily access information, resolve queries and enhance their understandings. This will help in workforce management and deficiency in tickets.
- Live Chat & Generative AI based Bot:- Carry out thorough research that includes journey mapping, flowcharting, benchmarking, and establishing best practices for customer experience. Also negotiated prices with the vendor.
Certification
Oil and Gas Digital Transformation by IBM
Timeline
Senior Executive
Bergen Solar Power And Energy
12.2023 - Current
Microsoft Excel Learning by Udemy
04-2021
Support Associate
Ameyo
09.2019 - 04.2021
Oil and Gas Digital Transformation by IBM
05-2018
Bachelor of Technology (B. Tech) - Computer Science, Oil And Gas Informatics
University Of Petroleum And Energy Studies
07.2015 - 05.2019
Service Delivery Associate-II
Ameyo(Exotel)
5 2021 - 11.2023