Cooking & Baking
Soshmitha Siddotam Pratap
Team Lead
Hyderabad
Summary
Worked as a Team Lead, Experienced over 9 years on LIMS application and Healthcare industry with their policies and procedures.
Overview
9
9
years of professional experience
1
1
Certificate
Work History
Team Lead
Caliber Technologies Pvt. Ltd.
1 2022 - 09.2024
- Strong experience in the implementation of Lab Automation Software’s in Pharmaceutical. LIMS(Sample manager, Stability Studies).
- Involved in the Production support (Maintenance & Post Implementation Phase) and helped in fine tuning the support process.
- Practical Knowledge of LIMS interfacing with external applications such as SAP, Lab Instruments
- Handled over 30 customers and team of 12 members with senior and junior consultants.
- Increased Resolution SLA(Service Level Agreement) of entire department by 30%.
- Transferred 16 projects within 5 Months from Implementation/Just LIVE phase projects from one department to other.
- Database Management, Monitoring, Maintenance, Trouble Shooting of SQL Database server
- Handled escalation of multiple customer and worked with cross functional team to resolve queries on faster pace.
- Effective Tracking of User Requirement Specifications (URS), Maintenance Requests (MR’s) and Software Change Requests (SCR’s) Using Integration Tools.
- Presented team performance statistics, customer escalation statistics and lessons learnt on weekly basis to Leadership.
- Audited cross department,team performance and compliance with ISO standards.
- Provided inputs to CQA on Process improvement of Project transfer and ensure to make the necessary changes in the SOP.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Cross-trained and backed up other customer service managers.
Met customer call guidelines for service levels, handle time and productivity. - Educated customers about Product, ticketing tool and support policies and procedures.
- Trained new personnel regarding products, company operations, policies, and services.
- Reached out to customers to suggest additional service or product purchases.
- Increased efficiency and performance by monitoring team member productivity and providing feedback over one-one on bi-weekly/Monthly basis.
- Compiled and analyzed customer data and reports to prepare for on-site engagements.
- Developed monthly and weekly production output plans to deliver on customer service and financial metrics.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Sr.Product Consultant
Caliber Technologies Pvt. Ltd.
05.2017 - 12.2021
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Demonstrated creativity and resourcefulness through development of innovative solutions.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Delivered services to customer locations within specific timeframes.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Gained extensive knowledge on CaliberLIMS product and Heath care industry practices and process.
- Proved successful working within tight deadlines and fast-paced environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked flexible hours across night, weekend and holiday shifts.
- Provided Service pack to customers proactively for customers who are constantly facing problems related to product.
- Provided effective trainings to Customer on few modules of product.
- Provided support to all Instrument connectivity customers by resolving queries and worked on changes for Port,File based and CDS.
- Involved in Changes of product for individual projects and also changed to be taken up at product level.
- Worked with Business team regarding billing of changes required in software.
- Presented data to leadership on Monthly review meetings on System Problems and Changes for all customers handled by department.
Product Consultant
Caliber Technologies Pvt. Ltd
09.2015 - 04.2017
- Assisted customers with product needs and introduced new offerings.
- Established long term customer relationships by using effective communication and active listening skills.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Attended trainings and workshops to learn about new products and then shared this information with customers.
- Helped identify product gaps and opportunities to improve product position in market.
- Promptly responded to inquiries, Investigated and resolved customer inquiries and complaints quickly.
Education
Bachelor of Science And Technology - Computer Science
Keshav Memorial Institue of Technology
Naryanguda,Hyderabad 08.2011 - 2015.06
Skills
LIMS
Interests
Traveling
DIY Projects
Pencil Sketching
Timeline
ChatGPT & AI Hacks with MS Office
07-2024
Sr.Product Consultant
Caliber Technologies Pvt. Ltd.
05.2017 - 12.2021
Product Consultant
Caliber Technologies Pvt. Ltd
09.2015 - 04.2017
Bachelor of Science And Technology - Computer Science
Keshav Memorial Institue of Technology
08.2011 - 2015.06
Team Lead
Caliber Technologies Pvt. Ltd.
1 2022 - 09.2024
Certification
ChatGPT & AI Hacks with MS Office
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