Mandar Vaidya Email & Phone Number

Melbourne, Vic, Au

Melbourne, Australia

 Won the Baby Bunting Customer Care Team award for 2019 Lead a team of 19 within the Contact Centre to support Customers and store teams to be informed and effective in their role, developed the contact Centre from a team of 2 to 19 team members. Set up a remote contact CentreTrained more than 30 members online and face to face, expertise in online training Implemented the Genesys Purecloud telephony solution Ensured highest readiness for customer service, maintained… Show more  Won the Baby Bunting Customer Care Team award for 2019 Lead a team of 19 within the Contact Centre to support Customers and store teams to be informed and effective in their role, developed the contact Centre from a team of 2 to 19 team members. Set up a remote contact CentreTrained more than 30 members online and face to face, expertise in online training Implemented the Genesys Purecloud telephony solution Ensured highest readiness for customer service, maintained staffing requirements, managed shift patterns and number of team members needed to meet demand. Established processes to communicate with 200 plus internal and external stake holders Formed excellent rapport with internal and external stake holders Ensured resource schedules were managed and call response times acceptable; projected volume requirements by considering marketing campaigns, team availability and leaves. Responsible for recruitment and selection and the first instance contact for HR issues on site Implemented target goals by setting and enforcing standards for speed, efficiency, and quality Successfully developed Zendesk by maximizing features such as Macro’s, Trigger’s and Automations Assessed team member communications and provided with feedback to ensure quality assurance Administered quality of work checks by monitoring tickets to ensure integrity, minimize errors and enhance operative performance Managed all escalations related to ACCC and Fair Trading. Liaised with senior management and legal to develop the contact center’s strategic plans to ensure compliance and speedy resolution. Set up and manage various channels like Chat, eBay, Facebook. Efficiently managed 1,135 complaints which were resolved in the first instance without needing to be escalated to higher management.  Set up and managed channels such as Facebook, eBay, and Chat and delivered quick and efficient customer support Implemented the Net Promoter Score system and reporting Show less

Melbourne, Australia

 Successfully delivered more than 40 projects for Natyadarpan involving a team of more than 50 stakeholders in each project, with expertise in end to end project management from Scoping, budgeting, scheduling at a granular level, cost tracking forecasting and reporting, Risk management and project completion. Founded the community-based theatre group Natyadarpan, donated more than 25k to charities, awarded the Order of Australia Medal for contribution to the performing arts on the 26 Jan… Show more  Successfully delivered more than 40 projects for Natyadarpan involving a team of more than 50 stakeholders in each project, with expertise in end to end project management from Scoping, budgeting, scheduling at a granular level, cost tracking forecasting and reporting, Risk management and project completion. Founded the community-based theatre group Natyadarpan, donated more than 25k to charities, awarded the Order of Australia Medal for contribution to the performing arts on the 26 Jan 2019 Show less

Store Support Centre, Coles, Tooronga, Victoria

Responsible for fuel analysis and reporting, Fuel Escalations (help desk) and multi-level stake holder communication. Managed end to end analysis, reporting and resolution of Fuel Pump and Tank issues Built a dashboard to report nozzle downtime and impact on fuel volume on a granular level to boost productivity Established and managed the fuel help desk to receive contacts from 650 sites across Australia and supported the store network to escalate and speedily resolve pump and… Show more Responsible for fuel analysis and reporting, Fuel Escalations (help desk) and multi-level stake holder communication. Managed end to end analysis, reporting and resolution of Fuel Pump and Tank issues Built a dashboard to report nozzle downtime and impact on fuel volume on a granular level to boost productivity Established and managed the fuel help desk to receive contacts from 650 sites across Australia and supported the store network to escalate and speedily resolve pump and tank issues Analysed and Recommended change in the number of sites for LPG (LPG closure program) and Diesel (Optimisation program) Presented year on year fuel volume trend reports Successfully Led projects in liaison with Shell such as the 4MPP conversions, Price Board upgrade & replacement and Diesel Expansion program Show less

Store Support Centre, Coles, Tooronga, Victoria

Responsible for managing Labour Forecasting and reporting, control Labour Costs, Labour Modeling, Rostering and Payroll reporting for the Coles Express network Established data warehousing and reporting module Delivered data analysis and reporting to various segments of business such as maintenance, Safety, HR and Merchandise; with clear targets to reduce wastage and optimize costs Achieved business outcome by delivering efficient dashboard reporting by incorporating all… Show more Responsible for managing Labour Forecasting and reporting, control Labour Costs, Labour Modeling, Rostering and Payroll reporting for the Coles Express network Established data warehousing and reporting module Delivered data analysis and reporting to various segments of business such as maintenance, Safety, HR and Merchandise; with clear targets to reduce wastage and optimize costs Achieved business outcome by delivering efficient dashboard reporting by incorporating all customer feedback split into Month, Week by National Regional and store level to support store teams to achieve positive outcomes Liaise between stakeholders to facilitate synergy Attention to detail, accuracy in reporting Worked with SAP reporting suite Trained Area Managers and Store managers to use reporting modules; especially in Excel Developed a Labor model and optimised labour costs by 4 million dollars and implemented fair distribution of hours in stores Achieved in depth understanding of the gaps in distribution of labour and designed the Auto Roster Tool to highlight these in an easy to understand format Designed a simple and easy to use budgeting tool that enabled to engage field teams and finance to have granular visibility and agreement in budgets Contributed to the requirement gathering and scoping of large-scale business transformation projects like implementing the Coles Express Wage Timekeeper (Kronos), Shell Price board project, Shell 4 Pump roll out Trained National Area Managers and Site managers to understand and adapt the Auto Roster Tool and various labour reports Worked closely with HR for the framework, analysis and implementation of EBA Show less

Store Support Centre, Coles, Tooronga, Victoria

Responsible for Data processing, Analysis, Reporting and management of a data warehouse for the Coles Express Finance team. Microsoft Access extensively used in financial reporting.

Various

Managed Coles Express sites and achieved 100% results in mystery shopping and best practice site presentation and sales.

India

Responsible for Sales, Merchandising and distribution of company’s products through a network of 8 Sales Officers and 8 distributors.Planned and managed various product launches and ensured 100% availability in the market, outstanding merchandising and achieved sales targets.

Mumbai Area, India

Worked with several FMCG companies in India during the completion of the MBA program.Responsible for sales, merchandising and distribution of company products in the designated areas.AchievementsProduct Launches- Successful launch of Green Giant Sweet Corn and Pillsbury Cake Mixes, Black and White and Vat69 Scotch and Blue Diamond American AlmondsResearch on consumer behavior- Pillsbury Cake Mixes- Founded the Pillsbury Golden Bakers ClubHerbertsons Sales… Show more Worked with several FMCG companies in India during the completion of the MBA program.Responsible for sales, merchandising and distribution of company products in the designated areas.AchievementsProduct Launches- Successful launch of Green Giant Sweet Corn and Pillsbury Cake Mixes, Black and White and Vat69 Scotch and Blue Diamond American AlmondsResearch on consumer behavior- Pillsbury Cake Mixes- Founded the Pillsbury Golden Bakers ClubHerbertsons Sales Challenge- Objective of selling over 300% of the average liquor volume- Having worked out attainable realistic targets, succeeded in exceeding the Targeted sales volume and won Europe trip as a sales incentive Show less

Graduate Diploma In It, Information Technology- System Analysis And Development

Activities and Societies: Australian Computer Soceity Post Graduate Diploma in System Analysis and Design

Ssc, Secondary School Certificate

Activities and Societies: Regular participant in Elocution competitions and won several prizes, Participated in School Drama.