Sandeep Singh

The Buyer Global Procurement is expected to handle procurement operations related to both product & Services procurement in the domains of IT, Marketing, Facilities, Sponsorships, Sales and Human resources and contribute in achieving near-term and annual goals for the procurement function, and be a representative of operations to the business delivering value and be a trusted partner . The role will include creating purchase orders, reviewing and drafting contracts, use of P2P applications, and interactions with the internal customers and suppliers

The Buyer Global Procurement is expected to handle procurement operations related to both product & Services procurement in the domains of IT, Marketing, Facilities, Sponsorships, Sales and Human resources and contribute in achieving near-term and annual goals for the procurement function, and be a representative of operations to the business delivering value and be a trusted partner . The role will include creating purchase orders, reviewing and drafting contracts, use of P2P applications, and interactions with the internal customers and suppliers

• Evaluated interactions to ensure total quality, customer service, and adherence to the policies and procedures of the organization. • Assisted in the creation of performance improvement goals and the development of training programs. • Responsible for personal ongoing knowledge and skills development and for identifying developmental needs and addressing knowledge gaps. • Used quality monitoring data management system to compile and track performance at team and individual level. • Provided actionable data to various internal support groups as needed. • Coordinated and facilitated call calibration sessions.

• Developed information, research, analysis for managers to support completion of business planning, technical support and customer care strategies, programs, metrics and team resources. • I had been part of a team that is a dynamic and high performing team of service professionals, focused on delivering a superior customer experience for our customers. • Supported the CEO and his immediate team directly by handling the Executive Escalations providing the highest level of customer service and ensuring customer satisfaction. • Participated in special projects, example: new products/services or line extension launches, operational excellence and continuous improvement for Customer Care operations, new technologies, tools and training to support optimal CC team performance, etc. • Comply with established guidelines, protocols, policies and procedures as these relate to customer service and/or technical support for Adobe products.

• As a Technology Partner Consultant, I serviced to all Technology Partners and Influencer Program members of Adobe worldwide. • The Technology Partner Program is designed for companies who sell Adobe products or extend Adobe technology, or otherwise provide services or solutions that directly influence the sale of Adobe products or technologies as part of their business model. • My prime focus was to sign contracts with Software Development Companies which required access to SDK and Release versions of Adobe software and prime codes to develop additional plug-ins and extension development applications which enhanced software productivity, increasing their revenue in terms of new development. • I was part of the decision process to decide whether the application from the Customer to become a partner would benefit both parties.

Technical Specialist • As a Technical Specialist I was deployed to Live Escalation queue. • Duties included responding to service issues, analyzing and troubleshooting problems and prioritizing issues. • Issues which were unresolved or escalated by Technical Support Executives (L2) were routed to the Escalation team, where we resolved complex technical issue and then retained customer with better customer experience.

• Secure Vision was catering as a Recruitment Agency for BPO in Mohali and Chandigarh. • My role included to instruct, review recruitment materials. Training to candidates before they go for a round interview with the client, coaching them on various interviewer requirements which are been considered during interview process, which includes, voice and accent, leadership skills etc. Build plan for workforce supply and demand. Instruct recruitment staff to search workforce. Review and approve recruitment channels. Instruct recruitment procedure to candidates. Supervise selection process. Take part in interview process. Sign engagement advice. • Secure Vision Team gave prime emphasis to research & development that helped in building a cohesive professional group covering a wide spectrum of industrial practices. Committed to timely and efficient execution of assignments, we focus on the significance of excellent human capital to produce sustained growth and profits round the year.

• Worked as Centre Manager which included managing a team of 6 - 7 Senior Relationship Managers and Relationship Manager and helping them to meet Daily Sales Target. • Centre manager hold primary management functions of staff management, customer service, business development, maintaining the profitability and growth of that business. • Centre Manager work as Profit Centre Head. • Co-ordinate with team and motivate to contribute maximum business. • Developing complete managerial outline for continued growth and success of the department. • Recruitment, training, and development of the Relationship Managers. • Retention of the Relationship Managers to increase the vintage of the team thus ensuring higher productivity.

• Worked as Advance Resolution Expert which included managing a team of 15-20 technical support associates and helping them with technical issues during calls. • Provided remote/onsite/lab diagnostics of hardware systems, sub-systems and/or Dell approved/shipped applications for customers. • Answered advanced questions about installation, operation, configuration, customization, and usage of assigned products. • Resolved complex issues forwarded by technicians or peers (e.g. executive technical escalations of key/non-key accounts). Explained technical problems & solution possibilities for customers with challenging expectations (often escalated due to product/service/technology limitations). • Worked with line managers to determine focus areas for technical improvements. (e.g. establish targeted coaching & mentoring programs, delivering vitality sessions based on research and analysis of data and performance trends). • Conducted technical assessments, published scorecards and facilitated refresher training sessions. • Coached agents to meet their metric / results through mentoring sessions. • Excelled at recognizing internal and external customer’s needs and expectations • Performed technical quality audits. • Excelled at tolerance for processes and people.

• Quark reaches around the world, providing superior desktop publishing software and enterprise solutions. • Provided technical support and services to customers in US and Canada through phone and emails for various Quark Products on both Windows and Macintosh platforms. • The process involved rigorous testing of products to provide adequate and timely support to customers using strong communication skills and technical troubleshooting abilities. • The process was completely customer orientated and my FTR was always near to 100%, giving me the capability to analyze customer problems and understand their requirements closely.