Sujit Yadav

Responsibility:

• Managing a staff of 80+ members including 4 Sr. Team Lead and 4 Team Lead, serving clients on a 24 X 7 X 365 basis
• Creating and monitoring the development plans to ensure consistent continued improvement in the skills and abilities of the team
• Weekly catch up with the team and Team Lead's for teams Productivity discussion and to ensure the team target is met. Furthermore, to understand their challenges and feedbacks
• Designing and implementing client-focused SOP for running the support team more successfully
• Identifying the areas which requires training (Technical and Service or Support) and ensuring appropriate training is scheduled and delivered
• Coaching and mentoring individual colleagues to improve skill sets and job performance
• Implementing the necessary metrics to monitor results and identify areas requiring improvement
• Analyzing individual and team performance and setting right expectation with the co-worker
• Monitoring chats and tickets processing to ensure team are being aggressively worked and SLAs addressed
• Technical audits to determine whether the specified SOP and troubleshooting are being followed
• Escalation and DSAT management
• Incident/Crisis management
• Ensuring client data is kept confidential and creating awareness in the team
• Working with the Engineering team on JIRA and Confluence for product issues and bugs
• Leading projects and documenting the project details and other activities on Confluence
• Collaboration with the global and cross-support function teams
• Collaborating with SOC team for any ransomware and fraud investigation
• Workforce management – Forecasting, Recruiting, Onboarding, On job training, Production, Trainings, Annual review and Career planning

Responsibility:

• Responsible for managing a staff of 6 members serving clients on a 24 X 7 X 365 basis
• Risk and root cause analysis, and documenting in the CRM (Salesforce)
• Identify risks to the partner achieving their stated business goals
• Working collaboratively with the various teams to help the partners achieve their objectives (Partner located in United States, United Kingdom and Australia)
• Advocate within ConnectWise on behalf of partner
• Act as an escalation point to drive resolution in a timely, proactive manner
• Propose solutions to partner problems based on the ConnectWise platform and deep understanding of the partners business (B2B)
• Working with the engineering team for products bug and known issues
• Ensure that partners derive maximum value from their investment in the ConnectWise platform, utilize all their licenses, identify new opportunities, and collaborate with other ConnectWise stakeholders to ensure adoption and a successful renewal
• Build and nurture relationships across accounts to solidify our partnership and commitment to the partner while penetrating the account deeper
• Monitor partner usage data, health indicators, maturity scores, renewal dates and growth opportunities and translate into strategies for success
• Develop an understanding of typical business challenges faced by partners and common objectives to appropriately map ConnectWise platform features and associated business benefits to address their needs
• Help create scalable playbooks and process around partner interactions and profiles that can be used across the entire team
• Scoping and customizing the project, and product health checks
• Managing Social media channels of the company
• Monitoring calls, tickets and emails of colleagues
• Defining SOP for the team
• Coaching and mentoring the colleagues
• Team rostering
• Products and Process training to domestic and international colleagues which includes India, United States, United Kingdom and Australia

Responsibility:

• Responsible for managing a staff of 12 members serving clients on a 24 X 7 X 365 basis
• Auditing account activation, credits, change in service level/plans
• Maintaining daily, monthly, quarterly and yearly reports
• Managing accurate global payments in the billing system(Check, SWIFT and Credit/Debit Card)
• Maintaining client information in various systems, keeping it confidential
• Debt Collections
• Effective communication with appropriate solutions and solves inquiries
• Handling escalations and disputes
• High attention to detail and ownership
• Team rostering
• Defining SOP for the team
• Coaching and mentoring the colleagues

Duration: 8 months

Responsibility:

• Troubleshooting desktop/laptop performance issue
• Educating customers about the malware/virus and current updates on the Operating system
• Linear and logical troubleshooting for Modems, Routers, Desktops, Laptops & Printers
• Handled escalations
• Maintaining customers confidentiality

Duration: 15 months

Responsibility:

• Account management of Premier customers for Credit cards, Bank accounts and Loans queries
• Prepared SLA report
• Customer Relationship Management
• Processed chargeback
• Credit Card fraud analysis
• Monitoring and evaluating the process to improve the productivity
• Team player

Duration: 13 months

Responsibility:

• Introducing various modes of payment options to customers
• Presenting team performance report
• Team player
• Rostering