Salesforce
Sushant Basnet
Sr Manager Service Delivery
NEW DELHI
Summary
Versatile Senior Manager specializing in US Healthcare like Medical Records, RCM module and EMR and PM system(Application Support) and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company. Forward-thinking adept at managing teams of 150 plus employees with 9 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams. Encouraging and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
16
16
years of post-secondary education
2
2
Languages
Work History
Sr. Manager Service Delivery (Application Support)
ELI Research India Pvt Ltd aka Eye, Leaders
Noida
02.2016 - 04.2023
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Development of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high performance
- Held monthly meetings to create business plans and workshops to drive successful business.
- Personal ongoing self-development and personal growth as an employee along with development of a superior workforce and department
- Provided support in constructing relationships within customer base to provide opportunity for expansion and growth.
- Recommended and implemented successful strategies to maximize revenue.
- Resource allocation – Allocating resources to the correct project/work within the business unit
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Plan and allocate resources effectively staff and accomplish the work to meet departmental productivity and quality goals
- Provided strong leadership to enhance team productivity and morale.
- Work with HR department to recruit, interview, select, hire and employ an appropriate number of employees
- Lead employees using a performance management and development process that provides an overall context framework to encourage employee contribution and includes goal settings, feedback and performance development planning
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Providing effective performance feedback through employee recognition, rewards and disciplinary action, with the assistance of HR when necessary
- Recommended contract amendments to accommodate non-standard requests, translating into future service offerings.
- Developed proposals and presentations for internal and external audiences.
- Maintain employee work schedules including assignments, trainings, vacations and paid time off, telecommuting, cover for absenteeism and overtime scheduling
- Produced staffing matrix to provide adequate coverage of department.
- Maintain a transparent communication, appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate emails and regular interpersonal communication
- Examined quarterly financials to determine business operating capacity.
- Cost cutting of expenses where and when required
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Make business decisions that are financially responsible, accountable, justifiable and defensible in accordance with organization policies and procedures
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Extensive coaching to the team members and providing feedback to enhance their skills for betterment of individual as well as business
- Implemented productivity benchmarks across all departments to maximize company revenue.
- Create a process where required and monitor the same for the consistency
- Identified cost improvement changes and cost savings plans to increase company savings.
- Extensive reporting of the task and the business that is assigned
- Consolidated vendors and renegotiated contracts to optimize costs.
- Evaluated hiring, firing, and promotions requests.
- Implemented and developed operational standards, policies and procedures.
- Monitoring of software application and disaster recovery testing to guarantee business readiness following fail-overs.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Used Salesforce/JIRA/Zoho/Five9 to track, maintain and update trouble tickets.
- Maintained strong knowledge of third-party risk management within vertical industry.
- Demonstrated advanced knowledge of software delivery lifecycle and varied delivery methodology.
- Translated client requirements into configuration requirements.
- Conducted and supported implementation delivery with client and internal departments.
- Accommodated delivery challenges specific to SaaS delivery environment
- Maintained disaster recovery system, analyzing data and verifying compliance with IT service partner agreements.
- Monitored core IT partner compliance with regulations, risk assessment and risk management protocol.
- Managed/monitored help desk, assisting customers with ranging service concerns.
- Collaborated with cross-functional teams to support troubleshooting and minimize service interruptions.
- Explained technical service issues to technical and non-technical audiences, generating support and establishing clear lines of communication between parties.
- Complied with service level agreements among core IT partners.
- Identified and reported on supplier capacity management systems, identifying projected IT partner service parameters and directing accordingly.
- As a senior manager, Service Delivery (application support), I used to manage 4 location and had a team of 150 plus team members and report directly to director or CCO.
- Extensive knowledge of CRM and tools like Salesforce, JIRA, Five9, VOIP, Zoho etc.
- Have an extensive knowledge of EMR/PM workflow, HL-7, MIPS, US Healthcare, RCM, SQL and Servers, Carrying out and attaining the mission and goals of the business unit managed
Team Lead
E4E Healthcare Pvt Ltd
Noida
05.2012 - 02.2015
- Worked different stations to provide optimal coverage and meet production goals.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Coached team members in techniques necessary to complete job tasks.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Adjusted equipment to meet different productivity levels.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Held weekly team meetings to inform team members on company news and updates.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
Quality Analyst
Globerian India Pvt Ltd
New Delhi
01.2009 - 05.2012
- Developed and maintained quality assurance procedure documentation.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Consulted manuals and process documents to investigate malfunctions.
- Defined and implemented quality initiatives to reduce risk.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Analyzed quality and performance data to support operational decision-making.
- Edited, proofed and critiqued internal documents to improve clarity.
- Created and revised procedures, checklists and job aids to reduce errors.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Participated in departmental meetings to establish short- and long-term strategy.
- Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
- Administered internal quality audits and assessed results to inform corrective action measures.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Senior Executive
Globerian India Pvt Ltd
New Delhi
11.2005 - 01.2009
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Updated customer service database with new information, address changes and contact details.
- Immediately brought critical issues to customer service manager for resolution.
- Collaborated with customer service department to discuss new ways to alleviate service issues and computer errors.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Kept high average of performance evaluations.
- Monitored front areas so that questions could be promptly addressed.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Education
B.COM - Commerce
North Bengal University
West Bengal 05.2001 - 05.2004
High School Diploma -
West Bengal Board of Higher Secondary Education
West Bengal 03.1999 - 05.2001
10th pass - ICSE
ICSE
West Bengal 01.1989 - 05.1999
Skills
Operating system: Windows and MsOfficeundefined
Software
Zoho
Five9
JIRA
VOIP
MS Office
MsSQL
Windows Servers
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Sr. Manager Service Delivery (Application Support)
ELI Research India Pvt Ltd aka Eye, Leaders
02.2016 - 04.2023
Team Lead
E4E Healthcare Pvt Ltd
05.2012 - 02.2015
Quality Analyst
Globerian India Pvt Ltd
01.2009 - 05.2012
Senior Executive
Globerian India Pvt Ltd
11.2005 - 01.2009
B.COM - Commerce
North Bengal University
05.2001 - 05.2004
High School Diploma -
West Bengal Board of Higher Secondary Education
03.1999 - 05.2001
10th pass - ICSE
ICSE
01.1989 - 05.1999
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