Nitin Bagade
Client Success Manager
Pune,MH
Summary
Experienced in Customer Success and IT Project Management with over 16 + years of expertise in managing client implementations and nurturing customer relationships. Demonstrated track record in leading teams to success through efficiency initiatives, new technology adoption, and prioritizing customer satisfaction.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Sr. Manager Client Implementations
Fiserv India Pvt Ltd
Pune
6 2007 - 11.2023
- Managed Team working on different projects for Business banking, eCommerce, product implementations (SaaS) and Customer Service Operations.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Implemented Automation via Blue Prism in projects for efficiency improvement and FTE savings.
- Implemented Quality and Efficiency initiatives, e.g., Six Sigma projects, CMMi, and LEAN.
Sr. Business Associate
Intelenet Global Services
Mumbai
06.2004 - 02.2007
- Handling escalations, ensuring customer satisfaction, and guiding those handling critical calls with appropriate process knowledge.
- Develop and implement the action plans to drive Quality, reduce AHT and lower absenteeism to achieve desired performance level in the team
- Provided exceptional customer service to strengthen client relationships, resulting in repeat business and valuable referrals.
- Set team objectives, monitored progress and coached individual members to increase performance.
Business Associate
Wipro Spectramind Pvt LTD
9 2002 - 5 2004
- Providing assistance on customer care (Inbound calls US).
- Provided exceptional customer service, leading to high levels of satisfaction and repeat business opportunities.
Education
Post Graduation - Masters in Personal Management and Industrial Relations
Institute of Management & Entrepreneur Development
Pune, India 04.2000 - 01.2002
Graduation - Bachelor of Commerce
M.B College of Arts And Commerce
04.1997 - 01.2000
Skills
IT Project Management
Product Implementations
Customer Relationship Management
Service Desk Management
Incident Management
Customer Account Management
Customer Retention
Client Relations
Strategic Planning
Data-driven decision-making
CRM proficiency
Personal Information
- Date of Birth: 05/17/79
- Marital Status: Married
Languages
English
Hindi
Marathi
Training
- ITIL V3 Foundation
- ITIL Intermediate: Service Strategy (SS)
- ITIL Intermediate: Service Design (SD)
- ITIL Intermediate: Service Transition (ST)
- ITIL Intermediate: Service Operation (SO)
- ITIL Intermediate: Continual Service Improvement (CSI)
- MCSA
- Project Management Workshop Completed
- Salesforce Administration Certification Course Completed
- Blue Prism Foundation Course
- Solarwinds-Security Information Management
- Ncentral
- ManageEngine Log360
Certification
ITIL v3
Timeline
Sr. Business Associate
Intelenet Global Services
06.2004 - 02.2007
Post Graduation - Masters in Personal Management and Industrial Relations
Institute of Management & Entrepreneur Development
04.2000 - 01.2002
Graduation - Bachelor of Commerce
M.B College of Arts And Commerce
04.1997 - 01.2000
Sr. Manager Client Implementations
Fiserv India Pvt Ltd
6 2007 - 11.2023
Business Associate
Wipro Spectramind Pvt LTD
9 2002 - 5 2004
Accomplishments
- Resolved product issue through consumer testing.
- Achieved 100% productivity by introducing BluePrism automation for repetitive tasks.
- Collaborated with team of 25 FTE's in the development of eCommerce implementations
- Achieved 80+ product implementations monthly through effectively helping with project execution and support during pre and post implementations .
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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