Sampad Bebarta

About Sampad Bebarta

I am an Associate Technical Program Manager with proven expertise in program & project management, technical training operations, and content development. Over the years, I’ve partnered with clients, trainers, and learners to design, deliver, and optimize large-scale technical training programs across Java, Python, and Full Stack tracks, ensuring learners are not only industry-ready but thrive in real-world projects- My journey spans across roles in program management, training, and content quality, where I’ve successfully- Managed end-to-end training operations at enterprise scale, ensuring smooth execution and timely delivery- Bridged communication between stakeholders, clients, trainers, TAs, and learners to resolve challenges and drive measurable outcomes- Developed and quality-checked technical content to align with industry standards and client requirements- Created assessments & interventions that improved learner engagement, performance, and program success rates- Led cross-functional teams, collaborating with SMEs and content/tech teams to deliver impactful learning experiences.

Experience

1. Senior Associate Ii - Customer Success

   iamneo - An NIIT Venture

   Oct 2025 — Present · Bhubaneswar, IN

   Client Interface: Serve as the primary client interface (SPOC) for all incoming communications, establishing a strong professional rapport.2. Request Management: Manage inbound client contact, meticulously document requests, and ensure the expeditious creation of support tickets in the system.3. Team Leadership: Lead and mentor a high-performing team (4-5 members), encompassing L1 and L2 specialists.4. Activity Oversight: Oversee daily team operations to optimize workflow and ensure all team members are aligned with critical priorities.5. Quality Assurance: Conduct thorough quality assurance reviews of all newly created tickets before their assignment.6. Workload Allocation: Strategically allocate and balance the incoming ticket workload across the team to maximize efficiency and response speed.7. Escalation Management: Proactively identify and escalate capacity risks to the L1 Manager, ensuring service levels are maintained during periods of high workload.8. SLA Adherence: Maintain rigorous accountability for Service Level Agreement (SLA) compliance across the team\'s entire ticket portfolio.9. Reporting & Updates: Generate daily performance reports and communicate real-time ticket status updates to internal reporting channels and stakeholders.10. Mentorship: Provide coaching and developmental support to junior resources, fostering consistent high-quality service delivery and professional growth.11. Knowledge Base: Own and continuously update the knowledge base (documentation) for recurring client issues and effective resolutions, improving self-service and team efficiency.12. Team Alignment: Facilitate daily team synchronization meetings (huddles) to track progress, resolve blockers, and establish clear daily priorities.13. Risk Analysis: Analyze client feedback and support data to surface critical risks and recurring concerns for proactive management intervention and resolution.

Education

• Siksha 'O'​ Anusandhan University

  BTech - Bachelor of Technology, Electronics and Communication Engineering

  2015 — 2019