Mayur Subhash Bhole

Manager - Fulfilment

Sakon

Pune, India

07.2013 - Current

Managed over 31 clients (US. EMEA and APAC region) includes enterprise and mid size customers.
Leading customer discovery sessions and documenting the requirements. Developing customer SOPs as every customer has its distinct rules and exceptions
Working closely with international carriers to finalize contracts, setting up carrier online portal, gaining authorization, signing LOA, quotes for bulk ordering program, portal issues, account level charges, processing orders/requests, disputing unaccountable charges/ credits and getting plan/ features implemented/ verified and confirming savings
Leading team of 21 members handling fulfillment, implementation, support and client services.
Creating and maintaining services consumption tracker for leadership reporting and sharing ideas on improvisation areas to internal teams.
Leading GRC (Governance, Risk and Compliance) practices across department to keep customer services intact.
Improved customer engagement through consistent handwork and dedication, benefited Sakon for up sell, cross sell and retaining customers.
Scheduling and leading weekly or escalation calls with carriers, customers, partners and internal teams
Configuring the software/product, to make sure it meets the entire requirement mentioned by customers
Performing Functional Testing and UAT for inspecting the customer requirement
Works on defining efficient workflows, Role/Access Management, User creation, People Management, monitoring API tools and IT Service operation
Successfully managing team of 21 employees in multiple capacities encompassing accounting, operational management and purchasing
Creating/ generating required dashboards, reports and presenting to leadership, billing team and customers for analysis and billing purpose
Creating process documents, SOP’s for team members and functionality document for customer or development team
Handling customer escalations, Providing product demo to customers/partners, Decision making role to deliver excellent services and maintaining C-SAT and SLA’s
Introducing and implementing new processes/ existing process improvements by considering the changes.
Working on process automation to reduce the manual efforts and intervention to the system
Coordinating with product development/management team to finalize the CR and communicating the ETA/Code release updates to customers with the upcoming functionalities
Involved in complete SDLC, finalizing enhancement list by communicating with users (internal and customer end), creates user stories or provides brief logic to development team for designing the functionality or creating the functionality and static reports
Working with POC’s of internal teams which involve their practices around tool/software
Scheduling weekly or monthly calls with customers, development and internal teams for discussion on agenda and for discussion on the project growth
Tracking and finalizing the sprints using Scrum tool, escalating and managing board to required teams or people
Handling the project implementation and gathering all the necessary information and distributing it to internal teams for efficient steady state.
Leading and implementing payment processing platforms (Stripe and Authorize.net) integration with Sakon Products .
Handling Access Management, Reconciliation. Rebilling, Dispute Management etc. on payment processing platforms

Summary

Overview

Work History

Manager - Fulfilment

Education

Bachelor of Engineering (B.E) - Information Technology

Diploma - Computer Science

Skills

Certification

Software

Quote

Timeline

Manager - Fulfilment

Bachelor of Engineering (B.E) - Information Technology

Diploma - Computer Science

Interests

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