Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Accomplishments
Timeline
AssistantManager
Abhilash Sahu

Abhilash Sahu

Bengaluru

Summary

Accomplished Assistant Manager with in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service.

Overview

7
7
years of professional experience
2
2
Certificates
1
1
Language

Work History

Assistant Manager

Genpact
Bengaluru
05.2022 - Current
  • Worked productively with team in processing orders and ensure smooth running of the order and make sure the order get delivered in a timely manner.
  • Review and filter applications for potential new hires Assist in interviewing applicants and confer with senior-level management on hiring process.
  • Work on SAP ISU for order management process.
  • Ensuring the smooth run of end to end of order processing and order fulfillment.
  • Ensure adherence and meeting the KPIs / SLA and review the timely execution of controls.
  • Supervised hourly and temporary personnel, provided work direction and reviewed work processes.
  • Held team members accountable for deadlines, quotas and performance goals.

Business Operation Analyst

Commvault
Bengaluru
10.2021 - 04.2022
  • Setting up an account for customers across different region for APAC, EMEA & AMER regions in Salesforce.
  • Cases alignment in Salesforce according to different regions.
  • Sending out reports on monthly and quarterly basis for all the customers in web-console tool.
  • Closure of Opportunity in Salesforce.
  • Submitting/invoicing in CQC.

Senior Analyst

ALLEGIS GROUP – DEPUTED AT VMWARE INDIA PVT LTD
07.2020 - 08.2021
  • Administer engagement setups in Changepoint based on Statement of Work (SOW)/Purchase Order (PO)/Credit account ID
  • Submit invoices/redeem credits in Changepoint based on timesheet and milestone completion forms
  • Closure of projects
  • Validate and Manage errors relating to Bill To/Ship To details in Oracle & Changepoint
  • Closure of Opportunity in Salesforce
  • Provide training to the new joiners
  • Conduct quality audits of cases processed by Team Members
  • Cross trained to ensure optimal departmental performance in absence of assigned staff.

Operation Specialist

Just Energy India Pvt Ltd
01.2019 - 05.2020
  • Working as an operation specialist for UK based utility company Just Energy
  • Trained in different queues
  • Which helped me to gain overall knowledge of the process
  • Proficient in Junifer in resolving Billing and other errors
  • Maintain the team’s quality in service delivery by ensuring that it is updated on process knowledge, providing expert technical referral support
  • Conduct quality audits of cases processed by Team Members
  • Conduct needs assessment for the Team Members through audits and impart regular training, including process, refresher and new joiner programs
  • Train and share knowledge with Team Members to meet SLAs;
  • Provide feedback to Team Members on their performance;
  • Supervise the team in the absence of Team Manager
  • Ensure accurate and on-time reporting on quality, accuracy and complaints;
  • Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize overall customer experiences
  • Review daily error reports
  • Research errors and collaborate with internal groups to resolve
  • Determine root cause and modify procedures when necessary
  • Cross trained to ensure optimal departmental performance in absence of assigned staff.

Senior Process Advisor, senior advisor

CAPITA INDIA PVT LTD, Capita India
08.2015 - 12.2018
  • Npower (UK) Product: Electricity & Gas
  • Working as, PVT LTD for UK based Utility Company called npower (Client)
  • Previously was trained under SECOE (Pilot Batch) & has been worked under different queues
  • Proficient in SAP(CRM & ISU) in resolving billing error
  • Assisting the team with updates specified by Onshore and Offshore and process improvement ideas
  • Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize overall customer experiences
  • Projected adaptability through multi-tasking at the manager’s request and offering regular knowledge support to different teams in the process
  • Handling client and customer escalations on e-mails which is shared by Team Manager
  • Cross-skilled on different processes like Secoe's, Registraion,Agent appointment, First bill, Correspondence, GCR
  • Managing and functioning of process in compliance with the KPI.

CUSTOMER SUPPORT PROCESS

FLIPKART.COM
08.2014 - 04.2015
  • (ON PAYROLL OF ADITYA BIRLA MINACS, Taking calls professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
  • Process orders, forms and applications
  • Follow up to ensure that appropriate actions were taken on customers' requests
  • Refer unresolved customer grievances or special requests to designated departments for further investigation
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Identify and assess customers’ needs to achieve satisfaction
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

Education

B.Com -

Vikram Deb Autonomous College, Berhampur University

Skills

    SAP CRM & ISU

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Certification

I hereby declare that all the information provided by me in this application is factual and correct to best of my knowledge and belief.

Additional Information

  • Awards and Achievements: , Win several prizes for excellent customer service with zero fatal error & maintaining my less AHT in my previous company. Rewarded as star performer twice in the team working in capita. Rated highly effective in the annual appraisal 2016 . Rated Outstanding in the annual appraisal 2017. Rated Outstanding in the mid-year appraisal in 2018. Rewarded as top contributor in the year 2016, 2017 & 2018. Rewarded as best trainer of the quarter for quarter 2 & quarter 3.

Accomplishments

  • Supervised team of 15 staff members.
  • Trained and maintained the quality of team.
  • Win several prizes for excellent customer service with zero fatal error & maintaining my less AHT in my previous company.
  • Rewarded as star performer twice in the team working in capita. ➢ Rated highly effective in the annual appraisal 2016 .
  • Rated Outstanding in the annual appraisal 2017.
  • Rated Outstanding in the mid-year appraisal in 2018.
  • Rewarded as top contributor in the year 2016, 2017 & 2018.
  • Rewarded as best trainer of the quarter for quarter 2 & quarter 3

Timeline

Assistant Manager

Genpact
05.2022 - Current

Business Operation Analyst

Commvault
10.2021 - 04.2022

Senior Analyst

ALLEGIS GROUP – DEPUTED AT VMWARE INDIA PVT LTD
07.2020 - 08.2021

Operation Specialist

Just Energy India Pvt Ltd
01.2019 - 05.2020

Senior Process Advisor, senior advisor

CAPITA INDIA PVT LTD, Capita India
08.2015 - 12.2018

CUSTOMER SUPPORT PROCESS

FLIPKART.COM
08.2014 - 04.2015

B.Com -

Vikram Deb Autonomous College, Berhampur University

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