Abhilash Sahu
Bengaluru
Summary
Assistant Manager with extensive experience in sales, personnel management, accounting, and inventory management. Demonstrated ability to consistently rise through the ranks. Committed to providing optimized customer service through complete knowledge of company products and services.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Analyst
Mphasis -Deputed at HP -Pumori Project
Bengaluru
08.2024 - Current
- Onboarding of new ODMS/suppliers for PS pumori project for Hp
- Integrated factory data to enhance demand and supply planning for component visibility.
- Led Master data and Technical data validation.
- Conducted research to compare competitive products in the marketplace.
- Coordinated with other departments to ensure accuracy of data collection and analysis.
- Drafted documents that outlined processes, procedures, and best practices related to analytics projects.
- Trained new joiners on the process.
- Reviewed business requirements documents and developed project plans accordingly.
Assistant Manager
Genpact
Bengaluru
05.2022 - 08.2024
- Worked productively with the team in processing orders and ensured the smooth running of orders, making sure the orders 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 smooth run of end to end of order processing and order fulfillment.
- Handling a team of 45 members ensuring the KPI , performance objectives and conducting regular meeting and providing feedback .
- Ensure adherence and meeting KPIs / SLA and review 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.
- Tracking, analyzing, and managing customer interactions throughout the sales cycle.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
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 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 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
JeyporeSkills
- 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
- Operations Management
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.
- Abhilash Sahu
Languages
English, Hindi & Odiya
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
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCareer advancementCompany CultureFlexible work hoursTimeline
Senior Analyst
Mphasis -Deputed at HP -Pumori Project
08.2024 - Current
Assistant Manager
Genpact
05.2022 - 08.2024
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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