Sumit Mahanta
Team Lead, L1 Technical Support @Augmedix
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WORK HISTORY
Team Lead, L1 Technical Support @Augmedix
Facilitate the creation of service-related documentation and training to ensure the best class of support for our domestic and international customersDevelop and implement appropriate service policies and processesDevise and implement ways of measuring L1 Support Team’s performanceDrive a culture of continuous improvement among the team to enhance departmental productivity, efficiencies and delivered quality to the customer.Provide weekly reporting that includes customer hotspots, service performance and training opportunitiesPossess excellent customer service skills that he/she will promote the L1 team and the Augmedix organization as a whole
EDUCATION
North South University
Master of Business Administration (M.B.A.)
American International University-Bangladesh
Bachelor of Engineering (BEng), Electrical and Electronics Engineering
SKILLS
ABOUT SUMIT MAHANTA
6+ years of experience in Tech - Industry. Took several initiatives to add more value to customer interaction, simplifying process and service models for improving customer satisfaction and ensuring operational excellence. Also, experience in develop, implement and maintain quality assurance for deliverable technical support services. Develop team members through coaching to reduce knowledge gap and have the proper standard of quality assurance. Extremely regular and dedicated to professionalism, diligent and motivated toward the goal. Ability to get mixed with others, possessing strong communication skill, computer skill, and analytical expertise. In addition, have a strong ethical value in fast-paced multitasking environments; able to prioritize effectively to accomplish objectives with creativity, enthusiasm and humor.
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