Swapnil Nalawade
Program Manager
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 10 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
3
3
year of post-secondary education
2
2
Certificates
Work History
Customer Excellence Program Specialist
Avalara Technologies Private Limited
Pune
08.2021 - Current
- Cross functional incident management, Quality program, Define and develop processes, Project management
- Ownership of Cross functional incident and driving, collaborating, and taking care of external and internal stakeholder communication
- Help leadership team using critical thinking to break down problems, best practices on daily basis for data driven decision making
- Collaborating and engaging with various team i.e Compliance, Development, Engineering, Sales, Support, Leadership to effectively resolve escalated incidents
- RCAPA review, and maintaining internal talking points for customer facing teams
- Interpret data, analyses results using statistical techniques and provide reports
- Prepare and deliver reports to executive leadership that effectively communicate trends, patterns and highlight relevant risks using data
- Perform cross system data validation to troubleshoot and investigate potential data inconsistencies
- Create and maintain issue logs, meeting minutes, meeting schedules, project summaries and updates.
Customer Licensing Specialist
Veritas Technologies LLC
Pune
11.2017 - 08.2021
- Adaptable and proficient in learning new concepts quickly and efficiently
- License related queries, license generation and installation and Product download along with Portal queries for All region
- Proved successful working within tight deadlines and fast-paced environment
- Support portal registration and Portal Administration assistance
- Product download and license generation from support portal
- Providing GO LIVE experience to new users of platform
- Assisting customers via phone, cases, and chat
- Positively contributing to team goals on SLA, QA scores
- Onboarding new joiners and proving mentoring sessions while on OJT
- Capturing customer feedback and sharing pivotal information with development and product team
- Software installation, License installation and troubleshooting
- Educating customers on ease of usage of software.
Associate Group leader
IT Cube Pvt. Ltd
Pune
12.2013 - 08.2017
- Responsible for delivering workload and maintaining call quality
- Managing team of 10 members in driving departmental goals
- Gained strong leadership skills by managing projects from start to finish
- Provided professional services and support in dynamic work environment
- Creating numerous dashboard and reports based on management requirements
- Monitoring SLAs and ensuring that work is completed on time
- Attending Weekly and Monthly call with customer for process review
- Taking weekly Error sessions for team
- Conducting Training for new joiner.
Education
BBA -
Savitribai Phule Pune University
04.2019 - 05.2020
Skills
Microsoft Office (Word, Excel, Outlook, PowerPoint, One Note)
Oracle R12, Tableau
Salesforce, Power BI, Snowflake
Proactive mindset, Strategic planning
Flexible and Adaptable, Decision-Making, Multitasking Abilities
Certification
Certified ScrumMaster (CSM)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Beginning of Project Management
08-2023
Certified ScrumMaster (CSM)
04-2023
Customer Excellence Program Specialist
Avalara Technologies Private Limited
08.2021 - Current
BBA -
Savitribai Phule Pune University
04.2019 - 05.2020
Customer Licensing Specialist
Veritas Technologies LLC
11.2017 - 08.2021
Associate Group leader
IT Cube Pvt. Ltd
12.2013 - 08.2017