Mithilesh Milind Bhosale
Pune
Summary
Dynamic Project Lead with a proven track record at thebigword, excelling in project management and client relationship building. Expert in optimizing processes and ensuring high-quality delivery, I foster team development and drive continuous improvement initiatives. My leadership and analytical skills have consistently enhanced client satisfaction and operational efficiency.
Overview
10
10
years of professional experience
Work History
Project Lead - Translations - Operations
thebigword
01.2021 - Current
- End-to-end management of translation and e-learning projects for high-profile clients such as Honeywell, Atlantis Dubai, Electrolux, Bentley Motors, Wells Fargo, Unilever, and Manchester United across domains like Technical, Marketing, and Lifestyle.
- Ensures timely, high-quality delivery aligned with the Minimum Standards Framework, driving client satisfaction and revenue retention.
- Proficient in TMS and CAT tools; manages linguistic assets including style guides, translation memories, and terminology for consistency and quality.
- Builds and maintains strong relationships with clients and internal stakeholders through clear and effective communication.
- Conducts detailed project scoping, risk analysis, and expectation management to deliver tailored, best-practice solutions.
- Provides mentorship to junior team members, supports team collaboration, and contributes to continuous improvement initiatives.
- Actively documents project processes, participates in review meetings, and ensures client feedback is captured and addressed promptly.
- Known for optimizing project timelines and processes without compromising on quality or client requirements.
Process Leader Quality & Operations (Telecom, Logistics & Retail)
CAPITA INDIA PVT. LTD.
06.2016 - 01.2021
- Managed a team of 16 advisors across diverse processes including O2 Telecom, Hermes Logistics, and retail clients like Debenhams, Halfords, and Kurt Geiger, ensuring adherence to performance and productivity benchmarks.
- Conducted regular briefings, debriefings, and refresher sessions to keep the team updated on real-time process changes and daily targets.
- Provided ongoing feedback, coaching, and training support based on quality audits, with a focus on continuous improvement and upskilling.
- Oversaw key performance metrics such as break adherence, manpower utilization, call productivity, and quality compliance, ensuring alignment with operational standards.
- Collaborated closely with the Operations Manager and participated in daily client calls and weekly quality calibration meetings to review performance, resolve queries, and drive process improvements.
- Identified and supported underperforming team members through targeted one-on-one coaching, refresher training, and regular performance tracking.
Senior Process Executive – Staples, Inc.
INFOSYS LTD.
11.2015 - 05.2016
- Handled customer queries for Staples U.S. via chat, providing support on website navigation, order issues, product searches, and pricing concerns.
- Assisted customers with returns, exchanges, and clarification of company policies including rebates, rewards, price match, and returns.
- Proficient in using customer service platforms such as Moxie and Inside to deliver seamless online shopping support.
- Delivered end-to-end assistance for all aspects of the online shopping experience, ensuring customer satisfaction and issue resolution.
Education
BMS - Marketing
Mumbai University
01.2011
HSC -
Mumbai University
01.2008
SSC -
Shreeram Vidyalaya
Airoli, Navi Mumbai01.2006
Skills
- Project & Operations Management
- Project Management
- Agile Methodologies & Scrum Framework
- KPI & SLA Management
- Balanced Scorecard
- Risk Management
- Audit & Compliance Leadership & Team Development
- Team Handling
- Training & Development
- Performance Appraisals
- Goal-Oriented Leadership
- Time Management
- Team Player Customer Experience & Relationship Management
- Customer Satisfaction & Experience Management
- Escalation Handling
- Client Relationship Building
- Customer Survey Evaluation
- Call Handling Communication & Interpersonal Skills
- Effective Communication
- Presentation Skills
- Relationship Building Analytical & Problem-Solving Abilities
- Analytical Thinking
- Quantitative Analysis
- Attention to Detail
- Problem Solving Innovation & Strategic Thinking
- Innovation & Creativity
- Business Development
- Strategic Planning Commercial & Financial Operations
- Pricing Strategy
- Billing & Invoicing
- Credit Control Process Improvement & Quality Assurance
- Process Optimization
- Quality Monitoring
- Continuous Improvement Initiatives
Accomplishments
- Awarded as the best performer (Quality) for Q1 2017
- Received 3 written appreciations from customers in Q2 2017
- Received 2 on call appreciations for Q3 2017
- Awarded as Star of the quarter for Q1 2019
- Awarded as Star of the quarter for Q2 2020
- Awarded as the Star Performer of The Quarter for Q1 2021
- Received written appreciation from onshore colleagues in Q2 2021
- Received 2 on-call appreciations from Wells Fargo client for Q2 2022
- Awarded as the Star Performer of The Quarter for Q3 2022
- Awarded as the Star Performer of The Quarter for Q2 & Q3 2023
- Awarded as the Star Performer of The Year 2023
- Awarded as the Star Performer of The Year 2024
Languages
- English
- Hindi
- Marathi
Hobbies and Interests
- Watching Movies
- Listening Music
- Working Out in the gym
Projects
Export Management of IDT Clothing Pvt. Ltd., To know the role played by the export manager in an organization., To find out the difference between the bookish knowledge of exports and exports carried out practically., To know how the export of products takes place from the organization.
Personal Information
- Date of Birth: 10/19/89
- Gender: Male
- Nationality: Indian
- Marital Status: Unmarried
Languages
English
First Language
Hindi
Advanced (C1)
C1
Marathi
Advanced (C1)
C1
Timeline
Project Lead - Translations - Operations
thebigword
01.2021 - Current
Process Leader Quality & Operations (Telecom, Logistics & Retail)
CAPITA INDIA PVT. LTD.
06.2016 - 01.2021
Senior Process Executive – Staples, Inc.
INFOSYS LTD.
11.2015 - 05.2016
BMS - Marketing
Mumbai University
HSC -
Mumbai University
SSC -
Shreeram Vidyalaya
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