Himanshu Kulkarni
Thane
Summary
Experienced Telecom Professional with 12 years of experience in onboarding, service delivery, and operations. Proven track record of successfully leading and managing operations teams. Experienced in developing and implementing operational strategies and
solutions to improve efficiency and productivity. Drive growth and success.
Overview
12
12
years of professional experience
Work History
Onboarding Lead
RELIANCE JIO INFOCOMM LTD
10.2016 - Current
- Managing team of 130 people
- Monitored performance cycle, monitored technical incidents, and address customer grievances leading to 100% customer satisfaction score and reduced shrinkage by 20%.
- Handle and resolve various queries related to processes, addressing concerns and providing timely solutions to team members and stakeholders.
- Knowledge of FTTH troubleshooting
- Responsible for creating and maintaining team's roster, shrinkage, and attrition ensuring to meet operational requirements.
- Manage and approve leave requests for team members, ensuring smooth operations while considering team's workload and maintaining healthy work-life balance.
- Responsible for preparing reports on team performance, efficiency, and any other relevant metrics. These reports aid in decision-making and contribute to overall success of organization.
- Provide regular feedback and coaching to team members, assisting them in their professional development and ensuring continuous improvement in their performance.
- Accountable to meet service line agreement SLA
- Collaboration is vital for organization's success. Actively coordinate with other teams to ensure seamless communication, share knowledge, and resolve cross-functional issues.
- Managing system and application issues with technical team to get them resolved on time
- Point of contact for resolving escalated issues within team or related to processes. Work closely with team members and relevant stakeholders to find effective solutions.
- Ultimate goal is to foster positive and productive work environment that motivates team members to perform at their best and contribute to organization's success. Constantly strive to enhance team performance, meet organizational objectives, and maintain high level of employee satisfaction and engagement.
Customer Support Executive
MGAGE INDIA PVT LTD, MGAGE
07.2012 - 05.2016
- Handling customer queries on daily basis of various telecom partners.
- SENDER ID whitelisting with telecom partners & handling NDNC Complaints within TAT of 24 hrs.
- Ensuring compliance with health and safety legislation.
- Ensure quality service and customer satisfaction.
- Tele calling all Leads generated and gathering information Contacting winners generated in LSC (Large Scale Campaign) Collecting tax documents etc.
- Gathering various price lists for gratifications required.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
Account Assistant
BIMAL SHAH & CO, FIRM
03.2011 - 03.2012
- Filing online CST/VAT & income tax returns.
- Journal voucher entries in Tally.
- Payment & Receipt entries in Tally Payment & Receipt.
- Entries in Tally Handling various Stock Audit.
- Entered customer order details into system, accepted payments and updated accounts.
- Presented monthly, quarterly and annual statements to support financial planning.
- Generated financial reports and summaries for management review.
- Increased sales by 10%
- Managing end to end 10 clients ITR & VAT filing returns.
- Assist with month-end close activities, including preparation of journal entries and reconciliations for various balance sheet and income statement accounts.
Education
Bachelor of Commerce -
Bachelor of Banking & Insurance
Mumbai08.2010
H.S.C -
Higher Secondary Certificate
Thane02.2006
S.S.C -
New English School
Thane03.2003
Skills
- Corporate Communications
- Creative Team Leadership
- Sincerity & Dedication
- Quick Learner
- Process Improvement Initiatives
- Currently enhancing skills in Data Analytics
Accomplishments
- Won Best Employee Award in Reliance JIO - 2021-22
- Participated in Reliance RFCC Cricket Tournament.
- Won 2nd prize in Table Tennis Tournament.
Additional Information
- Recent Awards , Fair Play Award (Daredevils Corporate Cup, Delhi), 2015 Won 2nd Prize in table tennis tournament (mGage India, Mumbai), 2014 Participated in Reliance’s (RFCC Cricket Tournament) & Internal Matches
Timeline
Onboarding Lead
RELIANCE JIO INFOCOMM LTD
10.2016 - Current
Customer Support Executive
MGAGE INDIA PVT LTD, MGAGE
07.2012 - 05.2016
Account Assistant
BIMAL SHAH & CO, FIRM
03.2011 - 03.2012
Bachelor of Commerce -
Bachelor of Banking & Insurance
H.S.C -
Higher Secondary Certificate
S.S.C -
New English School
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