Bass Player for a Rock Band 'Sonority'
Omkar Sujir
Change Manager
Mumbai
Summary
Experienced Change & Implementation Manager with over 17 years of experience in the Telecom Industry. Excellent reputation for resolving problems, managing customer journey designs, project & change management, process re-engineering and improving customer satisfaction. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Consultant to a Mobile Network Giant (Three UK) in the current role supporting them with Digital and Business transformation program.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Change Manager
Tech Mahindra Business Services Ltd
Mumbai
10.2018 - Current
- Developed solutions to address complex issues and operational gaps.
- Created methods to integrate functions, optimize processes and prepare staff through proactive training.
- Detected workforce collaboration use cases and problems from employees and business partners through interviews, focus groups and surveys.
- Managed internal and external client-facing relationships through transitional periods.
- Introduced new customer journeys, bridged process gaps and recommended self serve journeys keeping customers at the heart of everything.
- Managed transformation of different skillsets within Operations of over 1000 employees with great results
- Partnered with business teams to understand needs and mitigate potential problems.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
Operations Team Leader
Tech Mahindra Business Services Ltd
Mumbai
01.2011 - 09.2018
- Increased overall efficiency and productivity of a team of 25 agents by revamping jobs, schedules and daily assignments.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Managed internal operational standards and productivity targets.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Assisted with improving revenue and customer numbers by overseeing implementation of diverse sales and service initiatives.
Customer Relations Advisor
Tech Mahindra Business Services Ltd
Mumbai
10.2006 - 01.2011
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Participated in activities designed to improve customer satisfaction and business performance.
- Conducted research, identified solutions and responded to customers within outlined service level agreements.
- Consistently over achieved operational targets and achieved 4 or 5 Performance Annual rating.
Associate
Ocwen Financial Services Ltd
Mumbai
07.2004 - 12.2006
- Analyzed customer data to identify trends and anticipate customer needs.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Managed customer relations through communication and helpful interactions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Customer Service Representative
Sutherland Services
Mumbai
01.2006 - 10.2006
- Provided primary technical customer support to customers - Dell On Call
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Bachelor of Science - Physics
University of Mumbai
Mumbai, India 04.2000 - 04.2004
Skills
Problem-Solving
Accomplishments
- Collaborated with team of 6 people from different Support functions as a part of Apple Project in 2011. Traveled to UK to gain Apple knowledge and was successful in training & setting up Apple customer services within the organization with great results.
- Received 'Ace the Race' award for H1 2019 and H1 2021 for exceptional performance in process and change management.
- Received 'Aces' award for helping the Contact center to improve efficiencies and reduce Compliance errors in 2022.
- Received 'Shark Tank' award in 2023 for presenting the best FCR solution within the Contact Center to the UK Clients.
- Managed the transformation of the different skillsets within Operations with great results in 2023.
Certification
Change Management for Organizations
Interests
Playing Table Tennis
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
You only have to do a few things right in your life so long as you don’t do too many things wrong.
Warren Buffett
Timeline
Process flowcharts, Mapping & Visio
04-2021
Change Management for Organizations
06-2019
Change Manager
Tech Mahindra Business Services Ltd
10.2018 - Current
Advanced Excel Formula & Functions
06-2016
Operations Team Leader
Tech Mahindra Business Services Ltd
01.2011 - 09.2018
Customer Relations Advisor
Tech Mahindra Business Services Ltd
10.2006 - 01.2011
Customer Service Representative
Sutherland Services
01.2006 - 10.2006
Associate
Ocwen Financial Services Ltd
07.2004 - 12.2006
Bachelor of Science - Physics
University of Mumbai
04.2000 - 04.2004
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