Sushant Pratap Singh

Experience

1. Sr Manager, Customer Support

   Epicor

   Oct 2022 — Present

   Key Highlights:• Stabilized and strengthened Legacy ERP Application Support teams through effective collaboration with onsite counterparts and ensuring a high-performing and reliable workforce.• Driving stabilization of the Eclipse Tech Support team through a structured new-hire training plan, implementation of operational best practices to enhance customer experience, and swift team ramp-up in India via internal and cross-regional knowledge transfer.• Represented Eclipse Support team at the annual customer conference Insights in Las Vegas, Nevada, USA.Deliverables: • Leading the Eclipse ERP Application and Tech Support teams (33 FTE, including three support managers).• Focusing on the career development and growth initiatives for team members.• Developing and Analyzing the team performance metrics – Volume, Cases Closed, Backlog, CSAT, Avg Days to Close, Avg Days to Development and Escalation%• Presenting business performance and insights to the leadership during reviews.• Devising and implementing strategies to boost team efficiency and productivity.• Coordinating closely with the onsite counterparts to ensure smooth collaboration between the global Eclipse Support teams• Engaging with customers to improve the support service and overall product experience• Collaborating cross-functionally with Product Development, Product Management, and Professional Services teams to enhance processes and drive overall product improvements.

Education

• Amity University

  Bachelor of Technology - BTech, Information Technology

  2008 — 2012

Skills

• Erp
• Requirements Analysis
• Erp Product Analysis
• Analysis
• User Acceptance Testing
• Enterprise Resource Planning (Erp)
• Business Analysis
• Microsoft Sql Server
• Sdlc
• Erp Product Flow - Analysis