Shashank Chobe
People Manager IT
Bengaluru,Karnataka
Summary
Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multitasking, leading group discussions and managing projects.
Customer-oriented with strong history of leading high-performance teams to meet or exceed objectives. Dedicated and hardworking with internal drive to deliver excellence. Tactical team builder with strong background in training and team development.
Overview
22
22
years of professional experience
Work history
Consultant - L&D
SBN (Ariba Network)
Bengaluru, Karnataka
08.2017 - 06.2024
- Content design and development on quarterly basis for network solutions like Integration, Catalog, Supply Chain and for SBN Deployment for customers.
- Deliver training sessions like BootCamps, New skill development, New joiners' onboarding on ~125 team members assisting them on overall improving.
- Review customers' feedbacks and gape analysis and train the SMEs to minimize the escalation and improving the chances of license renewal.
- Guide global team members (115 team members) in Q423-Q124 on consulting skills like (Empathy, Customer handling, Active Listening, Act of asking Powerful Questions, Critical Thinking and Problem Solving.) & complex Network Deployment issues on SBN.
- Assisting managers on hiring right skills for solution
Senior Manager, Network Deployment
SBN
Bengaluru, Karnataka
01.2014 - 05.2020
- I have managed a team of 45 people across APJ/GC for ~five years. This team was responsible for analyzing customer's business goal, identify priority venders and enable them on SBN so that customer can start their business transactions on need basis.
- Derived supplier enablement for more than 12K suppliers on SAP in APJ and EMEA region. Adoption of CatLog, Integration, and various network enablement activities.
- Escalation handling and resolving customer business obstruction by coordinating among (SBN Engineering - Network Deployment - Customer).
- Guide clients and their suppliers on change management. (Scoping, Network Fee, Methodology and Technology (cXML/EDI & Network solutions) for easy adoption.
- Guided SMEs on complex queries and challenges.
- People management and implement operational improvements to reduce costs and drive revenue in alignment with corporate objectives.
- Partner management and minimize operational challenges.
- Hiring people management and technical staff, Upskilling SMEs on region specific business challenges and coordination with client on business needs.
People Manager - Customer Service (L3-L4)
SBN, Technical Support
Bengaluru, Karnataka
01.2010 - 12.2013
- Improved customer service experiences to facilitate organic growth and loyalty (Score around 9/10)
- Managing internal technical team of 25+ people on day-to-day operations. (Employee satisfaction score 8.5/10). Managed team with different skills, technical background, region, and levels (L3-L4).
- Drive team members with release readiness and testing to assist product engineering.
- Escalation and situation management using CIRS (Critical Incident and Response System).
- Identify knowledge and training gaps and implemented training to boost service delivery.
- Led staff appraisals and identified development opportunities to improve employee morale and customer care.
- Recruit customer service team members and mentored in company policies and best practices.
Consulting Engineer
SBN, Ariba Network
Bengaluru, Karnataka
04.2005 - 12.2009
- As a technical support engineer, I was responsible for handling customer issues on various transactions like PO-OC-ASN-INV-CatLog, Integration etc. I was also providing support on EDI (X12 & EDIFACT), AS2, CatLog, cXML and Integration System.
- Collaborated on cross-functionally with technical and non-technical people to meet project objectives. (Customer – AN – Dev Team).
- Built relationships with clients for maximum satisfaction and long-term business success (Renevals).
- Project testing on new features and defects analysis. Prepared risk assessments to support safe and stable construction.
Customer Technical Support Engineer
E-Com Systems Ltd (B2B)
Jaipur, Rajasthan
04.2002 - 03.2005
- Technical support for EDI process on B2B.
- Application and process for EDI [ANSI X12 850,810,855, 812 &997]. Assist B2B customers targeted diagnostic questions for speedy root cause analysis.
Education
Bachelor of Science - Chemistry, Zoology and Botany
Rajasthan (State Board)
Jaipur, RajasthanMaster of Computer Applications - CS
Computer Science (DOE-O, A level)
Jaipur, Rajasthan 1999 - 05.2001
Skills
- Customer Service
- Operations management
- Project Management
- Leadership
- Problem-Solving
- Troubleshooting
- Design process and tools
- Supply Chain
- Decision Making
- Learning & Development
References
References available upon request.
Timeline
Consultant - L&D
SBN (Ariba Network)
08.2017 - 06.2024
Senior Manager, Network Deployment
SBN
01.2014 - 05.2020
People Manager - Customer Service (L3-L4)
SBN, Technical Support
01.2010 - 12.2013
Consulting Engineer
SBN, Ariba Network
04.2005 - 12.2009
Customer Technical Support Engineer
E-Com Systems Ltd (B2B)
04.2002 - 03.2005
Bachelor of Science - Chemistry, Zoology and Botany
Rajasthan (State Board)
Master of Computer Applications - CS
Computer Science (DOE-O, A level)
1999 - 05.2001
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