Kashish Gangwani

Work History

Quality and Training Manager

Mswipe technologies Pvt Ltd

Mumbai

07.2021 - Current

Coached my team to adopt a new business strategy and successfully organize seminars, meetings, team-building activities, and collaboration with multiple departments within the company an Set and develop processes for inspecting the Call quality and ensure that same matches the company's standards and convey their findings to the production managers and corporate leadership
Assessed the services and processes to make sure they adhere to quality standards and organize meetings with Departments or service management to learn about the SOP's followed by the business and reviewing customer feedback and understanding customer demands and expectations of products and services
On boarding and training new quality control team members and Identifying training needs and Designing and implementing training program
Helping employees in career development by performing orientation sessions
Creating leadership development programmers and tracking training and development progress
Trained new hires to perform cross-training exercises with experienced workers
Organized and edited training manuals, multimedia visual aids, and other educational materials
Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success
Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees
Reviewed and edited all training materials for accuracy and company policy compliance
Trained staff during demonstrations, meetings, conferences, and workshops
Communicated all learning and performance objectives, schedules, and training assessments to upper management
Streamlined and monitored quality programs to alleviate overdue compliance activities
Leveraged data and analytics to make informed decisions and drive business improvements
Defined clear targets and objectives and communicated to other team members
Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success
Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.

Senior Business Manager

Rupee Boss finance Pvt Ltd

Mumbai

03.2021 - 07.2021

Landmark insurance)
Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives
Implemented and developed operational standards, policies and procedures
Recommended and implemented successful strategies to maximize revenue
Implemented productivity benchmarks across all departments to maximize company revenue
Carried out and developed social media, e-blast and public relations campaigns
Developed and implemented new filing systems to improve organizational efficiency and productivity.

Deputy Manager

Vodafone Idea LTD

Mumbai

03.2019 - 11.2020

Conferred with customers each day to maintain current understanding of needs and preferences, resolve issues, and promote brand loyalty
Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
Maintained, documented and presented progress reports to leaders
Liaised with team members, stakeholders and vendors to coordinate activities, provisioning, environment setup, risk mitigation and follow-up
Managed High ARPU and HVC accounts personally & Checked on service and cross-selling at SME accounts
Accountable for handling higher level escalations that arise in the store
Introduced new methods, practices, and systems to reduce turnaround time
By concentrating on data and voice services with high earning margins that increase store gross and net add, it is possible to ensured store profitability (EBITA) and generate revenue
Management of IOCR/SME Account Relationships
Organizing store events and service camps for COCPs and IOCR

Group store manager (Deputy Manager)

Tata Tele services

Mumbai

06.2014 - 10.2018

Sales & Customer service:-
Handling a team size of 18 executives, Setting daily weekly and monthly individual targets and ensuring the accomplishment of the given store targets on monthly basis (Voice, Data & Wire line)
To ensure customer satisfaction and every customer walking into the store gets ‘Amazing” experience with store and services by providing them solutions within given TAT and Ensuring the team does necessary follow-ups and fix up the issues as per SLA
Profit & Revenue enhancement:-
Ensuring Store profitability and generating revenue by focusing on data and voice products earning margin which enhances to store gross add
Relationship Management of IOCR/SME accounts
Conducting store Events & Service Camps for IOCR as well as COCP’s
Personally Managing High ARPU and HVC accounts
Operation & Admin:
Taking care of all stores related operations i.e
Maintenance and repair of store by coordinating with vendors to fix up if any such requirements
Ensuring the visual merchandising is as per the company standards
Updating attendance and maintaining roaster for store staff
Responsible for new acquisition and churn management by working on sales rejects
Providing technical resource and miscellaneous support services
Arranging camps activities on new product launch and consumer offers
Responsible to take care of higher level escalations occurring within the store
Training CRE on regular basis updating them with current offers and acquisition processes
Maintain the required levels of inventory in the store
Have achieved store targets for the month of June, July August and September 2015 with 150 % consecutive growth over 1st quarter
Rewarded as a Star performer Mumbai circle for the month of November, December 2014 and January 2015
Won a trip to Singapore by achieving quarterly targets
Won a trophy for achieving and setting a benchmark of 750 gross post-paid sales in a month
Honored with my photo placed on a wall of fame (Head office) for 3 consecutive months.

Retail Store Sales Manager(COCO)

Reliance communication, DAKC

Mumbai

08.2007 - 12.2012

Handling all day to day Store Activities processes and in store operations & Sales
Supervising the store staff in terms of proper customer management and data maintenance
Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Ensuring the store profitability by meeting monthly sales targets and C-Sat (Customer Satisfaction) targets
Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
Carrying out necessary follow up with back office and other customer interface departments on daily basis for the smooth flow of customer service provided and ensuring stock availability by checking SAP on daily basis by pulling out the stock report and indenting the required stock for sales by following the Standard Operating Procedures and supervising the achievement of SLA and sales targets on a daily basis.

Relationship Officer

Reliance Capital

Mumbai

05.2004 - 07.2007

Account management: Managed Mutual funds and Insurance accounts
Selling and opening new R-money accounts and guiding customers on share broking and investments
Maintaining Existing accounts with quality service provided to customers on their investments by regular Updates given to them on Stock NAV’s
Relationship Management: Doing Tie-ups with Banks and SME’s to promote the wide range Rmoney Products I.e
Mutual funds, Insurance, Share Trading accounts, General and medical insurance .
Reviewed and analyzed client support usage and formulated recommendations in collaboration with [Type] teams.
Worked with clients to address and respond to client and partnership management issues.

Front desk CSE (Customer service Executive)

Bharti Airtel

Mumbai

05.2003 - 04.2004

Handled customer service on the front desk understanding the pattern of issue and enquiry made and ensuring issue is resolved within the TAT (Turnaround time)
Followed up with back office to ensure the SLA’s given to the customer s is met
Tele called customers to take a feedback once issue is resolved
Maintained Daily Sales MIS and Inquiry Tracker
Followed up for timely delivery of service and new connections sold to the customers.
Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
Informed customers of upcoming promotions and deals to boost sales.

Summary

Overview

Work History

Quality and Training Manager

Senior Business Manager

Deputy Manager

Group store manager (Deputy Manager)

Retail Store Sales Manager(COCO)

Relationship Officer

Front desk CSE (Customer service Executive)

Education

Bachelor of Commerce - Financial Accounting

Skills

Work Availability

Timeline

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