Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
MOHIT MAHESH LOKHANDE

MOHIT MAHESH LOKHANDE

Summary

Seeking assignments in Operations /Software Development Life Cycle/ Service delivery/ Customer Service /Contact Centre /Service Marketing / Transitions /Project Management

Overview

22
22
years of professional experience
6
6
Certifications

Work History

Project Manager/Scrum Master

Trantor
10.2021 - Current
  • Responsible for E2E Software development project delivery
  • Guide and coach, the Scrum Team to deliver high quality products and services to customers
  • Planning & executing the Project
  • Facilitate and support all scrum events: Sprint Planning, Daily Scrum, Sprint Review, and Sprint Retrospective
  • Assign tickets from Jira
  • Work with Product Owner to understand, organize and prioritize the product back log
  • Identify and remove impediments (risks and issues) impacting release
  • Communicate progress as required (weekly / monthly status reporting), raising risks and issues to Product Owner and other key stakeholders
  • Facilitate technical discussions with Architects and Developers to resolve technical challenges the team encounters
  • Coordinate UAT testing with end users
  • Responsible for all coordination (CAB /Devops ticket & Sheet) preparation for Production release
  • Projects handled:
  • Project1: Software application for General Counsel – Python/React JS
  • Project2: Environment setup, Customer Success Project, Collections – Sales Force/Java/React JS

Sr. Manager Service Delivery, Project Lead

Tata Communications Transformations Services Limited
Pune
08.2019 - 01.2021
  • Heading PAN India CDC team with a total team strength of 80 people
  • CDC concept was 1st time introduced by TTL Service Delivery Team where all the process of Order Entry, Order Translation, Last mile & Provisioning- Testing of products like ILL, MPLS, NPLS & DLC was done from one place in Pune
  • Project Lead for E2E delivery of Data & Voice products for Enterprise customers
  • Operations Management: Oversee the overall operations scope of the projects, including resource allocation, budget management, risk assessment, and mitigation planning
  • Ensure the smooth functioning of project teams and address any operational challenges that arise
  • Lead and manage multiple client projects simultaneously, ensuring project objectives, scope, and timelines are clearly defined and effectively communicated to all stakeholders
  • Responsible for daily meeting with the team to track the performance based on the project plan
  • Engage and maintain relationships with internal and external stakeholders, including clients, POs, development teams, and senior management
  • Provide regular updates on project progress, risks, and opportunities
  • Special Achievements: -
  • Profit margins kept consistently at 35 % & successfully migrated setup from 22 cities to Pune
  • Conferred with the following awards/ recognitions: -
  • Xtra Mile Award for Nov 2019 for successfully rolling out CDC from the India Delivery Head
  • Appreciation for May 2020 for Excellent People Management skills by client
  • Automation & Process Change
  • Introduced V-Master inhouse tool and got the entire process from excel sheet to CRM
  • This helped bill additionally to the client & also helped on increasing the productivity & reduction of manual errors
  • Active participation in SFDC designing flow done by the client
  • Profile: Contact Center Head – Enterprise Business
  • Heading two hubs Pune & Noida with a total team strength of 180 people
  • Pune team is majorly into attending the technical request received from the customers for products like ILL, MPLS, NPLS, ILL & DLC across the globe
  • Responsible for SLA, people management etc
  • Special Achievements: -
  • Successful Recruitment, Training & Transition of Data helpdesk done from Delhi to TCTS Pune
  • Ensured SLA of 90 % for calls & 95 % for emails are met within the Beta period of transition
  • Appreciated by the VP for achieving the FTR targets in 1st month, - Incident Management & Customer Life Cycle Management – Noida
  • Noida team handles all the semi tech & non tech request received from the customer
  • Automation & Process Change
  • With the help of BI team Introduced first level trouble shooting CRM which gave access of the network status of customer
  • With this we were able to check the active/inactive status on switch on real time basis which helped reduced the complaints & also reduced the TAT
  • Introduced in-house tool to help automate the manual documentation process, this reduced manual error done by agents when capturing data & also help derive multiple reports to understand customer behavior
  • Multitasking & Process mergers done to help ensure productivity increases.

IDEA Cellular Ltd
Mumbai
08.2008 - 02.2016
  • Outbound Sales & CLCM Operations Head for West HUB
  • (600 FTE project) India's leading private sector provider of GSM telecommunications services
  • The Career Path in Idea Cellular
  • Joined as the outbound & communication Spoc for Mumbai circle in 2008
  • Incharge for Back office (Incident Management) & RHD/DHD in

Relationship Manager

West HUB
01.2012 - 01.2016
  • Conferred with the following awards/ recognitions:
  • Excellence Award for Oct 2008 for successfully rolling out the outbound call center
  • Excellence Award for Jan 2009 for launch of CIVR & increase in sales thru IVR
  • Excellence Award for Feb 2010 for achieving 1cr revenue thru upselling
  • Yellow belt project shortlisted for national competition
  • Excellence Award for June 2015 for successful transition
  • Automation & Process Improvement
  • Launched static ivr along with marketing team which helped increase the VAS revenue & reduced the acquisition cost
  • Network cell site down information was added on the IVR which helped reduction of network complaints & flow at call center.

01.2010 - 01.2011

Operations Head

Andromeda BPO
02.2007 - 03.2008
  • Contact Center& Back office – TTL (800 FTE project (1300 agents)
  • Achievements:
  • Successfully migrated the Mumbai circle inbound call center in Pune
  • Seat ramp up done from 245 to 550 seats with in 1 year
  • Appreciated by the director for ensuring 100% process compliance for the external E&Y audit.

Asst Manager

Reliance infocomm Ltd Maharashtra
05.2004 - 01.2007
  • After Sales support Head
  • After Sales Support – MAHARASHTRA & GOA STATE
  • Backend Support for MACD & R-connect, Incharge for outbound operations
  • (150 FTE – 200 Agents)
  • Achievements:
  • 7 new ASC’s & 18 new ASP’s started
  • Appreciated by all the handset vendors for customer coordination
  • Conducted 60 service camps across the circle
  • Headed the Mission Recovery Project on circle level for payment defaulters
  • 100 % Contact achieved for postpaid customers leading to increase in Csat.

Shift Incharge

Idea Cellular Ltd, Goa
06.2001 - 05.2004
  • Inbound call center
  • Back office exec & inbound call center exec.

Education

Diploma in Computer Application -

CDAC

Bachelor - Science - Physics

Periyar University

Master - Business Administration

MBA - Marketing

Assam Downtown University

Skills

Project Management

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Certification

ITIL certified – foundation – AXELOS

Timeline

Project Manager/Scrum Master

Trantor
10.2021 - Current

Sr. Manager Service Delivery, Project Lead

Tata Communications Transformations Services Limited
08.2019 - 01.2021

Relationship Manager

West HUB
01.2012 - 01.2016

01.2010 - 01.2011

IDEA Cellular Ltd
08.2008 - 02.2016

Operations Head

Andromeda BPO
02.2007 - 03.2008

Asst Manager

Reliance infocomm Ltd Maharashtra
05.2004 - 01.2007

Shift Incharge

Idea Cellular Ltd, Goa
06.2001 - 05.2004

Diploma in Computer Application -

CDAC

Bachelor - Science - Physics

Periyar University

Master - Business Administration

MBA - Marketing

Assam Downtown University

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MOHIT MAHESH LOKHANDE