Swati Bhandare Email and Phone Number

PROJECT 2 (Current Project)KEY DELIVERABLES Salesforce.com Support for Kansai Nerolac Paints Ltd in predefines SLA, CRM Support for L1, L2 incidents. Archived all milestones. ROLES AND RESPONSIBILITIES• Resolve Salesforce.com CRM administration support concerns. • Responsible to work on L1 and L2 incidents and provide resolution to complex business requirements• Work on Workflow Rules, Approval Process, Page Layouts, Record Types, Monitor Audit Trail. • Contribute to deployment activities for different SFDC Applications. • Involved in Change Management and Incident Management process. • Prepare Daily, Weekly and Monthly Reports for management review. PROJECT 1 ROLES AND RESPONSIBILITIES• Conducted workshops with customer and gather requirements for Service Cloud Implementation over phone, web meetings & Visiting the Operational Floor for better understanding of the Customer requirements. • Worked on solution design to map complex business requirements with salesforce.com functionality. • Implemented Service Cloud Solution Configuration and Development • Contributed in Unit Testing and System Integration testing.• Deployment of Salesforce.com solution with the help of Change Set and Migration tools.• Worked on Reports and Dashboards for real time insights.

Designation : Project Coordinator / Team LeadCustomer : British Telecom Been Responsible for 3 teams, 1 project and 2 teams (Service delivery team/Order Management team) for British Telecom Global Services and accountable for the performance of 25 associates. Initiated & maintained associates recitals in terms of Productivity & Quality. Streamlined process with respect to systems for improved and neat production. RCA’s for How’s and Why’s as per the requirement on all KPI’s. Managing customer centric operations along with ensuring customer satisfaction by achieving delivery and service quality norms Entrusted with the task of coaching, organizing team huddles and sharing best practices. Coordinating with the Client for the smooth functioning of the process. Facilitating the client & monitoring sessions, Retention inputs and preparing conclusive reports for the senior management.Subject Matter Expert (SME) Responsibility of the Team Leader in his absence Primed all the Process MAPs & documents for NSCPE team. Responsible for Implementing, Setting & Maintaining Quality Audit Tracker and keeping Version of KCI Terms Initiated & Implemented Check lists for Clean Order Processing Been part of Change process & AOB Management with Client. Mentored associates with the training program First point of contact in the Org. Escalation matrix for the teams. Critical contracts were stabilized as per Project RequirementsSenior Associate ( Order Manager ) Handle E2E activity for Non-standard Queue for British Telecom GCS Worked on Procurement & Purchase order process in Coordination with Financial team Worked on Lead to Cash process along with Order Management. Coordinating conference calls with Clients on Project Progress, weekly, monthly and Quarterly.