Sonam Vasav
Team Manager, 2X Salesforce Certified , ITIL V4 Certified, Salesforce Ranger
Summary
Enthusiastic Team Manager eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Operations, Service Delivery, Customer Success and training in SFMC and pardot. Motivated to learn, grow and excel in this Industry.
Proficient in running successful method-oriented operations and taking initiatives for business excellence through process improvement.
Salesforce Ranger, 2X Salesforce Marketing Cloud Certified, ITILv4 Certified, Digital Marketer.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
Work History
Team Manager
Cognizant Techmology Solutions India Pvt Ltd
Pune
04.2018 - Current
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Led employee relations through effective communication, coaching, training and development.
- Handled versatile skill groups like: Usage, Configuration, Social Deliverability, Pardot.
- Provided day-to-day support, maintenance and functionality of our Salesforce Marketing Cloud instance and marketing automations.
- BQ Management, One on Ones, Conducting Team Huddles, Documentation.
- Worked on Case studies and making Action Plan- Monitoring the needle improvement by tracking the performance through constant Feedback and Coaching.
- Attended Call Calibrations for Quality Improvement.
- Was also part of the Hiring Team, I am a certified Recruiter.
- Inculcating Cognizant and Salesforce Values to better Customer experience with Transparency and Integrity.
Assistant Manager
CONCENTRIX DAKSH (IBM GLOBAL SERVICES)
Pune
06.2017 - 05.2018
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Developed organizational structure to outline and direct rules, roles and responsibilities.
- Mentoring team of 20 CSA in NA CHAT LOB. Ensuring performance through 1^1 and group interactions. Responsible for their grooming for the next level.
- Ensuring Service Delivery by managing RTA.
- Weekly Client Interaction on delivery and metric improvement (RCR and Concession).
- Worked for Amazon .NA Email, Chat, Message Us and Amazon.in Customer Support and Logistics.
- Team motivation through career pathing and team bonding activities.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
SME
CONCENTRIX DAKSH (IBM GLOBAL SERVICES)
Pune
08.2015 - 06.2017
- Analyzed business problems, identifying root causes and developing robust solutions.
- Single Point of Contact for Process Knowledge related Queries.
- Conducted Instructor Led trainings and Refreshers.
- Motivate the Team to meet the targets.
- Responsible for BQ Improvement.
- Conducted Audits and gave timely feedbacks.
Senior Practitioner
CONCENTRIX DAKSH (IBM GLOBAL SERVICES)
Pune
01.2013 - 08.2015
- Worked for collecting on Past due Student Loans (0-59) Bucket.
- Was the Top Collector for the Team.
Senior Customer Service Representative
ALIENGENA OUTSOURCING PVT. LTD
Pune
08.2012 - 12.2012
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Research Analyst
S. G ANALYTICS PVT. LTD
Pune
08.2011 - 07.2012
- Analyzed statistical data using both modern and traditional methods.
- Gathered, arranged and corrected research data to create representative graphs and charts highlighting results for presentations.
- Performed valid and accurate market research for Forrester Research.
- Collected data on competitors, consumers and marketplace and consolidated data into presentations and reports.
- Conducting Market Research Studies (IT Studies - Cloud Computing, Storage Virtualization, Data Recovery, and VAR Studies.) over the Phone
- Conducting Market Research Studies over the Phone - Manufacturing Studies like - Shunt Reactors Power Transformers, Diesel Engine, and Lube Filtration
Customer Relations Advisor
HUTCHINSON 3 GLOBAL SERVICES PVT. LTD
Pune
06.2008 - 11.2010
- Participated in activities designed to improve customer satisfaction and business performance.
- Maintained, tracked and trended data for monthly reporting.
- Worked as a Technical Support for UK based Postpaid customers and helped them with mobile phone troubleshooting.
- Specialized in Iphone Troubleshooting.
- Was awarded the best Employee to get most satisfied Customers.
Education
BBA - Marketing
Alagappa University
03.2010 - 05.2012
Skills
Strategic planning
Teamwork and Collaboration
Critical Thinking
Risk analysis and management
Project Management
Business administration
Natural leader
Operations management
Flexible and Adaptable
Customer Success
Training and Development
Accomplishments
- EMEA Leadership Client Appreciations for Going an Extra Mile.
- Was Honored the Salesforce 2019-20: Award for Excellence.
- Salesforce Certified Marketing Cloud Email Specialist (SP18)
- Salesforce Certified Marketing Cloud Administrator (SU20
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Team Manager
Cognizant Techmology Solutions India Pvt Ltd
04.2018 - Current
Assistant Manager
CONCENTRIX DAKSH (IBM GLOBAL SERVICES)
06.2017 - 05.2018
SME
CONCENTRIX DAKSH (IBM GLOBAL SERVICES)
08.2015 - 06.2017
Senior Practitioner
CONCENTRIX DAKSH (IBM GLOBAL SERVICES)
01.2013 - 08.2015
Senior Customer Service Representative
ALIENGENA OUTSOURCING PVT. LTD
08.2012 - 12.2012
Research Analyst
S. G ANALYTICS PVT. LTD
08.2011 - 07.2012
BBA - Marketing
Alagappa University
03.2010 - 05.2012
Customer Relations Advisor
HUTCHINSON 3 GLOBAL SERVICES PVT. LTD
06.2008 - 11.2010