Hi, I’m
Chetan Shah
Subject Matter Expert
PUNE
Summary
Responsibilities Working in line with Service Delivery Manager and Project Manager for defining and implementing IT policies and frameworks to ensure a high level of service delivery across all India locations. Responsible for providing support and solutions for the overall IT requirements, which includes service delivery, service desk management, application support, end-user services. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
years of professional experience
3
Certificates
4
Languages
Work History
QuantumID India (Pvt) Ltd (SmartKargo)
Subject Matter Expert (Air & E- Com Cargo Domain)
04.2018 - Current
Job overview
- Developed detailed product specifications and requirements documents, ensuring that the development team had precise instructions for the delivery of the project
- Prepared proposal documentation and specifications based on user analytics.
- Supported enterprise and business goals by introducing new product and service offerings.
- Collaborated with management to identify and prioritize new development concepts.
- Drive customer requirement gathering engagement and Translate / break down high level user requirements and help project team in generating system requirements.
- Lead/participate in onsite analysis phase of engagement creating analytical collaterals for customer decision making
- Lead business process flows analysis and operational procedures related to the business domain
- Create user requirement document and use cases,Gathers, manages and prioritizes the product backlog
- Managing and making visible the prioritized list of requirements for future product development
- Ensures user stories are ready for development to start work and has the correct acceptance criteria
- Work with the Product, Dev, and QA team to understand and analyze estimation/budget Requirement analysis, documentation skills (Business Blueprint, Functional Specification, Configuration, Unit Test, User Training, UAT Documents, etc.) The post Go Live Support
- Leading ongoing reviews of business processes and developing optimization strategies.
- Reviewing Test Cases, support Acceptance Testing phases, conduct Train the Trainer phases, support functional testing, and acceptance testing. Setup the service desk according to the industry best practices.
- Developed and maintained relationships with internal and external stakeholders to ensure alignment and collaboration
- Developed training materials and conducted workshops to ensure that teams have the right skills and knowledge to succeed
- Developed an in-depth understanding of the company’s products and services, becoming the go-to source for questions and inquiries from internal and external stakeholders
- Developed detailed business cases to justify investments in new products and services and to assess their potential return on investment
- Collaborated with cross-functional teams to design and develop innovative products and services that addressed customer needs
QuantumID India (Pvt) Ltd (SmartKargo)
Customer Engagement Executive
02.2015 - Current
Job overview
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Implemented systems and procedures to increase sales.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
WNS Global Services
Sr. Customer Service Associate
01.2010 - 02.2015
Job overview
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Assisted customers with product selection, troubleshooting and problem resolution.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Researched product locations at different facilities to arrange and coordinate drop shipments.
- Took cash and credit card payments via phone, in person, and through email.
- Coached new team members on service techniques and provided scoring through quality assurance program.
Education
Monad UniversityDELHI
High School Diploma
04.2001
Skills
Project Planning
Additional Information
Current on going project : Smartr logistics in implementation phase
Project Achievements : Vistara & SpiceJet, SpiceExpress D2D, Indigo, Air Asia
Accomplishments
- Collaborated with team of 8 in the development of SpiceJet & Smartr Logistics.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
On Going - IIBA® CBAP Certification
Timeline
On Going - IIBA® CBAP Certification
01-2024
Postman: The Complete Guide Certification
10-2023
Advanced Certificate Programme In International Trade 2015
08-2021
Subject Matter Expert (Air & E- Com Cargo Domain)
QuantumID India (Pvt) Ltd (SmartKargo)
04.2018 - Current
Customer Engagement Executive
QuantumID India (Pvt) Ltd (SmartKargo)
02.2015 - Current
Sr. Customer Service Associate
WNS Global Services
01.2010 - 02.2015
Monad University
High School Diploma
04.2001
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