MAHESH BHAURAO JAGTAP
Mumbai
Summary
Business Operations Specialist with 14 years of experience in optimizing information systems to enhance operational efficiency and drive business growth. Proven track record in project management, strategic planning, and process improvement, consistently delivering results that reduce costs and improve user experience. Strong analytical and problem-solving skills contribute to successful project outcomes and overall business performance. Seeking a challenging role in a professional organization to leverage expertise and add value to operations.
Overview
22
22
years of professional experience
Work History
Data Analytics Specialist III – Network Analytics
UBER
11.2024 - Current
- Designed and maintained advanced dashboards for monitoring network performance across operational units.
- Conducted in-depth analysis of network data to support strategic decisions and enhance efficiency.
- Automated data pipelines using SQL and scripting tools to reduce manual overhead and increase accuracy.
- Collaborated with cross-functional teams to define KPIs and track real-time network metrics.
- Partnered with stakeholders to identify data gaps and streamline exception handling processes.
- Documented analytical methodologies and standard operating procedures for knowledge continuity.
Assistant Manager
Wipro Ltd
10.2015 - 11.2024
- Led end-to-end project delivery, including requirement gathering and BI solution design.
- Executed user acceptance testing to ensure comprehensive functionality coverage.
- Developed interactive dashboards using Excel and Power BI for data visualization.
- Performed data analysis on large datasets to extract key insights and support decision-making.
- Collaborated with stakeholders to finalize report UI, enhancing user experience.
- Managed data and SLA creation from various interaction management tools like Siebel and Verint.
- Provided regular status updates and project communications to senior management.
- Identified process inefficiencies, optimizing relationships with vendors and service providers.
Senior Associate
Tata Communications and Transformation Services
Mumbai
03.2013 - 09.2015
- Handled customer inquiries, answered questions, and resolved problems in a timely manner.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Processed and issued product orders and service upgrades for customers.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Assisted customers with product-related questions, feedback and complaints.
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
- Addressed customer service inquiries quickly and accurately.
- Maximized customer satisfaction by resolving service issues promptly.
- Handled high-volume telephone calls to address and resolve customer queries.
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns.
- Kept detailed records of customer interactions for future reference.
- Coordinated referrals and escalations to obtain specialized support.
Senior Executive customer Service
Convergys India Limited
Mumbai
05.2009 - 02.2012
- Enabled customers to find answers by providing extensive details on system navigation.
- Kept client and company files safely stored on CRM system to comply with confidentiality laws and regulations.
- Added value to customer purchases by upselling additional products and services.
- Followed company regulations, policies and processes.
- Communicated with customers through phone calls, online chats and emails to assess customer needs and provide solutions.
- Maintained excellent customer satisfaction by delivering high-quality customer service and dealing with all matters appropriately.
- Dealt with complex complaints and angry customers professionally and politely, resolving issues with favorable solutions.
- Managed all complex complaints, issues and problems to maintain customer satisfaction.
- Wrote professional business correspondence and prepared informational sheets for clients.
- Met demands of high-volume customer enquiries and exceeded performance targets.
- Followed-up on customer interactions to provide further support.
- Responded to customer emails with accurate, professional replies.
Restaurant Manager
PIZZA HUt
Mumbai
08.2003 - 01.2009
- Implemented marketing campaigns that increased revenue and enhanced brand visibility.
- Conducted assessments to address customer needs while prioritizing tasks during peak hours.
- Resolved customer complaints professionally, fostering positive guest relationships.
- Performed regular maintenance checks on equipment to ensure optimal functioning.
- Mediated conflicts among employees effectively to maintain a harmonious work environment.
- Distributed food to service staff for timely delivery to customers.
- Directed restaurant operations to achieve superior customer service and employee development.
- Created new menu items informed by customer feedback and industry trends.
Education
BSC - Intermediate from commerce
Hotel Management
Bhopal06-2003
Skills
- Data management and analysis
- Dashboard design
- Project management
- Cross-functional collaboration
- Customer service and relations
- Stakeholder engagement
- Problem solving
- Leadership experience
- Knowledge sharing and mentoring
- Operational enhancement
- Team collaboration
- SLA and KPI development
- Business resolution strategies
Timeline
Data Analytics Specialist III – Network Analytics
UBER
11.2024 - Current
Assistant Manager
Wipro Ltd
10.2015 - 11.2024
Senior Associate
Tata Communications and Transformation Services
03.2013 - 09.2015
Senior Executive customer Service
Convergys India Limited
05.2009 - 02.2012
Restaurant Manager
PIZZA HUt
08.2003 - 01.2009
BSC - Intermediate from commerce
Hotel Management
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