Mangesh Bachal

• Effective management of resources to achieve operational and business objectives and key Performance measures
• Deliver continuous improvement and positive impact on the service, in delegated functional and/or operational area(s)
• Transitioning of new/pilot processes and stabilizing the operations
• Preparation of Business Process Documents - Standard Operating Procedure (SOP), Process Maps (CLPM), FMEA
• Provide operational direction and support to staff managing major and critical incidents
• Preparing and presenting Weekly / Monthly and Quarterly Business Reviews
• Enabling Client engagement and Business Development in coordination with eClerx’s Onsite Team
• Monitor and manage staff performance against key performance measures (KPIs)
• Develop all staff, ensuring they attain the required competencies, behaviors, knowledge and personal attributes
• Handle client escalations and prepare Root Cause Analysis (RCA)
• Project Handover from Onsite team (Client Engagement)
• Conduct kick-off meeting with Client & other stakeholders
• Requirement gathering and Maintain Project tracker
• Regular meetings / calls with Customer to share update
• Coordination with Cross-functional teams to ensure on time Project delivery

Synopsis of Sales Ops Support (Customer Data Management)

• Work in SFDC tool for ensuring the accuracy and completeness of customer data
• Lead Management
• Account Matching & Hierarchy Mapping
• Data Cleansing & Enrichment
• Account Management and Opportunity auto-renewal
• Account Cleansing, Account Merging & New Account Creation
• Contract Auto renewal & Customer Creation

Synopsis of Online Store Operations

• New Product Launch & maintenance of existing products
• Create the campaigns, Discounts & Coupons as per briefing from regional Merchandisers
• Get translations from Vendor and upload it
• Co-ordinate with multiple cross-functional teams to ensure smooth launch
• Order Code Maintenance
• Also support the adhoc requests, End of Life requests, End of Day (Eod) reports

• Providing Online Operations Support as per the Client Business requirement
• Understanding the business process flows and analyze the requirements meticulously
• Daily work allocation and assisting and mentoring team members in Troubleshooting the issues
• To understand and enhance business process through report automation
• To maintain different data sets and create Weekly, Monthly Quarterly reports
• To perform daily peer audits, and maintain the audit tracker

• Part of Issue Resolution Team
• Provide first time resolution to customer queries
• Raise Trouble Tickets for complex customer issues
• Coordinate with different cross functional teams to get the issue resolved
• Worked as part of WarRoom to expedite the pending issue and reduce the turnaround time to enhance the customer satisfaction.