SOURABH RAHANGDALE
Operation Manager
Pune
Summary
Highly capable Manager with over 10+ years' experience managing customer experiences and overseeing complex installation projects with excellent customer feedback. As a customer Success Manager, I have strong critical thinking skills with ability leading troubleshooting efforts in complex products and services like Mobile, and Broadband product. Having a comprehensive experience in service delivery and customer success with fine-tuned communication skills; adept at comprehending customer needs by analyzing situations from various perspectives, translating complex ideas into actionable outcomes, and tailoring workable solutions.
Overview
11
11
years of professional experience
1
1
Certification
Work History
ASSISTANT MANAGER TEAM LEADER - CUSTOMER SUCCESS
Vodafone Intelligent Solutions (Ireland process)
Ahmedabad
2019.10 - Current
- Demonstrating a good understanding of established policies and procedures enabling the provision of exceptional Client service
- Supplying expert technical guidance from starting phase to go live and getting services implemented
- Updated the decision tree flow to reduce the rejection of customer request from backend
- Achieved appreciation and Extra Mile award from Stake holders Business head Ireland for achieving great customer effort score on all the transactions
- Worked closely with stake holders within each customer account to find their workflow process and business challenges to create business requirement document and project plan with goal of successful implementation of VOIS products
- Introducing new products as and their benefits while managing client and fulfilling their needs being primary point of contact
- Sharing best practices in the organization to achieve best results
- End to end implementation delivery
- Leading a team of 23 analysts, managing KPIS, sharing feedback, coaching, and engaging with them to understand the needs of our customers/clients
- Implemented new procedures or systems to improve efficiency within the organization.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Collaborated with management on developing strategic plans for achieving business goals.
- Manage and implement high volume portfolio for business clients
- Managing upselling and renewal for business and consumer accounts
- Providing on call and email aid with technical troubleshooting steps for complex queries on business and consumer accounts
- Supplying alternate solutions to implement new plan for Clients that suits that business requirement and doing a follow up call monthly for smooth process
- Extensive technical account management
- Supplying training to the team for modern technology and process
- Leading monthly and weekly business review.
SENIOR ANALYST - CUSTOMER PORTING
Vodafone Intelligent Solutions (UK process)
Ahmedabad
2014.10 - 2019.09
- Share best practices through product and business consulting based on their domain or product
- Making sure 100% quality standards are adhered on each transaction and customer delivery with standard delivery methods, validations, and client acceptance
- Transitioned new process and trained team of 17 FTEs on the process
- Transferred knowledge to RPA engineers for process automation
- Delivering FCR and sharing process improvement ideas
- Supplying real time floor support to new batches
- Maintain business relationships with accounts and develop new opportunities
- Ensure execution of the developed sales strategies, aims, goals, and targeted revenue generation
- Manage key or specific customer accounts
- Collaborating with internal teams with collaborative approach to deliver the project on prompt manner
- Participating in project planning activities for consumer and Business portfolios
- Resolving care and technical queries related to Office, Home Broadband and TV plans through call email and chat
- Creating business documents including all requirement and prepare training document for customer services team
- Deliver projects in agreed timelines.
- Analyzed data from various sources to identify trends and patterns.
- Drafted documents that outlined processes, procedures, and best practices related to analytics projects.
- Identified areas for improvement within existing systems through use of descriptive statistics or predictive modeling techniques.
- Led meetings with stakeholders to discuss objectives, strategies, timelines, budgets.
SENIOR CUSTOMER SERVICE ADVISOR- ESCALATION DESK
SERCO Pune
Pune
2013.06 - 2014.08
- Managing and supporting Relationship Managers
- Bulk credit vetting for corporate customers
- Aligning with network team and sharing the customer feedbacks related to network.
- Provided high level customer service to clients, resolving their queries and complaints in a timely manner.
- Maintained detailed records of customer interactions and transactions.
- Coordinated with other departments to resolve escalated issues or complaints from customers.
Education
Master of Computer Applications - Computer Application
Bharati Vidyapeeth Pune
Pune2011-06
Bachelor of Science - Computer Science
Pt. Ravishankar Shukla University
Raipur2008-06
Skills
- Performance Management
- Business Improvement
- Client Relationship
- Customer Experience
- Project Management
- Engagement
- People Management
- Process Optimization
- Leadership
- Process Transition
- Email Etiquette
- Task Delegation
Domain Expertise
- SharePoint
- Citrix
- CRM, Siebel
- Verint
- Time Doctor
Certification
- Power BI Essential Training (LinkedIn)
- Securing Software as a Service (LinkedIn)
Timeline
ASSISTANT MANAGER TEAM LEADER - CUSTOMER SUCCESS
Vodafone Intelligent Solutions (Ireland process)
2019.10 - Current
SENIOR ANALYST - CUSTOMER PORTING
Vodafone Intelligent Solutions (UK process)
2014.10 - 2019.09
SENIOR CUSTOMER SERVICE ADVISOR- ESCALATION DESK
SERCO Pune
2013.06 - 2014.08
Master of Computer Applications - Computer Application
Bharati Vidyapeeth Pune
Bachelor of Science - Computer Science
Pt. Ravishankar Shukla University
- Power BI Essential Training (LinkedIn)
- Securing Software as a Service (LinkedIn)
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