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
Order Management, Order Fulfillment
Billing & invoicing
Sales Force
Change point
Recruiting and interviewing
Employee performance evaluations
Training
Operations management
Good verbal and written communication skills
Customer Service
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