Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sugandh Pandey

Bengaluru

Summary

Customer-oriented, strategic-thinking professional with 7+ years of experience specializing in software implementation, production, and tech support. Expertise in technical account management within the US healthcare, fintech, and customer support sectors. Skilled in client relationship management, providing robust production support and high-quality technical assistance.

Overview

8
8
years of professional experience

Work History

Senior Technical Account Manager

Narvar
Bangalore
04.2024 - Current
  • Return Localization Project: Led a localization project for EMEA clients, enhancing return processes and boosting client satisfaction
  • Customer Experience Improvement: Spearheaded experience enhancement projects, raising Customer Satisfaction (CSAT) scores and client retention
  • Proactive Monitoring Program: Implemented proactive monitoring for TAM clients, increasing notification accuracy and rates by 15%
  • Data-Driven Client Support: Created a Jira dashboard and Confluence documentation to streamline support for complex issues

Senior Technical Account Manager

Razorpay
Bangalore
09.2021 - 04.2024
  • Conducted account reviews for 13 clients, leading to a 16% GMV increase through strategic guidance
  • Improved client communication and issue resolution, reducing response time by ~30% and achieving a 95% satisfaction rating
  • Optimized revenue for e-commerce aggregators, achieving a 20% increase in success rate
  • Organized knowledge-sharing sessions, resulting in a 13% increase in project delivery efficiency

Product Support Consultant

III, NextGen HealthCare
Bangalore
02.2020 - 09.2021
  • Resolved application issues with a 90% first-contact resolution rate
  • Developed a comprehensive knowledge base for quicker issue resolution
  • Acted as an escalation point for complex customer inquiries and provided SQL- based troubleshooting

Product Support Engineer

Ultria (Zycus-iContract)
Bangalore
09.2019 - 02.2020
  • Conducted root cause analysis and created bug reports, ensuring timely issue resolution
  • Performed Application Health Checks to maintain optimal performance

Implementation Engineer

eClinicalWorks
Mumbai
08.2016 - 09.2019
  • Oversaw EMR Software installations and upgrades within designated timelines
  • Queried and analyzed large datasets using SQL for reporting and troubleshooting
  • Documented and collaborated on bug resolutions with development teams

Education

Bachelor of Engineering - Electronics and Telecommunication

Excelsior Education Society's K.C. College of Engineering, Mumbai University
08.2016

Skills

  • Effective Pressure Management
  • Effective Time Management
  • Account Management
  • Incident Management
  • Team Collaboration
  • OS: Linux, Windows
  • Databases: MySQL, MS SQL
  • Database Tools: SSMS, SQLYOG, MySQL Workbench, Querybook, and Looker
  • Application Server: Apache Tomcat
  • Programming Languages: SQL, JAVA, PHP
  • Monitoring Tools: Zabbix, Looker
  • Bug Tracking Tools: Jira
  • Interaction Tools: WinSCP, FileZilla, PuTTY
  • CRM Tools: Salesforce, Zendesk, Freshdesk

Timeline

Senior Technical Account Manager

Narvar
04.2024 - Current

Senior Technical Account Manager

Razorpay
09.2021 - 04.2024

Product Support Consultant

III, NextGen HealthCare
02.2020 - 09.2021

Product Support Engineer

Ultria (Zycus-iContract)
09.2019 - 02.2020

Implementation Engineer

eClinicalWorks
08.2016 - 09.2019

Bachelor of Engineering - Electronics and Telecommunication

Excelsior Education Society's K.C. College of Engineering, Mumbai University

Similar Profiles

CREATE PROFILE
Sugandh Pandey