Ranjit Savant

Experience

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  EGain Corporation

  Apr 2001 - Jul 2005

  Support Lead

  Provision of frontline Tech. support to eGain’s customers via phone, email & web-chat.- Includes analysis, reproduction, documentation &troubleshooting of customer’s technical problems.Customer support includes the provision of information and assistance on technical issues related to the installation and administration of eGain CRM product features and functions, as well as assistance in determining why the product may not be performing in accordance with the documentation.

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  Emptoris

  Jul 2005 - Mar 2007

  Support Lead

  Provision of Level 1 & 2 Tech. support to Emptoris customers via phone & email.- Includes analysis, reproduction, testing & troubleshooting of customer’s issues.- Provide Buyer/Supplier Product training.- Provide Event Monitoring Support to Buyers and Suppliers worldwide.- Supervision of work allocated to Team members, monitor adherence to processes, and maintain weekly reports.- Supervise the Foreign Language Staff (German, French, Poutugese, Russian, Chinese, Spanish etc...)- Provide Internal Product trainings.- Maintaining overall service quality of the team. - Handling the biggest Shell account and leading the Shell team independently. Show less

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  SunGard - now part of FIS

  Apr 2007 - May 2013

  Application Support Manager

  Key Responsibilities:• Reporting directly to Senior V.P in Houston, Texas for all work related matters.• Project Management & Application Maintenance activities• Mentor and assist L1/L2 team in providing application/technical support via phone, email and WebEx directly to clients in N.A, APAC, Australia & Middle East. • Manage and mentor the support team at SunGard for issue resolution, work allocation, individual development and status reporting. • Guide the team in achieving the set Global monthly metrics and targets.• Involved in QA testing effort when releases have to be made in time and QA load is high.• Interact with the Global Support management team to take key decisions, planning and set objectives for the team.• Gain industry knowledge related to Energy industry. • Develop a strong professional rapport with key strategic customer accounts to help build our business relationship with them. • Interact frequently with senior management in the Business unit and overseas for growth of the company in terms of customer retention and increased revenue. • Assist in recruitment for Business unit. Represent company in seminars & conferences locally and worldwide. Interact with Dev, QA & Product Management teams for resolution of customer issues.• Also working in close collaboration with the Pre-Sales/Sales team to help them meet their objectives. Show less

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  Isobar

  Jun 2013 - Feb 2019

  Sr.Manager Support Operations

  • Leading a team of individuals to manage Client integrations, implementation and maintenance for eCommerce Application on platforms like Salesforce Commerce Cloud (Demandware), Magento OrderDynamics & Hybris.• Reporting directly to V.P of Operations, U.K for all work-related matters.• Assess client current state, identify customer requirements, and define the future state and/or business solution. • Research, gather and synthesize information• Organize, capture and validate business requirements, map them to our software and translate them into system requirements by working with the client’s systems analysts to effectively develop the interfaces.• Own the functional solution end-to-end and work closely with the Engineering for design and implementation.• Manage project implementations from kick-off through to roll-out and Go Live.• Develop a strong professional rapport with key strategic customer accounts to help build our business relationship with them and provide a seamless experience & increase their loyalty towards us.• Interact internally with Engineering teams and stakeholders (Dev & QA) to manage customer expectations around bugs & enhancements.• Mentor and assist L2/L3 teams in providing application maintenance via phone, email and WebEx directly to clients in U.K/Europe & U.S.A• Manage and mentor the teams for issue resolution, work allocation, individual development and status reporting. • Guide the team in achieving the set Global monthly metrics and targets.• Generate & Provide performance metrics to Management and suggest improvements. Show less

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  Sakon

  Feb 2019 - Oct 2020

  Associate Director, Technical Support

  Sakon provides the Enterprise a ‘Single System of Record' for Managing Global Communications Inventory, Cutting Operational Costs while Enabling Network Transformation through its platform & services.Key Responsibilities:• Leading a L1/L2/L3Tech.Support team to support the Sakon platform and its production issues.• Supporting continuous process and performance improvement for platform production issues.• Reporting to V.P Engineering & Operations for all work-related matters.• Generate & Provide performance metrics to Executive Management and suggest improvements.• Lead teams of up to 10 personnel, supervising thier performance as well as training and improvement plans.• Kept operations responsive and agile with proactive troubleshooting and problem-solving of routine and complex concerns.• Provided recommendations in development of Technical Support technologies and processes.• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.• Worked with Engineering teams,PM and stakeholders (Devlopment & QA) on reported errors and bugs on newly released software and assisted in deployment of release fixes.• Documented all transactions and support interactions in system for future reference and addition to knowledge base.• Followed up with clients & internal Operations teams to verify optimal customer satisfaction following support engagement and problem resolution. Show less

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  Shoptimize (acquired by Graas)

  Oct 2020 - Dec 2021

  Head of Customer Solutions

  Shoptimize is an AI powered brand e-commerce Magento platform that provides end-to-end eCommerce solution that helps you grow online revenues from your own brand website. The platform includes creation of the online store, integration with payment gateways, logistics and backend systems, generating traffic to the online store and driving conversion to actual orders. We partner with brands and help them realize the true potential of online commerce.Key Responsibilities:• Deliver the best customer service experience for ecommerce customers and consumers.• Ensure all customer's requests and/or problems are assisted, researched and resolved in a prompt and professional manner via email or phone call.• Relentless focus on the customer and their experience.• Constantly identify and communicate opportunities and solutions to improve their experience. • Find solutions that benefit both the customer and the company.• Demonstrate creative problem-solving for complaints or other opportunities.• Maintain knowledge of products and their applications.• Review daily and weekly reports to make recommendations to improve productivity and efficiencies.• Carry out supervisory responsibilities in accordance with company policies, procedures, and applicable laws.• Assist with hiring, interviewing, and training employees; planning, assigning and directing work; appraise performance; rewarding and disciplining employees; addressing complaints and resolving problems.• Increase NPS year on year. Increase promotors and decrease detractors.• Champion the customer service department. This entails assessing and managing the customerservice team to continually improve processes & outcomes.• Measuring and reporting. Agree priorities and standards and then manage the CS team to deliver them. Show less

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  De Soto Technologies

  Dec 2021 - Jul 2022

  Head Of Operations

  De Soto Technologies is the Global Innovation Center (GIC) for Careismatic Brands Inc. (CBI), the world’s largest manufacturer of medical scrubs. Headquartered in Los Angeles, California, USA with commercial offices in Shanghai & Hong Kong, CBI has been a leader in product and technology innovation within the uniform apparel market. To further our leadership position in innovation, CBI established De Soto Technologies in October, 2019.De Soto Technologies explores, implements and supports innovation in the following digital domains: Data Analytics, Digital Transformation, and Third Wave Digital Customer Experience.Role : Head of Operations- People Operations, H.R , Leadership, Strategic planning, Cost center & Office Management & Administration. Show less