Jui Kale

Seasoned professional with 10 years' experience as Team Leader with proven track record in Quality Control, Operations Management, Client Servicing, Knowledge Management, Requirement Gathering, exposure in working for APAC, EMEA and AMER regions; targeting challenging assignments with an organization of repute. Proven ability to establish and maintain excellent communication and relationships with clients. Excellent time management skills combined with a superior knowledge of the customer service industry.

• Accenture Solutions India Pvt. Ltd., Knowledge Management Senior Analyst, Working as Content Integrator (KMS) wherein: - Majorly Managing Content on WordPress sites for internal domains like Salesforce, Solution Architecture, Automation and Process Deployment - Maintained knowledge base quality by partnering with SMEs to develop content governance plan - Gathered insights and action items via metric reports including page visits, site visits, Meta data etc. to support business goals - Creating and managing newsletters, articles, AD groups and Group Blogs. - Transitioning of processes to new joiners and mentoring the team, Present
• Accenture Solutions India Pvt. Ltd., Pricing Agreements Analyst, Handling Pricing Agreement Execution (PAX-Global) wherein: - Prepared and executed Pricing Agreements, ensuring all products are added correctly in the system and agreements are executed in timely manner - Coordination with Sales team, stakeholders and customers - Interaction with Account Executives (AEs), Client Service Managers (CSMs) and Sales Engineers (SEs) for offering the best deal to the customers Acting on APAC-Migrations (Customer Project Management) wherein: - Interacting on calls with customers and explaining the initial process of Migrating of Cross Connects - Preparing emails and migration sheets / scope of work (SOW) for customer's review - Coordinating the Migration with respective IBX teams and with customers, scheduling the Migration as per time zones - Sending closure emails and new SOWs with new details to the customers and stakeholders Working as Quote Support Specialist (AMER) wherein: - Negotiating with sales team and drafting Sales Quotations for Sales team based in US and Canada which reflects the pricing and listing of products/services/solutions preferred and requested by the customers. - Managing Entire process from quote creation till customer signed document and order booking - Functioning for client with largest IBX (Internet Business Exchange) industry-leading data centres and colocation services, to network connectivity and the interconnected cloud exchanges - Identifying the missing information and connecting with CSMs to get the same. - Created more than 500 quotes in span of 6 months and above Supporting Pilot Process - Order Configurations and Management (AMER) wherein: - Managing activities related to Order Management including exact configuration of the product, identification of missing information, co-ordination with cross-functional shared service teams - On Job Training (OJT) of new team members - Preparing manual reports and Siebel reports as Metrics for higher visibility - Configured more than 1000 orders in span of 6 months and above, Mar'16, Sep'21
• XL Dynamics India Pvt. Ltd., Associate Analyst, Managed servicing of Mortgage Loans (both Reverse and Forward) including defaulted ones. Implemented Standard Operations Procedures of Quality Customer Service activities; mapped client's requirements & implemented measures to maximize satisfaction levels Headed a team of maximum 16 FTEs and groomed them on personal and professional level Directed independent project (4 months) - Process Development of 1600 Loans Purchased for Servicing from Union Bank of California Engaged in Process Transition from US - Property Taxes (Forward Side) and Private Mortgage Insurance (loans insured by Private MI Worked as a Learning Coach; developed, implemented, & executed performance improvement plans (PIP) for all individuals to drive continuous improvement and employee retention Forecasted workload and scheduled staff to meet the expectations within turnaround time, thereby enhanced efficiency Drafted monthly and quarterly reports & maintained employee performance database tracker with a view to monitor efficiency Streamlined processes to facilitate achievement of organizational objectives and profitability, Aug'12, Oct'15

• Location Preference: Mumbai
• Title: Team Lead Senior Analyst
• Date of Birth: 12/28/90
• Marital Status: Married

• English
• Hindi
• Marathi