Lakhan Bhujbal
Pune
Summary
Dynamic Associate Manager with a proven track record at Tech Mahindra, excelling in process improvement and operational compliance. Skilled in technical support and team leadership, I drive performance enhancements and foster a culture of accountability. Adept at analyzing data to identify trends, I implement effective solutions that elevate customer service quality.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Associate Manager(Previously with UPS PVT)
Tech Mahindra
Pune
08.2025 - Current
- Analyzing customer call report data to identify problems, trends, and opportunities for policy or process improvements.
- Assessing performance indicators to measure alignment with business expectations and operational goals.
- Conducting operational audits to ensure compliance and effective performance delivery.
- Suggesting and implementing end-to-end process improvements to enhance contact center operations.
- Identifying training needs, creating development plans, and providing continuous coaching to team members.
- Conducting fair and consistent performance evaluations to drive accountability and continuous improvement.
- Resolving individual and group performance issues in a timely manner, fostering motivation and teamwork.
GBS Operations Supervisor
UPS LOGISTICS PVT LTD
Pune
04.2025 - 07.2025
- Monitored and executed day-to-day operations of contact center teams to ensure smooth service delivery.
- Analyzed production, quality, and cost data to identify challenges and recommend process improvements.
- Partnered with third-party contact center vendor managers to align operations with business goals.
- Coached administrative staff on call quality, ensuring customer interactions were complete, accurate, and professional.
- Developed action plans and provided side-by-side support to employees needing additional guidance.
- Handled escalated customer calls to resolve concerns, improve satisfaction, and enhance customer perception.
- Supervised overall operations to ensure first-contact resolution, service accuracy, and quality levels.
- Recommended operational changes (e.g., equipment and staffing) to improve efficiency and meet service commitments.
Customer Service Team Lead(Technical Support)
UPS LOGISTICS PVT LTD
Pune
05.2022 - 03.2025
- Created an inspiring team environment by fostering an open communication culture.
- Took ownership of providing technical support to the customer success team, ensuring timely and effective issue resolution.
- Educated new employees on company policies, procedures, and ethics to enhance understanding of roles and responsibilities within the technical support team.
- Developed reports to track customer complaints, inquiries, and issues, identifying opportunities for process and service improvements.
- Guided team members in troubleshooting and resolving technical issues, including logistics software systems and advanced equipment.
- Designed metrics and reports on key performance and quality indicators, with focus on in-depth trend analysis.
- Set and monitored targets for support staff, driving improvements in performance, knowledge, and adherence to SLAs.
- Collaborated with supervisors on operational strategies and staff development initiatives.
- Conducted weekly one-on-one coaching sessions and team meetings to support employee growth and engagement.
- Identified gaps in training materials and developed new resources to address team needs.
- Monitored and analyzed operational Key Performance Indicators (KPIs) to ensure efficiency and continuous improvement.
Internal Technical Support Representative
UPS LOGISTICS PVT LTD
Pune
07.2021 - 05.2022
- Interacting with internal employees and vendors who are contacting technical support for assistance via phone.
- Collecting and verifying information provided from the contact in order to accurately and quickly deliver solutions that restore service.
- Identifying correct knowledgebase solutions to use in performing necessary steps to deliver solutions that restore service.
- Working within a service management application to provide case logs for restoration rate accountability and process adherence.
- Escalating unresolved issues to the next level of support when required by process.
- Adhering to Priority service levels and assigning these appropriately for the described issue using provided support processes.
System Support Engineer
Indian Internet Solutions PVT LTD
Aurangabad
12.2018 - 05.2021
- Understanding the user requirement & troubleshoot problem remotely.
- Managing Web hosting, FTP, Email Hosting & Managing Emails.
- Handle All Hardware and Networking devices like Wireless Access-Points, Network printers, Network switches & Recording Studio Devices.
- Installing, configuring and supporting network equipment including routers, proxy servers, switches and WAN accelerators, TCP/IP, DNS and DHCP.
- Virtualization on VMware.
- Remote Desktop Support on Team viewer, any desk & Windows RDP.
Education
Master of Business Administration - IT
DR. BAMU
Aditya College of Management BeedBachelor of Engineering - CSE
DR. BAMU
MSS CET JalnaSkills
- Effective Time Management
- Customer Service
- Problem Management
- Technical Writing
- Process improvement
- Operational compliance
- Technical support
- Team leadership
- Staff management
Certification
- Computer Hardware & Networking (IGTR)
- Cyber Security Foundation Professional Certificate (CertiProf)
- Complete Ethical Hacking & Cyber Security Masterclass Course
- Group Policy (Active Directory) For IT Helpdesk Technicians
- YouTube Marketing (2021 Viral Edition)
- Network Protocol Fundamentals
- Domain Name System (DNS) Administration - Windows Server 2016
Accomplishments
Received RNR award, 2022
Hobbies and Interests
- Browsing
- Reading Books
- Driving
Projects
Automatic Penalty Charging for Traffic Violation using RFID, 08/01/17, 03/01/18
Languages
- English, Full Professional Proficiency
- Hindi, Native or Bilingual Proficiency
- Marathi, Native or Bilingual Proficiency
Personal Information
Date of Birth: 02/10/92
Timeline
Associate Manager(Previously with UPS PVT)
Tech Mahindra
08.2025 - Current
GBS Operations Supervisor
UPS LOGISTICS PVT LTD
04.2025 - 07.2025
Customer Service Team Lead(Technical Support)
UPS LOGISTICS PVT LTD
05.2022 - 03.2025
Internal Technical Support Representative
UPS LOGISTICS PVT LTD
07.2021 - 05.2022
System Support Engineer
Indian Internet Solutions PVT LTD
12.2018 - 05.2021
Master of Business Administration - IT
DR. BAMU
Bachelor of Engineering - CSE
DR. BAMU
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