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
Quantitative Skills
Process Analysis, Requirements Analysis
API Testing, Manuel Testing
Release Management, Documentation
Requirements Gathering, Business Requirements
Project Scope Development
Issue Research
Logistics Coordination
Multitasking Abilities
Process Improvement
Implementation
Agile methodologies
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