Sudipta Saha

• Responsible for managing key customer engagements.
• This includes handling communications across multiple internal teams, solution vendors, and customers
• The focus is to manage all customer escalations/prioritization in relation to product defects, feature requests, ticket review, and executive reporting.
• Close coordination is required between various Qualys internal team (Support, Operations, Development, Quality Assurance, Sales, and Product Management) to understand the customer use case and establish proper expectations with customers, drive speedy resolution within schedule, and communicate status throughout the organization.
• Outlined work plans, determined resources and wrote timelines, as part of project scope determination.
• Updated customers and senior leaders on progress and roadblocks.

Responsibilities:

• Provide good experience that increase retention of accounts that would lead to renewals, adoption of Qualys products.
• Ensure that account issues are resolved quickly by escalating to the appropriate stakeholders throughout the company and working with global delivery.
• Promote a customer-centric mindset across the organization.
• Host & drive onboarding, implementation, weekly status meetings with the customer, meeting minutes, tracking of deliverables.
• Participate in Incident management process and drive Incidents for customers.
• Facilitate necessary communication between internal teams and customers
• Root Cause Analysis (RCAs) and postmortem reports for critical situations.
• Review product adoption, overall customer experience and perception from product and service through establishing MBRs/QBRs.

• The Customer Service Team is responsible for managing prompt resolution to global customer and partner service requests in a highly secured environment
• The primary function of this position is to ensure that each customer interaction is a friendly and professional experience that addresses the needs of the customer in all stages of the customer service lifecycle within Qualys
• The Customer Service Representative (CSR) works closely with Technical Support, Finance, Sales, Alliances and Operations to ensure high levels of customer satisfaction with all transactions.

Responsibilities:

The CSR is responsible for processing customer service, administrative and technical requests via phone and email to support Qualys customers and partners.

• Perform account administration including account creation, updates and ongoing maintenance that arise from customer usage of the Qualys product line.
• Processing and provisioning of sales requests (New Business, Renewals, and Upsell).
• The CSR is also responsible for coordinating logistic support of the Qualys' Scanner Appliance, a computer appliance that plays a critical role in the delivery of our primary service.
• Logistic management of the Scanner Appliances, processing and tracking of global Appliance shipments for new prospects, customers, and partners, as well as the processing of Appliance RMAs.
• Maintain and update Standard Operating Procedures (SOP) using the Customer Support Wiki.
• Provisioning all kind of Sales orders/ Opportunities (Includes upsell, renewal, new and consultant orders)
• Handel the Quarter end rush of Sales orders by coordinating with the finance team.

Contribution in the Shipping process:

• Domestic and international Air shipments. Shipping Qualys servers to New customers or through the RMA process.
• Investigating and updating the documents and Import requirements of a country.
• Streamlining the shipping procedures through carriers like FedEx and DHL etc.
• Knowledge sharing and training on shipping and returns to the team members.
• Keeping the shipping guidelines updated on the internal Knowledge sharing portal since shipping is a dynamic process.
• Act as an SME.

Contribution within the team:

• Being the first hired, I documented, and streamlined the CS process including the shipping process for India Customer support team.
• Apart from my daily work, I have been involved in the Hiring and Training process by providing shipping, Sales orders, and customer service cases related training to new hires.
• Act as first point of contact for the tricky/complicated requests that comes to India support and help the team members to resolve the cases through knowledge sharing group.
• Review the queue and assign cases among the team from time to time to meet the SLA.

Encore Pierian Logistics Business Services provides back office support to Transworld Group

Responsibilities:

• Working on Apollo
• Handling shipment booking and documentation responsibilities daily for multiple locations.
• Responsible for day to day team activity.
• Smooth coordination with Clients & Front offices
• Responsible for monitoring team performance through timely feedbacks, thereby ensuring overall team productivity and quality.

SAR Transport System Pvt Ltd is one of the leading service providers for your total logistics and shipping requirements in India.

Responsibilities:

• Documentation, Customer service
• Handling shipment booking and documentation responsibilities daily
• Working on ERP system on daily basis
• Own BL and issue instructions for BL
• Liaise with shipping lines, freight forwarders, CHA, front office etc
• Daily tracking shipment status
• Updating the clients about the status of the cargo
• Dealing with customer supplier queries over the telephone and in writing
• Primary contact for shipping and logistics matters and ensure that customer invoicing for orders and maintenance contracts are handled systematically and expeditiously
• Maintain good relationship with customer as well as concern persons.