Alpesh Makwana Email and Phone Number

As an Agile IT Project Manager at TCS for the Honeywell account, I led projects from planning to completion, ensuring they were delivered on time and within budget. I managed resources, assigned tasks, and mentored team members to optimize performance. I aligned project outcomes with business goals by effectively managing stakeholder expectations and communicating project status, milestones, and challenges. I proactively identified and mitigated risks and regularly tracked and reported on project progress. Additionally, I served as a Scrum Master for short-term projects, facilitating Agile practices to enhance team collaboration and delivery.

Promoted to Lead Data Analyst and Project Lead at TCS, managing a team of up to 10 members while continuing to develop and deliver high-quality reports for NielsenIQ. Oversaw the end-to-end execution of client projects, ensuring timely delivery and adherence to quality standards. Coordinated with global stakeholders, maintained client communication, and handled ad-hoc requests. Provided guidance and mentorship to the team, conducted performance reviews, and fostered a collaborative environment to achieve team and project goals. Led project planning and execution, monitored progress, and ensured alignment with client objectives and deadlines.

As a Data Analyst at TCS for the NielsenIQ Report Setup team, I developed and delivered high-quality reports within strict deadlines, ensuring accuracy and adherence to client specifications. I maintained clear communication with clients, provided regular progress updates, and addressed ad-hoc requests and queries. I conducted thorough quality checks and coordinated with global stakeholders to facilitate seamless report transitions and maintain high service standards.

As a Web Chat Service Executive for Vodafone, I provided prompt and effective support to customers through the web chat platform, handling queries, concerns, and complaints with a focus on first-contact resolution. I managed issues end-to-end, coordinating with internal departments to ensure timely updates and solutions. I also processed emails to assist other teams during high workload periods and consistently worked towards achieving daily and monthly performance targets, aiming to deliver exceptional service and promote Vodafone services to customers.

As a Web Chat Sales Executive for AT&T, I engaged with customers to provide personalized product and service recommendations, aiming to maximize sales, conversion rates, and customer satisfaction. My role involved guiding customers through the website and online ordering process, monitoring real-time chat volumes, and adjusting strategies to ensure smooth service. I also took on a mentorship role, coaching team members, providing feedback based on chat transcripts, and fostering a positive team environment through performance recognition and team-building activities. Additionally, I was responsible for extracting daily performance reports and communicating key performance indicators to stakeholders.

• Communicating with existing domestic Idea Cellular Post Paid premium customers through calls• Handling calls in a prompt courteous manner• Managing customer’s query, concerns, requests or complains regarding billing, call charges, price plan change/upgrade, cancellation, network issue, phone internet/MMS settings, etc.• Live tagging of the summary of call while ongoing conversation• Handling special category customers with the best quality