Mehul Jai Kotian
Mumbai
Summary
Tech-savvy professional with advanced training and experience in Telecom. Delivers above-average results to delight customers and drive internal enhancements. Always seeking new and improved strategies to achieve objectives.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Knowledge Management Project Lead
Tata Consultancy Services
Mumbai
06.2022 - Current
- Developed and implemented project plans for knowledge management team, timelines, and budgets to ensure timely and cost-effective delivery of projects
- Monitored project such as knowledge management KPI's progress and identified and addressed issues and risks to ensure successful completion
- Coordinated with cross-functional teams and stakeholders to achieve project goals and objectives
- Conducted regular project status meetings and reported project updates to management and stakeholders
- Managed project resources, including personnel and budget, to ensure efficient and effective utilization
- Maintained accurate project documentation, including project plans, risk assessments, and status reports
- Utilized project management software to track progress, identify bottlenecks, and develop corrective actions
- Developed and maintained positive relationships with clients, vendors, and other external stakeholders
- Utilized strong communication skills to effectively manage project scope, requirements, and deliverables.
Learning & Development Project Lead
Tata Consultancy Services
Mumbai
09.2015 - 06.2022
- Developed and managed the training plan for various projects, ensuring timely and successful delivery of training initiatives
- Coordinated with cross-functional teams to determine training needs, develop training materials, and deliver training sessions
- Conducted needs analysis and identified skills gaps to ensure that training programs met the needs of the organization and its employees
- Utilized project management skills to plan and execute training programs, including developing project plans, timelines, and budgets
- Developed and implemented training evaluation methods to assess the effectiveness of training programs and make recommendations for improvements
- Maintained accurate training records, including training plans, schedules, attendance, and evaluation results
- Communicated training updates and progress to management and stakeholders, including regular status reports
- Managed training resources, including personnel and budget, to ensure efficient and effective utilization
- Utilized strong communication and interpersonal skills to build positive relationships with internal and external stakeholders
- Analyzed training metrics and provided insights to management to drive continuous improvement in the organization's training programs.
Information Process Enabler
Tata Consultancy Services
Mumbai
08.2013 - 09.2015
- Responded to customer inquiries and technical issues related to telephonic systems, providing timely and effective support
- Troubleshot technical problems related to telephonic systems, diagnosing and resolving issues remotely or escalating to higher-level support as needed
- Utilized technical knowledge and customer service skills to resolve customer issues and provide effective solutions
- Documented customer interactions and technical issues in a ticketing system, maintaining accurate and detailed records of all customer interactions
- Utilized telephonic system management tools to monitor system performance, identify issues, and recommend improvements
- Collaborated with cross-functional teams to identify and resolve system-wide issues, including network connectivity, hardware, and software issues
- Provided training and support to end-users on telephonic systems and related technologies
- Conducted quality assurance testing on telephonic systems, identifying and resolving defects
- Managed telephonic system resources, including hardware and software, to ensure efficient and effective utilization
- Stayed up-to-date with industry trends and developments, identifying opportunities to improve telephonic system performance and customer experience
- Maintained positive working relationship with fellow staff and management.
Assistant Manager
Sweetland Ltd
London
07.2011 - 07.2012
- Sales, Banking, Billing, Client escalations, Order processing & Managing Food Quality control as per the European Food Law
- (EFSA)HR/ Payroll & Social media promotions
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Delegated daily tasks to team members to optimize group productivity.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Enforced regulatory policies and procedures of EFSA across different teams and programs.
Office Assistant
Talash Shipping & Transport Services
11.2008 - 06.2010
- Managing employee shifts, payroll & responsible for all client communications and provide resolution
- Technical Skill
- Basic Windows Office
- Achievements
- Over my tenure I have created more business leads and increased profitability for the company.
Sales Co-Ordinator Sales Co-Ordinator
Travels
01.2008 - 11.2008
- My job was to Co-ordinate with various drivers and keep a tab on the Kilometres
- I used to take care of the banking requirements of the office
- Handling escalations was my key role.
Education
Bachelors - Commerce
University Of Mumbai
Mumbai, India2010
Skills
- Client Communications
- Customer Relationship Management
- Team Leadership
- Cost Analysis
- Verbal and Written Communication
- Agile Methodologies
- Project Management
- Performance Monitoring
- Training & Development
- Planning & Organizing
- Critical Thinking
- Customer Service
Certification
Awarded the best Process Improvement Project for Quarter 1 FY'21. (AHT Reduction and FTE saving)
Certified Contextual Master (For providing value add savings for client).
3 Green Belt Projects
Multiple Client & Internal Commendations.
Awarded as Customer Champion (All – Round Performance) by CEO of the client organisation.
Received Spark Award (Best Trainer) by clients.
Certifications
L&D Professional Curriculum (Deploying learning strategy) – TCS Internal
Leadership: ASCENT Certification (TCS Leadership Programme). – TCS Internal
International English Language Testing System – British Council – External
ITIL V 4.0 Foundation Certificate – AXELOS – External
Education And Learning
Accomplishments
- Promoted from Customer Service Executive to Trainer, in less than 12-months in one of the project in TCS.
- Created highly effective new program that significantly impacted efficiency and improved operations. Won Contextual Master award.
- Won the best Process Improvement Award across Telecom unit within TCS.
Languages
Hindi, Tulu
First Language
English
Advanced
C1
Marathi
Intermediate
B1
References
References will be provided upon request.
Timeline
Knowledge Management Project Lead
Tata Consultancy Services
06.2022 - Current
Learning & Development Project Lead
Tata Consultancy Services
09.2015 - 06.2022
Information Process Enabler
Tata Consultancy Services
08.2013 - 09.2015
Assistant Manager
Sweetland Ltd
07.2011 - 07.2012
Office Assistant
Talash Shipping & Transport Services
11.2008 - 06.2010
Sales Co-Ordinator Sales Co-Ordinator
Travels
01.2008 - 11.2008
Bachelors - Commerce
University Of Mumbai
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