Sumit Jadhao Email & Phone Number

Pune, Maharashtra, India

Managing Team size of 23 agents with different 5 products queue.• Managing attritions, shrinkage, Service level, attendance, Rostering for rational shifts, • On boarding to new hire employees along with BGV process. Providing Training to new employee, • Raising access request for ID card and application related.• Completing all the formalities for employee exit. • Handling escalations for all the 5 products queue. • Monitoring queue and taking follow up with concern… Show more Managing Team size of 23 agents with different 5 products queue.• Managing attritions, shrinkage, Service level, attendance, Rostering for rational shifts, • On boarding to new hire employees along with BGV process. Providing Training to new employee, • Raising access request for ID card and application related.• Completing all the formalities for employee exit. • Handling escalations for all the 5 products queue. • Monitoring queue and taking follow up with concern team.• Calibrating with client related issues and concern. • Preparing presentation for Monthly business review. Show less

Nagpur, Maharashtra, India

Managing Team size of 130 agents with 4 team leaders. • Managing attritions, shrinkage, Service level, attendance, Rostering for rational shifts, Monitoring queue • Arranging and managing call calibration with internal and external clients • Flashing various reports like, breaks exceed, shrinkage, Rag report (Possible attrition data) • Managing Inbound customer service, Emails, Outbound promotions and C-SAT • Responding to management level escalation raised by customer… Show more Managing Team size of 130 agents with 4 team leaders. • Managing attritions, shrinkage, Service level, attendance, Rostering for rational shifts, Monitoring queue • Arranging and managing call calibration with internal and external clients • Flashing various reports like, breaks exceed, shrinkage, Rag report (Possible attrition data) • Managing Inbound customer service, Emails, Outbound promotions and C-SAT • Responding to management level escalation raised by customer. Handled escalations, (Internal and external) • Successfully achieving monthly SLA targets. • Driving process improvement and quality standards.Preparation of Process documents (SOP, Flow Chart, TM Sheets) • Preparation of various reports like (Daily Dashboard, Weekly Dashboard) Show less

Pune/Pimpri-Chinchwad Area

Project 1:• Responsible for booking request and configure the meeting rooms as per the customer requirements.• Deals with issues regarding Password, Network, Server, Database, Applications etc.• Received priorities based Incidents, Service Request & Problem records for different domains and transfer to concern teams.• Identification of Problem RCA.• Data extraction and manipulation. • Research issues on various computer systems and databases to resolve complains… Show more Project 1:• Responsible for booking request and configure the meeting rooms as per the customer requirements.• Deals with issues regarding Password, Network, Server, Database, Applications etc.• Received priorities based Incidents, Service Request & Problem records for different domains and transfer to concern teams.• Identification of Problem RCA.• Data extraction and manipulation. • Research issues on various computer systems and databases to resolve complains, inquiries and provide outline solutions.Project 2:• Working on related to civil s/non civil s jobs.• Preparation of Job Pack and estimates for the field engineer.• Used to with raised service requests.• Designing the Network Diagram based on the requirement.• Coordinating with site engineers over call.• Worked on CRM and web based applications.Worked on Reporting & SLA Management:-• Analysis of project performance for the complete infrastructure support.• Providing improvement plans to increase the project performance.• Coordinating with Team Leaders & Stake holders for client meet. • Daily/Weekly/Monthly/Quarterly reporting within agreed timelines.• Developing daily dashboard as per the requirements, responsible for various reports like SLA, SDR, project performance etc. Show less

Pune/Pimpri-Chinchwad Area

Project 1: (Energy and Utility)• This project is related to Electricity, Natural Gas, Solar, and LPG.• Responsible for create accounts, modifications, finalization and cancellation.• Daily task: Preparing Account Statement, Payment Posting, Credit Balance, Refunds, Direct Debit, Missing Payments, Cheque Log Processing, and Credit Invoice in Dispute, Price Variation, and Charge to Customer and Account Maintenance.• Communicate with clients to resolve issues and manage updates… Show more Project 1: (Energy and Utility)• This project is related to Electricity, Natural Gas, Solar, and LPG.• Responsible for create accounts, modifications, finalization and cancellation.• Daily task: Preparing Account Statement, Payment Posting, Credit Balance, Refunds, Direct Debit, Missing Payments, Cheque Log Processing, and Credit Invoice in Dispute, Price Variation, and Charge to Customer and Account Maintenance.• Communicate with clients to resolve issues and manage updates via Mails or calls.• Worked on SAP (ISU) for payment related and CRM for account/order Management.Project 2: (Telecommunication)• Responsible for Sales Support, Asset Management, Order Management, Order Entry, feasibility check.• Responsible for create accounts, modifications, Relocation and cancellation.• Lead generation, creating an opportunity in Salesforce and CRM (Siebel application Maxim). As per the provided details by the account manager.• Preparation of quotation for new connection.• Designing the Network Diagram based on the requirement• Provisioning of various IP products according to customer/client requirement.• Interaction with onshore team, Project Managers and dealers for issues\queries relating complex orders• Known the basic knowledge about network related• Update the IP addresses and router configuration details along with bandwidth according to the request.• Preparation of Process documents(SOP, Flow Chart, TM Sheets and FMEA)• Preparation of various reports like (Daily Dashboard, Weekly Dashboard)• Worked on the Main frame Application like Rass, Flex cab, Mica, Start.• Worked in Siebel (Maxim), CRM and sales force application to manage the order as per the requirement Show less

Pune, Maharashtra, India

• Outcall to the customer for their network and payment related issues.• Responsible for daily allocation • Flash weekly internal reports• Trained the new batches for Dealer help desk• Call calibration with client ( External ) and operation team ( Internal )• Responsible for escalation handling.