Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
Personal Information
Affiliations
Languages
References
Timeline
Generic
Emmanuel Bhosale

Emmanuel Bhosale

Pune,MH

Summary

Dynamic professional with extensive experience in Salesforce administration, team leadership and program/project management. Demonstrated success in managing process transitions and enhancing customer satisfaction, resulting in improved operational efficiency. Skilled in quality auditing and reporting, leading to significant advancements in service delivery.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Sr. Analyst

ADP Pvt. Ltd
Pune
12.2024 - Current
  • Responded promptly to emergency situations requiring immediate attention such as system failures or data loss incidents.
  • Resolved conflicts between users by providing appropriate solutions based on their individual needs.
  • Investigated root cause of various technical issues by conducting research using available resources such as manuals or websites.
  • Maintained audit trail and statistical records of problems and conditions reported by client.

Team Manager

Stamod Technologies
Pune
06.2023 - 10.2023
  • Managed daily activities and generated reports to track team performance.
  • Oversaw appointment generation to enhance scheduling efficiency.
  • Monitored team achievement of daily targets to ensure accountability.
  • Led team handling initiatives to improve collaboration and productivity.

SME (Subject Matter Expert)

Bp British Petroleum
Pune
10.2021 - 03.2023
  • Transitioned process from ANZ to India to enhance operational efficiency.
  • Managed order placements to ensure timely fulfillment and customer satisfaction.
  • Handled escalations effectively, resolving issues promptly.
  • Participated in weekly client calls to discuss project updates and requirements.
  • Maintained weekly reports to track progress and identify areas for improvement.

Sr Service Desk Analyst

GTT
Pune
12.2018 - 10.2021
  • Managed billing, invoicing, and collections processes to ensure timely payments.
  • Handled inbound and outbound calls to address customer inquiries and concerns.
  • Provided service desk support to resolve user issues efficiently.
  • Conducted Level 1 troubleshooting for technical issues, minimizing downtime.
  • Facilitated escalation handling for complex problems requiring advanced solutions.

Sr Customer Service Officer B1

Wipro
Pune
01.2016 - 12.2018
  • Streamlined cable care processes for efficient inbound operations.
  • Troubleshot NBN connections to ensure seamless modem setup.
  • Activated O2A TB mobile SIMs with precision and accuracy.

Customer Service Agent

H3g (TechM)
Pune
11.2010 - 12.2012
  • Streamlined customer service operations to enhance response times and satisfaction.
  • Managed billing, invoicing, and collections processes for improved cash flow.
  • Processed payments and charges accurately, ensuring compliance with financial policies.
  • Facilitated sales initiatives to drive revenue growth and customer acquisition.

Education

Bachelor of Commerce -

Himalayan University
Itanagar, India
05.2018

12th -

National Institute of Opening Schooling
New Delhi, India
10.2006

10th -

National Institute of Opening Schooling
New Delhi, India
04.2003

Skills

  • Project and Program management
  • Subject matter expertise
  • Salesforce administration and development
  • ITIL V4
  • Team leadership
  • Process transition management
  • Order management
  • Sales and invoicing
  • Billing and collections
  • Quality auditing and reporting
  • Customer support and success

Certification

  • Sales-Force (Admin+Devep+Lighting), Radical Technologies, Completed Salesforce course covering Administration, Development, and Lightning, acquiring skills in configuring and managing Salesforce environments, developing custom applications, automating business processes, and leveraging Lightning Experience for enhanced user interfaces and functionality.
  • ITIL V4, radical technologies, completed the ITIL 4 Foundation course, gaining a comprehensive understanding of IT service management best practices, including the ITIL framework's key concepts, service value system, and service management processes, aimed at improving service delivery and aligning IT services with business objectives

Disclaimer

I hereby declare that the above statements made, are complete and true to my knowledge and belief.

Personal Information

Marital Status: Married

Affiliations

  • Awarded with Kyokushin Shodan Karate
  • Awarded with multiple employee of the month/Quarter with previous employers.

Languages

Marathi
First Language
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1

References

References available upon request.

Timeline

Sr. Analyst

ADP Pvt. Ltd
12.2024 - Current

Team Manager

Stamod Technologies
06.2023 - 10.2023

SME (Subject Matter Expert)

Bp British Petroleum
10.2021 - 03.2023

Sr Service Desk Analyst

GTT
12.2018 - 10.2021

Sr Customer Service Officer B1

Wipro
01.2016 - 12.2018

Customer Service Agent

H3g (TechM)
11.2010 - 12.2012

Bachelor of Commerce -

Himalayan University

12th -

National Institute of Opening Schooling

10th -

National Institute of Opening Schooling

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Emmanuel Bhosale