Summary
Overview
Work History
Education
Skills
Certification
Timeline
BusinessAnalyst
Nilesh Mundada

Nilesh Mundada

Pune

Summary

Exceptional Customer Support Manager understanding how to motivate plan track and monitor achievement of operational goals. Skilled in Customer Relationship Management (CRM), Requirement Analysis & Team Management. Possesses seasoned abilities with identification of operational issues and the methods to address them. Brings a Master's degree in Business Management along with 11+ years of experience including 5+ years in team handling and resource planning.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Support Manager

CloudMoyo
04.2016 - Current
  • 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.
  • Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
  • Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
  • Generated status and performance reports to facilitate continuous improvement.
  • Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
  • Implemented process improvements to automate document management systems, call logs, and invoicing data to enhance department efficiency.
  • Created customer support strategies to increase customer retention.
  • Monitored employee performance to identify areas for improvement and additional training needs.
  • Assessed reports, monitored calls and analyzed vendor relationships to identify process improvement opportunities.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Maximized productivity by supervising, mentoring and scheduling team of customer support personnel to meet organizational and operational objectives.
  • Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
  • Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
  • Conducted progress and development meetings with support staff to enforce updates to company goals and policies.
  • Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
  • Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
  • Directed intelligence gathered from customer support channels to product and data science teams to improve products and user experience.
  • Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
  • Analyzed product information to verify accuracy and drive corrective actions to closure.
  • Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
  • Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
  • Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
  • Handling the team and preparing the schedule of Availability of Employees to cover 24*7 support.
  • Preparing a Multi-product, multi-customer team to ensure end to end Support for the products and customers in 24*7 environment.
  • Adhering to ITIL Process and taking forward the same within the teams.
  • 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.
  • Responsible for time management and utilization of team for effective and timely customer support.
  • Completed complex project management tasks on time and under budget to meet department goals.

Business Operations Manager

JV Technologies Pune
09.2015 - 04.2016
  • Maintaining vendors and client’s requirements to build up a healthy relationship for achieving long term organizational goals.
  • Maintaining records and documentations of all important meetings and requirements of the prospective clients.
  • Constantly improvise and manage a streamlined process which will facilitate efficiency and high productivity in delivering on programs/projects SLA commitments.
  • Oversaw day-to-day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.

Associate Consultant

CloudMoyo
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 the Clients regarding business issues resolution to customer satisfaction, while maintain high standard and quality in service delivered to the requester.
  • Closing business requests and generating necessary reports on customer satisfaction.

Associate Consultant

Icertis
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 the Clients regarding business issues resolution to customer satisfaction, while maintain high standard and quality in service delivered to the requester.
  • Closing business requests and generating necessary reports on customer satisfaction.

Management Intern

TATA TELESERVICES LTD.
05.2013 - 07.2013
  • Working directly with the Customer Relationship Team to do a survey on the user satisfaction on the Products and Services provided by Tata Teleservices.
  • Survey includes:
  • Taking feedback from the existing customers using door to door approach.
  • Preparing the reports of the feedbacks.
  • Presenting the feedbacks to the Reporting Manager.
  • Presenting the statistical data of the research to the Management.

Education

MBA - Operations Management

Shree Chanakya Education Society's Indira Global Business School
Pune, India
01.2014

Bachelor of Engineering (BE) - Electronic and Tele-Communications Engineering

JSPM's Rajarshi Shahu College of Engineering
Pune
01.2011

Skills

  • Customer Relationship Management (CRM)
  • Team Management
  • Requirements Analysis
  • Product Management
  • Gap Analysis
  • Software Development Life Cycle (SDLC)
  • ITIL Process
  • Lean Six Sigma
  • Scrum
  • Business Process Improvement
  • Account management
  • Deliverables coordination
  • SLA management
  • Training and coaching
  • Inter-department collaboration
  • Training and mentoring

Certification

Lean Six Sigma Green Belt Certification, Anexas Europe

Timeline

Customer Support Manager

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

Bachelor of Engineering (BE) - Electronic and Tele-Communications Engineering

JSPM's Rajarshi Shahu College of Engineering

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