Nilesh Mundada
Team Lead
Pune,India
Summary
Summary:
Organized Team Leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
1
1
Certification
8
8
years of post-secondary education
7
7
years of professional experience
Work History
Team Lead
CloudMoyo
Pune, Maharashtra
04.2016 - Current
- Handling the team and Preparing the schedule of Availability of Employees to cover 24*7 support.
- Established a Multi-product, Multi- customer team to ensure end to end Support for the products and customers in 24*7 environment.
- Working as a bridge between the Management and Team and improvising on the timely suggestion shared by Management and training the team for the same.
- Increased Process Discipline and Process Improvement.
- Handling the Post Go live requirement changes by end-to-end completion and customer satisfaction.
- Responsible for setting up the calls/discussions with the customer for any new requirements and understanding those for implementation.
- Handling the escalations from customer and internal grievances.
- Handling the customer by providing effective and Sustainable workarounds on the priority issues.
- Preparing the monthly reports and presenting the same to customers.
- Preparing the plans for Additional support and other required activities and executing them effectively.
- Taking feedback from the teams on analysis, understanding and knowledge of products and helping them with the challenges faced by providing/arranging trainings in coordination with different teams.
- Responsible for time management and utilization of team for effective and timely customer support.
- Designed strategic plan for component development practices to support future projects.
- Reviewed project specifications and drawings prior to assembling complex components to better understand assignments and expected deadlines.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Business Operations Manager
JV Technologies Pune
Pune, Maharashtra
09.2015 - 04.2016
- Maintaining vendors and client’s requirements to build up healthy relationship for achieving long term organizational goals.
- Maintaining records and documentations of all important meetings and requirements of prospective clients.
- Constantly improvise and manage streamlined process which will facilitate efficiency and high productivity in delivering on programs/projects SLA commitments.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Devised strategies to boost customer sales and drive referrals due to excellent service resulting in new customer relationships.
- Oversaw day-to-day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers.
- Planned and executed sales to move unwanted, discontinued, damaged or defective merchandise resulting in 30 % increase in store revenues and capital loss reduction.
Associate Consultant
CloudMoyo
Pune, Maharashtra
04.2015 - 08.2015
- Consult and assist with business application troubleshooting & support.
- Understanding Client's requirement for Business Support, Analyzing Business issues received from Clients.
- Interacting with Clients to solve their business issues, while ensuring to provide satisfactory resolution.
- Follow up with Clients regarding business issues resolution to customer satisfaction, while maintain high standard and quality in service delivered to requester.
- Closing business requests and generating necessary reports on customer satisfaction.
- Broadened improvement initiatives, troubleshooting problems for corrective action.
- Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
Associate Consultant
Icertis
Pune, Maharashtra
06.2014 - 03.2015
- Consult and assist with business application troubleshooting & support.
- Understanding Client's requirement for Business Support, Analyzing Business issues received from Clients.
- Interacting with Clients to solve their business issues, while ensuring to provide satisfactory resolution.
- Follow up with Clients regarding business issues resolution to customer satisfaction, while maintain high standard and quality in service delivered to requester.
- Closing business requests and generating necessary reports on customer satisfaction.
Management Intern
TATA TELESERVICES LTD
Pune, Maharashtra
05.2013 - 07.2013
- Working directly with Customer Relationship Team to do survey on user satisfaction on Products and Services provided by Tata Teleservices.
- Survey includes:.
- Taking feedback from existing customers using door to door approach.
- Preparing reports of feedbacks.
- Presenting feedbacks to Reporting Manager.
- Presenting statistical data of research to Management.
- Prepared Excel spreadsheets with data used to create visuals such as graphs.
- Contributed to marketing campaigns by compiling market research and providing insights.
Education
MBA - Operations Management
Shree Chanakya Education Society's Indira Global Business School
Pune 07.2012 - 06.2014
Bachelor of Engineering (BE) - Electronic and Tele-Communications Engineering
JSPM's Rajarshi Shahu College of Engineering
Pune 07.2005 - 06.2011
Skills
Team Management
Highly reliable
Microsoft Office
Training & Development
Relationship-Building
Customer service
Highly motivated
Certification
Lean Six Sigma Green Belt Certification - Anexas Europe
Timeline
Team Lead
CloudMoyo
04.2016 - Current
Business Operations Manager
JV Technologies Pune
09.2015 - 04.2016
Associate Consultant
CloudMoyo
04.2015 - 08.2015
Associate Consultant
Icertis
06.2014 - 03.2015
Management Intern
TATA TELESERVICES LTD
05.2013 - 07.2013
MBA - Operations Management
Shree Chanakya Education Society's Indira Global Business School
07.2012 - 06.2014
Bachelor of Engineering (BE) - Electronic and Tele-Communications Engineering
JSPM's Rajarshi Shahu College of Engineering
07.2005 - 06.2011