AKSHAY ANIL GUJAR
Associate Project Manager
Navi Mumbai
Summary
PROFILE SYNOPSIS: Overall experience of 10 years in Telecom, BPO (Optus), and Hotel Industry. Extensive experience in conflict / dispute management working with international clients from multiple geographies. Experience of Root Cause Analysis and Process Improvement Planning projects. Experience of telco operational processes viz. Field management, NOC, escalations management. Understanding of a start-up business environment & processes/tools implemented to run an online business. Handled process and tools used to manage social media platforms like Facebook / Twitter for Reliance Jio. Valued Assistant Project Manager addresses complex obstacles with experienced insight and anticipation. Demonstrates knowledge of quality management principles through clear communication of task expectations and informed suggestions for process optimizations. Determined advocate of safe and ethical work environment for staff to comfortably accomplish project objectives according to organizational standards.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
Work History
Associate Project Manager
Lionbridge Technologies LLP
Navi Mumbai
11.2021 - Current
- Partnered with project team members to identify and quickly address problems.
- Delivered high level of service to clients to both maintain and extend relationship for future business opportunities.
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
- Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
- Monitored and tracked project metrics and collected data to share with project members.
- Developed and maintained project documentation for reliable records.
- Identified and resolved risks to minimize project disruption.
- Planned, monitored and analyzed project costs to meet financial goals.
- Negotiated contracts and agreements with vendors for constructive supplier relations.
- Updated customers and senior leaders on progress and roadblocks.
- Documented project progress to fulfill project requirements and establish traceability.
- Mentored and guided staff to enhance performance and exceed customer expectations.
- Generated weekly and monthly status reports for helpful progress tracking.
- Led team meetings to assess project progress and plan appropriately to meet delivery targets.
- Devised and implemented attainable schedules, timelines and milestones for on-track projects.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Maintained open communication by presenting regular updates on project status to customers.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Monitored project progress, identified risks and took corrective action as needed.
- Analyzed project performance data to identify areas of improvement.
Sr Escalations Executive
Reliance Jio
Navi Mumbai
03.2021 - 11.2021
- Part of escalations management (issues related to mobile network, VVM services, dissatisfaction towards employees etc.) for company and Mr. Mukesh D Ambani
- Maintaining TAT while coordinating and getting update from internal and external teams across company
- Handling cases escalated on NCH, TRAI & DOT portals
- RCA through identification of product or process gaps and limitations to respective teams
- Sharing feedback and corrective measured with internal teams as past of Process Improvement Plan.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Executive International Romaing
Reliance Jio
Navi Mumbai
12.2019 - 03.2021
- Responsible for supporting International Roaming Clients accessing special assistance portal for connectivity issues.
- Providing real time assistance via live chat.
- Coordinating with internal teams to provide resolution in 24 hours.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed strong communication and organizational skills through working on group projects.
- Skilled at working independently and collaboratively in team environment.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Contact Center Representative
Reliance Jio
Navi Mumbai
11.2018 - 12.2019
- Handling companies Facebook / Twitter account for complains and queries
- Assembling necessary information related to process / product and sharing same with customers
- Handling various tools & product informative documents to relay precise and approved information
- Tracking and updating self with ever changing process and products.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Operations Support
Zepo Technologies Pvt. Ltd
Mumbai
01.2018 - 09.2018
- Handling Online Platform of Business Clients
- Working as one point of contact to resolve website or marketplace related issues
- Coordinating with Account Managers, Web Site Developers & Design team to meet client requirements
- Sharing client requirement with marketing team for online promotions through Google
- AdWords
- Coordinating with client and logistics team to ensure smooth transit of products
- Collaborated with operations team to provide excellent customer service and foster positive work environment.
Reservations Executive
Della Resorts Lonavala
Lonavala
07.2016 - 11.2017
- Handling all Group, Corporate, Individual & Travel Agent reservations over calls and emails
- Maintaining room inventory, group calendars & bookings on a daily basis
- Coordinating with front desk and revenue department to control inventory
- Maintaining and procuring material required for smooth operations
- Generating and providing invoices/bills to guests at check out.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Front Desk Ambassador
Sofitel Mumbai BKC
Mumbai
10.2013 - 04.2015
- Manage guest movement for day
- Coordinate with various departments to ensure best customer experience
- Updating and maintaining guest information.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Used internal software to process reservations, check-ins and check-outs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
Bell Desk Executive
Bell Desk/Concierge
Mumbai
04.2013 - 10.2013
- Helping table reservations
- Unloading Guest Luggage and escorting them to their rooms
- Informing guest of tourist attraction and places.
- Cultivated interpersonal skills by building positive relationships with others.
Education
SSC -
SIES High School
Mumbai 01.2007 - 04.2008
HSC -
ICLES' Motilal Jhunjhunwala College
Navi Mumbai 01.2009 - 04.2010
Diploma - Hospitality and Aviation
Frankfinn Institute
Mumbai 01.2016 - 04.2017
Bachelor of Commerce - Plain
Yashwantrao Chavan Maharashtra Open University
Nashik 06.2019 - 06.2021
Skills
Client Interfacing
Certification
IT Project Management
Timeline
IT Project Management
03-2023
Associate Project Manager
Lionbridge Technologies LLP
11.2021 - Current
Sr Escalations Executive
Reliance Jio
03.2021 - 11.2021
Executive International Romaing
Reliance Jio
12.2019 - 03.2021
Bachelor of Commerce - Plain
Yashwantrao Chavan Maharashtra Open University
06.2019 - 06.2021
Six Sigma White Belt Certification
06-2019
Contact Center Representative
Reliance Jio
11.2018 - 12.2019
Operations Support
Zepo Technologies Pvt. Ltd
01.2018 - 09.2018
Reservations Executive
Della Resorts Lonavala
07.2016 - 11.2017
Diploma - Hospitality and Aviation
Frankfinn Institute
01.2016 - 04.2017
Front Desk Ambassador
Sofitel Mumbai BKC
10.2013 - 04.2015
Bell Desk Executive
Bell Desk/Concierge
04.2013 - 10.2013
HSC -
ICLES' Motilal Jhunjhunwala College
01.2009 - 04.2010
SSC -
SIES High School
01.2007 - 04.2008
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