Amit Sutradhar

Experience

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  31West Global Services

  Feb 2020 - Jan 2021

  Customer Support Associate

  As a Customer Technical Support Associate, my responsibilities include:Responding promptly and professionally to customer inquiries via phone, email, or in-person.Maintaining up-to-date knowledge of the organization's products, services, and customer service policies.Documenting customer interactions and compiling information to be forwarded to relevant parties when necessary.Explaining product features and benefits in simple and clear language, checking for customer understanding and acceptance.Recommending new products or services and making suggestions for improvements based on customer feedback.Assisting clients with the use of goods and programs, and answering any questions they may have.Establishing and maintaining positive relationships with customers by using positive language and anticipating their needs.Ensuring services are restored with minimum impact on the business.Monitoring incidents raised by various channels in real-time and updating reports.Providing expert assistance to resources on products and escalations, assisting with customer complaints where necessary.Encouraging and implementing best practices and knowledge sharing through training and gathering feedback to drive improvement initiatives.Ensuring resolution is always a priority to meet performance goals.Managing problems and incidents as a measure of continuous service improvement by providing inputs and analyzing reports.Attending to escalated calls and emails.Maintaining accurate and up-to-date knowledge of all processes, products, procedures, and systems. Show less

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  Oracle

  Jan 2021 - Aug 2023

  Business Analyst

  Jobs and Responsibilities :CRM management: Administer and maintain the CRM system (e.g., Oracle Sales Cloud) by ensuring data accuracy, updating records, and implementing best practices. Provide training and support to sales teams on CRM usage and functionality.Analyze and interpret sales data to identify trends, patterns, and opportunities for improvement.Utilize CPQ (Configure, Price, Quote) software to streamline and automate the quoting process.Collaborate with sales teams to understand their requirements and provide guidance on effective quoting strategies.Develop and maintain pricing models and rules within the CPQ system to ensure accuracy and consistency.Optimize CPQ workflows, rules, and templates to improve efficiency and reduce quote turnaround time.Conduct regular audits of CPQ data to ensure data integrity and system accuracy.Generate reports and dashboards to monitor sales performance, quote conversion rates, and pricing effectiveness.Collaborate with cross-functional teams, including sales, finance, and IT, to drive process improvements and system enhancements.Collaborating with finance and sales leadership to develop accurate sales forecasts and budgets. Monitoring actual performance against forecasts and providing variance analysis.Ensuring sales teams adhere to established sales processes, policies, and guidelines. Identifying and addressing compliance issues and recommending corrective actions.Stay updated on industry trends and advancements in CPQ technology to continuously enhance quoting capabilities. Show less

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  Insightsoftware

  Aug 2023 - now

  Product Operation Analyst

  Job Summary:My mission is to enhance product team effectiveness by establishing excellence in metrics, infrastructure, processes, and best practices. In a dynamic role, I manage emergency SKU requests, analyse data for trends, onboard new team members, and handle project management tasks.Job Description:As the primary liaison for Product Management Leadership, I facilitate reporting needs vital for product profit and loss (P&L) management. I conduct comprehensive data analysis from various sources, enabling data-driven decisions for product teams. I build reports and dashboards to monitor projects and enhance operational efficiency, translating complex data into executive insights. Additionally, I review data to uncover valuable business insights, communicate findings to leadership, and establish self-service reporting capabilities, streamlining data access for the product organization.I oversee product updates, manage Salesforce CPQ data, lead product integrations, and collaborate on testing with cross-functional teams.I oversee critical Product Management tools (E.g. Aha!), conduct onboarding, update Confluence, maintain SharePoint, and coordinate monthly knowledge-sharing sessions.I efficiently manage strategic projects, including large-scale ones with remote teams, ensuring delivery, tracking progress, and providing insightful analysis and reporting. Show less