Summary
Overview
Work History
Education
Skills
Certification
Software
Operational skills
Projects Handled
Timeline
Generic

ABHILIPSA MOHANTY

Assistant Manager
Bangalore

Summary

12+ years of progressive experience in customer support and team management, delivering cost savings and customer satisfaction across multiple domains (Project Management, Operation Management, Customer Support & Service Desk). Experienced in operational risk analysis, taking major initiatives to eradicate business challenges and driving continuous improvement to ensure bottom line success.
As per current goal, it is to obtain a managerial position with an organization that will utilize the management, supervision and administrative skills and will give an opportunity to play a direct role in the unlimited mutual growth and success.

Overview

12
12
years of professional experience
9
9
Certifications

Work History

Assistant Manager(Project Support & SSA)

Mann and Hummel
Bangalore
01.2023 - Current
  • Framing work direction and plan for the associates after thorough assessment of their capabilities
  • Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process
  • Transitioning systems to upgraded versions to achieve efficiency in various operations; spearheading process improvement initiatives, process improvement, process documentation, creating and modifying job aid
  • Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines
  • Managing of creation, implementation, and maintenance of master data that enables that enables user to optimize system capabilities
  • Oversees a team of associates and senior associates that analyses and enrich the master data elements and optimize the flow of data between the users and the stakeholders
  • Ensures data governance and data integrity across the organization
  • Leading team of , Team leader,Lead associates, Lead analyst related processes for different locations within MANN+HUMMEL
  • Leading a team of Lead Project Support associates and senior associates in planning, overseeing and leading projects life cycle and EOP (End of production) from ideation through completion within Mann and Hummel
  • Collaborate and work with Global Service Head(s) for transition scope to clearly define the transition pipeline by each GBTS function
  • Verification of customer needs (Transition Entry Criteria) in order to prepare binding quote towards customer
  • Deliver agreed Service Transition Projects and Programs in time, scope and budget and in line with M+H transition methodology, policies and standards
  • Lead data gathering process to support AS-IS analysis conducted by GPE
  • Definition of transition budget and creation of business case
  • Create and align timeline and provide data for recruitment plan setup
  • Coordinate and monitor of knowledge transfer and service rehearsal test, ensure completeness of process documentation
  • Preparation of status reports
  • Stakeholder management and communication to and with all involved parties
  • Preparation and execution of Kick-off & Business Readiness Meetings, Stabilization Follow-up meetings and Handover to operations
  • Risk Management and Mitigation
  • Conflict and Escalation Management
  • Contribution to improvement of transition management methodology and tools
  • Execute contract management, travel expense management, and perform time reporting for key account managers / sales staff
  • Support in onboarding process for new employees / new roles
  • Ensure the implementation and inputs for continuous improvement of the communication and order tracking programs in support of the organization's service objectives
  • Handling creation of RFP and RFQ
  • Schedule and arrange travel to internal and external meetings
  • Conduct project specific norm and contract management
  • Conduct contract management and plan external events (fairs / customer tech days) and prepare and post process customer meetings
  • Administrate customer portal, internal sales systems & tools (e.g
  • CRM, Crystal Ball, SharePoint)
  • Managing internal and external stakeholder.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Worked well in a team setting, providing support and guidance.
  • Learned and adapted quickly to new technology and software applications.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Worked effectively in fast-paced environments.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Delivered services to customer locations within specific timeframes.
  • Skilled at working independently and collaboratively in a team environment.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Provided professional services and support in a dynamic work environment.
  • Excellent communication skills, both verbal and written.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Applied effective time management techniques to meet tight deadlines.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Passionate about learning and committed to continual improvement.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Partnered with business teams to understand needs and mitigate potential problems.
  • Designed processes and systems supporting business needs before, during and after transitions.
  • Detected workforce collaboration use cases and problems from employees and business partners through interviews, focus groups and surveys.
  • Led teams of analysts to evaluate, plan and execute projects.
  • Developed solutions to address complex issues and operational gaps.
  • Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
  • Managed internal and external client-facing relationships through transitional periods.
  • Created methods to integrate functions, optimize processes and prepare staff through proactive training.
  • Identified impacted parties, business partners and resources required for planned changes.
  • Built support for change throughout business unit through direct outreach strategies.
  • Partnered with project team members to identify and quickly address problems.
  • Assessed and analyzed customer requirements to develop effective IT project plans.
  • Resolved staff conflicts and identified potential areas of improvement.
  • Created and implemented contingency plans to address potential risks.
  • Negotiated and managed project budgets to meet goals.
  • Updated customers and senior leaders on progress and roadblocks.
  • Communicated project updates to stakeholders at all levels.
  • Established and enforced project timelines and deadlines.
  • Monitored and tracked project progress to support timely completion.
  • Identified and implemented cost-saving measures in IT projects.
  • Conducted quality assurance to verify accuracy of data used in IT projects.
  • Managed various IT projects to meet deadlines and customer requirements.
  • Wrote, updated and maintained project documentation.
  • Reviewed project materials and deliverables for adherence to methodologies and procedures.
  • Planned and coordinated scheduling and administrative tasks.
  • Maintained and reviewed daily and weekly client reports.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Developed and implemented project plans and budgets to ensure successful execution.
  • Reported regularly to managers on project budget, progress and technical problems.
  • Analyzed project performance data to identify areas of improvement.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.

Team Manager

Mann & Hummel India
Bangalore
12.2018 - Current
  • Accountabilities
  • Leading the Sales support and assistant team, which supports various Sales related processes for different locations within MANN+HUMMEL
  • Leading a team of Project Support associates and senior associates in planning, overseeing and leading projects life cycle and EOP (End of production) from ideation through completion within Mann and Hummel
  • Execute contract management, travel expense management, and perform time reporting for key account managers / sales staff
  • Support in onboarding process for new employees / new roles
  • Handling creation of RFP and RFQ
  • Schedule and arrange travel to internal and external meetings
  • Conduct project specific norm and contract management
  • Conduct contract management and plan external events (fairs / customer tech days) and prepare and post process customer meetings
  • Administrate customer portal, internal sales systems & tools (e.g
  • CRM, Crystal Ball, SharePoint)
  • Managing internal and external stakeholder
  • Operations
  • Responsible for overall operational management of the team ( KPI, reporting, continuous improvement, escalation handling) in transition, stabilization and regular operation phase
  • Responsible for the coordination of processes, projects and tasks within the team
  • Coordination with Sales and Legal departments
  • Performing other tasks according to the direct supervisor
  • Overall overview or working experience in controlling, reporting or data analysis
  • Ensure efficient running and monitoring of the operations in the responsibility area
  • Comprehend incoming and outgoing data flows for SAP master data
  • Comprehend, explain and enforce master data creation and change processes
  • Good knowledge of governing policies around Product data as per the area of work
  • Update /maintain the departmental procedures (SOP's) tools, and metrics for the master data team
  • Support special projects as needed
  • Identifies areas for data quality and process improvements and helps to resolve data quality problems through the appropriate choice of error detection and correction, process control and improvement, or process design strategies
  • Have a continuous improvement mind set and support improvement projects from data perspective
  • Manage any transactional changes related to the Master data management activities
  • Ensure timely and accurate update of all master data records
  • Responsible for delivering all the tasks on-time, every-time
  • Ensure that the schedule is reviewed on time
  • To ensure that all the feedbacks and the learning documented and applied to the master data procedures to improve accuracy
  • Be responsible for maintaining the SLA of each period and the delivery performance
  • Maintain Product master data in SAP as per business input and SOP
  • Raise incident tickets to the relevant helpdesk when there is an issue
  • Ensure high level of service delivery as well as customer satisfaction
  • Identify, drive and implement continuous process improvements initiatives
  • Projects Handled:
  • Handling EA services,
  • Project support,
  • Sales support and assistance,
  • Time reporting
  • 3P project,
  • Travel arrangement and expense management,
  • Design to Cost,
  • Digital marketing
  • P2P
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Evaluated employee performance on monthly basis and coached and trained 15 team members, increasing quality of work and employee motivation.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
  • Established and maintained performance, quality and service standards for professional customer care.
  • Aligned team goals and objectives with organizational strategy, aiding business growth.

Team Lead

HPE, DXC Technology
Bangalore
07.2016 - 12.2018
  • Manged team of customer support professionals across a broad range of products proactively managing customer issues and acting as a point of escalation for the team
  • Coaching and Mentoring to deliver superior customer service in line with global customer support guidelines
  • Involved in Maintaining and improving the key performance measures of the Customer Support Centre
  • Strategic topic like forecast volume v/s staffing on regular basis
  • CI ideas for Customer Support management team to drive CSAT experience, SLA, Time to Closure
  • My task includes monthly call assessments and coaching targets for the team in line with Quality guidelines
  • Reporting & analysis on missed opportunities
  • Monitoring calls and giving constructive feedback
  • Performing RCA's on bottom performers and call drivers
  • Carrier pathing and appraisal discussions with agents based on performance
  • Track customer interactions by composing, reviewing, and updating notes in customer relationship management platform
  • Identify and resolve customer issues with through active listening, problem analysis, and troubleshooting
  • Educate callers about products, processes, and best practices that solve typical user problems and improve productivity
  • Assess ongoing issues and explore new solutions that improve outcomes for both the organization and its clients
  • Deliver excellent customer service while meeting standards for speed to answer, call volume, satisfaction ratings, and other key metrics

Client Support Analyst

Thomson Reuters
Bangalore
07.2014 - 07.2016
  • Handling clients of two countries, America and Canada
  • Responsible for maintaining strict service levels with client activities
  • Responsible for managing escalation from front line, stakeholders and account manager
  • Promote flow of knowledge within the business group to meet service targets and improve data flow/mapping knowledge
  • Share best practices with the group and innovate to resolve outstanding issues
  • Guided, Supported and worked with Managers in meeting TAT and Operational Metrics
  • Making sure products and services are supplied to customers on time
  • Handling client escalations by doing an in-depth analysis of the issue and resolving it in real time
  • Closed service request reports
  • Having good knowledge in SAP tool and functionality
  • Record customer requests for improvements to our software applications through "enhancement requests" and escalating to Product Mangers.

Senior Customer support Executive

Hewlett Packard
Bangalore
03.2011 - 07.2014
  • Working for ACCOR Hospitality Industry
  • Handling customer complaints about payment and reservations
  • Involved for complete customer service within AHT with complete CRI and CSI
  • Providing suitable solutions and handling the complete grievance part
  • Involved in taking Quality grids with the new joinees
  • Awarded “Quality Star” for 2 quarters
  • Awarded “Star performer”.

Education

B.A - Sociology

Kamala Nehru Women's College

Skills

Profitability and revenue generation

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Certification

Lean Six sigma Green belt(Pursuing)

Software

SAP, MS Projects, MS-Office

Servicenow

Salesforce

Operational skills

Root Cause Analysis · Leadership · Teamwork · Change Management · People Development · Employee Engagement · Dispute Management · Customer Relationship Management (CRM) · Customer Satisfaction · Customer Retention · Continuous Improvement · Customer Support · Contract management · Customer Service Operations · Operations Management ·People Management · Customer Service. Transition management. Process Improvement. Business Continuity Planning. Process flow documentation. Stakeholder management. Capacity planning

Projects Handled

  • · EA services,
  • · Project support,
  • · Sales support and assistance,
  • · Time reporting
  • · 3P project,
  • · Travel arrangement and expense management,
  • · Design to Cost,
  • · Digital marketing.
  • · P2P

Timeline

Assistant Manager(Project Support & SSA)

Mann and Hummel
01.2023 - Current

Team Manager

Mann & Hummel India
12.2018 - Current

Team Lead

HPE, DXC Technology
07.2016 - 12.2018

Client Support Analyst

Thomson Reuters
07.2014 - 07.2016

Senior Customer support Executive

Hewlett Packard
03.2011 - 07.2014

B.A - Sociology

Kamala Nehru Women's College

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ABHILIPSA MOHANTYAssistant Manager