Shailesh Rananaware
Pune
Summary
Accomplished Manager at Avaya India Pvt. Ltd., I excel in streamlining operations and enhancing data integrity across global platforms. With a knack for leading diverse teams and driving process improvements, my expertise in SAP/Salesforce migrations and staff development has significantly boosted operational efficiency. Renowned for analytical prowess and effective mentoring, I embody leadership and innovation in every endeavor. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Strategic leader in management field known for high productivity and efficient task completion. Possess specialized skills in operational strategy, team leadership, and conflict resolution. Excel in communication, adaptability, and problem-solving to achieve organizational goals.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Manager – Global Customer Master Data Team
Avaya India Pvt. Ltd
04.2011 - Current
- Avaya, Inc. has optimized its operational processes as a prominent global provider of business communication and collaboration systems. The company delivers solutions both directly and through its channel partners to leading enterprises worldwide. Avaya specializes in call center technology, enterprise networking, and telephony.
- The role of Master Data Specialist entails the administration and maintenance of Avaya’s Master Data across all systems, including SAP, Salesforce, Siebel, and A1S, in accordance with established data management policies and procedures. The master data team aims to uphold and enhance the quality, integrity, and availability of master data. This team is also tasked with reviewing historical data and structures within the organization, harmonizing, deactivating, and eliminating unnecessary data files and elements.
- Responsibilities include the maintenance of Avaya's master data through additions, modifications, deletions, and archiving, ensuring data integrity, and global consistency. The specialist is expected to proactively identify opportunities for process improvements and assist end users of Siebel, UCM, CXP, and OneSource systems with data-related issues, adhering to the established issue management process
- Support for data management processes and project status reporting is also part of the role, which involves collecting, processing, and managing new vendor and customer applications, and directing them to the appropriate reviewers and approvers. The Master Data Specialist collaborates with Avaya process owners, data stewards, and on process improvement initiatives, data cleansing efforts, and the documentation of data management policies and procedures
- Additionally, the specialist provides support to all participants in the Data Management workflows, offers training, and addresses inquiries or issues related to Master Data. They prepare specific queries upon request, and contribute to global initiatives and projects involving data management and data conversion activities, ensuring compliance with defined Avaya work processes and procedures
- Lean Event: CMD Lean Initiative - Engaged actively in multiple process mapping activities related to Quote-to-Cash enhancements, where I contributed insights and feedback on various Customer Master Data processes.
- Data Transitions (SAP): Oversaw several data migration initiatives within the Customer Master Data team, collaborating with IT, Operations, Sales, and other departments. Participated in various transition activities concerning the migration, modification, and enhancement of Customer Master Data in both SAP and Salesforce
- Training: Facilitated a range of process-oriented training sessions for new employees, and organized regular briefings for team members regarding new projects, process modifications, and updates in SAP/Salesforce. Provided training for colleagues on various process improvements (SAP, Excel), and conducted sessions on macro creation and execution for both local and global teams. Led discussions on customer master data processes with cross-functional, global teams.
- Innovation: Created numerous macros by recording SAP Batch Data Communication (BDC) scripts using Excel VBA, effectively managing daily workloads and bulk data processing tasks through various macros, and optimal utilization of Excel features. Developed queries in the Salesforce tool to extract data reports in Excel format for enhanced efficiency. Collaborated closely with IT teams to establish daily transactions for mass data uploads in SAP, including creation, correction, and linking. Worked with the Salesforce team to design transactions and cases for efficiently closing bulk Sales Support Requests (SSR), following the completion of SSR data requests in SAP. Engaged proactively with the SAP IT developer team to improve SAP functionalities and implement necessary configuration changes resulting from updates in customer master data and its associated functions, including Order Teams, Collections, Sales, and Billing
- Recruited and selected qualified candidates to fill vacant positions
- Implemented quality control measures to maintain company standards.
- Implemented process improvements, resulting in an increase in operational efficiency.
- Monitored staff performance and addressed issues.
- Evaluated individual and team business performance and identified opportunities for improvement
- Coordinated cross-departmental projects to ensure timely and successful completion
- Enhanced team morale and retention through recognition programs and career development opportunities
- Delegated work to staff, setting priorities and goals
- Reviewed completed work to verify consistency, quality, and conformance
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
ASSOCIATE SUPPORT – Global Order Management Team/Contract Management
Avaya India Pvt. Ltd
03.2009 - 04.2011
- Responsible for the contracts, billing, and data input of their assigned region and/or business.
- Monitoring, maintaining, and updating customer inventory, processing orders, and finalizing invoices and credit memos.
- Analyzing contractual documents and assisting internal teams or external customers in resolving issues and/or errors.
- Process the order within the finance system according to audit standards.
- Capture customer information with respect to payment terms, and tax codes.
- Process the order within the finance system according to GAAP and audit standards.
- Be the primary point of reference for complete order documentation (contracts, shipping confirmations, key codes, payment information, etc.).
TEAM LEADER – Operations Support/MIS Data
Carlson Wagonlit Travels – CWT India Pvt. Ltd.
12.2007 - 02.2009
- Company Overview: It is a Corporate Travel Management Company handling travel requirements for Corporate Houses like INFOSYS, KANBAY, EMERSON, L N T, AVAYA, JOHNDEERE, SATYAM, KPIT, TACO and many more
- Induction training for new joiner’s on various Company process and procedures
- Conducting Trainings for low performing Travel Counselors and Team Leaders
- Giving feedback on Staff scorecard to Operation Head and BM
- Conducting refresher trainings for existing staff
- Preparation of various training and soft skill modules
- Creation of Process flow existing and new
- Implementation of All new processes
- Corporate Implant visit and discuss process issues if any
- Quality Check of Client and Traveler profiles created by Travel Counselors
- MIS report generation for Quality purpose of internal day to day activities
- Checking accuracy of MI data and give the inputs if necessary
- Ensuring 100% compliance of all the Back office and Implant Travel Counselors incase of using various Company scripts i.e
- Pro-Carlson script, Visa Tracker, Refund Processing tool etc
- Checking the Quality of Air bookings created by different Travel counselor’s on a daily basis, minimum 20 bookings in a day, if required correcting the errors
- Trouble shooting Travel counselors calls on various Booking, Fares, Ticketing related queries
- Monitoring and updation of Company and Traveler profiles created and stored on Amadeus GDS using Carlson Wagonlit developed software TPRO-Carlson
- Trouble shooting Scripts and software related problems, liaising with local and HO technical colleagues
- Coordinating MIS data requirements of Corporate with MIS executive and giving inputs if necessary
- Keeping a check on Billing invoicing and Credit notes are issued on a daily basis by the concerns
- Assisting if necessary
- Generating various reports for MIS purpose
- Trouble shooting Invoice discrepancies and escalating the same with HO Accounts personnel
- It is a Corporate Travel Management Company handling travel requirements for Corporate Houses like INFOSYS, KANBAY, EMERSON, L N T, AVAYA, JOHNDEERE, SATYAM, KPIT, TACO and many more
TRAINER
Amadeus India Pvt. Ltd.
10.2005 - 11.2007
- Coordinating and delivering training sessions for both internal staff and travel agency personnel in Pune and other cities across Maharashtra, including Nagpur, Aurangabad, Kolhapur, and Raipur
- Conducting a five-day basic training program, certified by Amadeus
- Facilitating a five-day BSP (Ticketing) training program, certified by Amadeus
- Providing Amadeus Fares Training, which encompasses IATA topics such as IATA Areas, Mileage Calculation and Fare, Routing-based fares, and IATA Geography
- Offering various product training sessions for internal and travel agency staff, including Value Pricer and Booking Builder
- Conducting training on various Amadeus topics, such as Hotel, Car, Insurance, and Customer Profile
- Providing training on Amadeus Customer Profile management
- Offering dedicated training on Amadeus soft skills.
- Creating training modules
- Compiling various ISO training reports
- Conducting regular training sessions for Sales and Customer Care staff on new products, enhancements, and performance goals
Help Desk Analyst
Amadeus India Pvt. Ltd.
09.2003 - 10.2005
- Addressing issues related to ticketing calls
- Responding to inquiries regarding fares
- Managing reservations and inquiries for air travel, hotels, and car rentals
- Handling queries related to visa and insurance reservations
- Providing technical assistance during the installation of Amadeus Vista, and managing troubleshooting calls in the absence of technical support
- Supporting the sales team during promotional activities, events, and seminars
- Compiling various ISO training reports related to ISO objectives
TRAVEL COUNSELOR
Global Travel Services
02.1994 - 09.2003
- Airfare, hotel, and car rental bookings, and inquiries.
- Proficiency in Global Distribution Systems, such as Amadeus, Galileo, and Abacus.
- Visa documentation and procedures.
- Insurance bookings and inquiries.
- Process local visa extensions through the Foreigners Regional Registration Office (F.R.O.).
- Process local visa registrations through the Foreigners Regional Registration Office (F.R.O.).
Education
A1 Deutsche Language -
Max Mueller Bhavan
01.2015
Bachelor of Arts -
Pune University
01.2008
Fares and Ticketing -
Air India Staff College
01.2001
H.N.C -
NIIT - Honors Diploma in Network Computing
01.1999
H.S.C -
Netaji Shubhash Chandra Bose School
01.1999
S.S.C -
Himgiri Vidayala School
01.1992
Skills
- Team leadership
- Staff Training and Development
- Operations management
- Staff management
- Coaching and mentoring
- Customer service administration
- Identification of staff and customer needs
- Staff motivation
- Equal opportunities (Diversity)
- Quality Assurance
- MIS management
- Cross-functional teamwork
Birthyear
1976
Personal Information
Marital Status: Married
References
Available on request.
Hobbies and Interests
- Sports
- Fitness
- I.T.
- Enviornment
Professional Development
Various internal courses: Priority / Time management, Customer relation, Work ethics, Stress management, Personality development, Leadership skills – All courses commensurate with areas of expertise / key skills.
Area Of Expertise
- Team leadership
- Staff Training and Development
- Customer service administration
- Identification of Staff and Customer needs
- Staff Motivation
- Equal ops. (Diversity)
- Quality Assurance
- MIS Management
Languages
Marathi
First Language
English
Proficient (C2)
C2
German
Beginner (A1)
A1
Certification
- A1 Deutsche Language
- Fares and Ticketing
- HNC - Honors Diploma in Network Computing
Accomplishments
- Awarded with Avaya’s Employee “Discretionary Investment Program”
- Avaya Client Services high levels of Performance and Commitment Award, “Avaya Touchstone "
- Avaya Accolades Award
- Circle of Excellence Innovation Award
- 3 Times Avaya Ovation Awards
Affiliations
- Engaged in a range of company-sponsored indoor and outdoor sports activities, including cricket, football, carom, and badminton
- Served as a member of the Avaya Sports Committee
- Active participant in a private cricket club and regularly competes in the Pune District Cricket Association's season ball tournaments
- Affiliated with the non-profit organization Mata Jijau Pratishthan, which focuses on various social initiatives in the areas of environment, education, health, and sports. The organization has received multiple accolades for its social contributions, including recognition from the Pune Municipal Corporation in the environment category for the planting and maintenance of over 5,000 trees in the Dhanori hill area
References
References available upon request.
Timeline
Manager – Global Customer Master Data Team
Avaya India Pvt. Ltd
04.2011 - Current
ASSOCIATE SUPPORT – Global Order Management Team/Contract Management
Avaya India Pvt. Ltd
03.2009 - 04.2011
TEAM LEADER – Operations Support/MIS Data
Carlson Wagonlit Travels – CWT India Pvt. Ltd.
12.2007 - 02.2009
TRAINER
Amadeus India Pvt. Ltd.
10.2005 - 11.2007
Help Desk Analyst
Amadeus India Pvt. Ltd.
09.2003 - 10.2005
TRAVEL COUNSELOR
Global Travel Services
02.1994 - 09.2003
A1 Deutsche Language -
Max Mueller Bhavan
Bachelor of Arts -
Pune University
Fares and Ticketing -
Air India Staff College
H.N.C -
NIIT - Honors Diploma in Network Computing
H.S.C -
Netaji Shubhash Chandra Bose School
S.S.C -
Himgiri Vidayala School
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