Vikrant Naik
Pune
Summary
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Group Customer Support Manager
Wabtec UK
Burton on Trent
01.2020 - Current
- Led Customer Support Team to enhance strategic pricing, value propositions, and cash collection.
- Developed and implemented customer experience digitalization aligned with Wabtec’s strategy to optimize satisfaction and increase sales margins.
- Deployed and managed pricing tools to streamline pricing processes.
- Successfully onboarded top 10 customers onto pricelists and framework agreements for sustained business commitments.
- Formulated, executed, and managed strategic pricing strategies compliant with corporate mandates to establish price lists and agreements.
- Created material catalogues and compelling material value propositions to facilitate transactions and improve sales margins.
- Prepared and presented performance reports on team operations and customer satisfaction to senior leadership.
- Conducted interviews and developed role-specific questionnaires to identify suitable candidates.
Business Analyst
Wabtec Faiveley UK
Loughborough
01.2020 - 06.2022
- Supported business development initiatives to align with Wabtec’s strategic growth objectives.
- Estimated costs for traction and rolling stock spares, overhauls, and repairs.
- Managed tendering processes in Salesforce CRM, enhancing operational efficiency.
- Conducted lean process mapping to streamline aftermarket Spares and Trading operations.
Business Development Analyst Intern
Wabtec Faiveley UK
Loughborough
08.2018 - 12.2019
- Estimated costs and pricing for Flex Spares and Exam materials contract for Flex TOCs.
- Conducted process mapping and gap analysis of departmental procedures using Microsoft Visio and Excel.
- Managed supply chain operations, including supplier onboarding, negotiation, materials planning, and inventory management.
- Generated KPI reports to track Customer On Time Delivery (COTD).
Firmware Engineer / Researcher (Part time)
T4i Engineering
Loughborough
04.2018 - 07.2018
- Data analysis for the detection of various elements from lookup tables using MS Access, Java and Apache commons API for easy interpretation of raw csv data.
- Focus on the development of firmware (running on T4i DOVERTM internal circuit boards) using embedded C-programming that will realize the control of specific sensors/components integrated in T4i DOVERTM, while acquiring and storing data generated by these sensors.
- Learnt new programming language– Embedded C within 2 weeks as per the requirement at work.
Assistant Manager and Web Developer
SURABHI DISTRIBUTORS
Pune
01.2015 - 09.2017
- Daily record keeping and accounting.
- Website upgradation, content management, digital marketing.
- Reports generation via Excel.
- Resolve staff issues and incentivize them.
- Slashed administration costs 30% by streamlining the staff training on Tally and MS Office tools for accounting, management, payroll and day to day activities resulting in reducing the daily clerical hours from 8 to just 3 hours.
Technical Analyst / WebSphere Portal Developer
DTE ENERGY
Detroit
08.2013 - 12.2014
- Design, develop and maintain existing secured high traffic web applications on the WebSphere 7.0 portal.
- Develop functional prototypes to demonstrate concepts and to enable rapid iterative support for evaluative research.
- Work with Customer representatives to analyze major customer issues and provide a robust code resolution on the existing DTE Energy portal application.
- Developed a robust well documented process to resolve customer and production issues and thus reduced the turnaround time from 1 month to just 1 week.
- Customer satisfaction improved from 3.5 to 4.5 star on a scale of 5 within 2 months of the new Process.
WebSphere Portal Support / Developer
COMERICA BANK
Auburn Hills
12.2012 - 07.2013
- Analyzing specific Banking requirements and technical specification documentation to design the process flow and architecture taking into consideration the high security required for any Banking Applications.
- Interfacing & communicating effectively with business partners & technical teams to create Design specifications for a multi-function system.
- Programming, implementing, troubleshooting and defect resolution for web applications.
- Create Documentation for administrators, end users and for transition to production support team for the developed Portal Applications for the Shared Services.
- Singlehandedly developed a web module-CBCLoginFilter to avoid multiple logins for a user providing additional security to the Banking Application and bringing in more customers.
WebSphere Portal Developer
BANK OF NEW YORK MELLON
Pittsburgh
11.2011 - 12.2012
- Requirements gathering with the Client.
- Participated in the design sessions with the architect and provide the best possible solution as per Portal constraints using MVC design pattern on the BNY Mellon Shared Services Portal.
- Onsite Coordinator for offshore team of 12 members successfully managing all team SLAs.
- Created a guidelines document for the onboarding of new applications onto the CONNECT portal.
- Resolved Ethical Hacking issues.
- Knowledge of TCP/IP/DNS/DHCP/Active Directory/SiteMinder/ Webservices/ google APIs.
- Successful onboarding of 8 applications onto CONNECT portal, exceeding the expectation of 5 applications.
- Resolved the high priority Ethical Hack findings to make the portal impenetrable for hackers.
- High client appreciation resulting in extension of my contract with added benefits.
J2EE/WebSphere Portal Developer
NEXTSAP INC
Herndon
07.2011 - 11.2011
- Participate in the knowledge transfer and mentoring activities in order to gain an understanding of all the technical skill sets that are required by the Project/Assignment.
- Analyzing business requirements and process flows as required by the project and respective project teams upon getting assigned to a project.
- Create documentation for administrators and end users on Java/J2EE as per project requirements.
- Working on best practices and design patterns as well as Agile/ SCRUM methodologies to do Rapid Application Development.
Web Developer/ Teaching Assistant(Part time)
UNC CHARLOTTE
Charlotte
04.2010 - 05.2011
- Worked on UML diagrams including use case diagrams, class diagrams, and sequence diagrams as a part of Design Phase.
- Coordinated with different departments of the University to develop new websites in Drupal.
- Grade papers and assignments of the Undergraduate students.
- Design and frame questions for assignments as per the syllabus covered.
- Conduct classes if and when the professor not available.
Education
MBA with Internship -
Loughborough University
India09.2019
Master’s - Computer Science
University of North Carolina
Charlotte, USA01.2011
Bachelor - Computer Engineering
University of Pune
India01.2008
Skills
- Customer service and support
- Pricing strategy development
- Data analysis and reporting
- Customer onboarding processes
- Performance improvement strategies
- KPI reporting
- Project management
- Inter-department collaboration
- Continuous improvement
References
Available on request
Accomplishments
- Employee Recognition Award at Wabtec - 2020
- Postgraduate Placements Award at Loughborough University - 2019
Certification
- Business Analyst Training Program - IBAT
- Customer service certification
Languages
Marathi
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
German
Elementary (A2)
A2
References
References available upon request.
Timeline
Group Customer Support Manager
Wabtec UK
01.2020 - Current
Business Analyst
Wabtec Faiveley UK
01.2020 - 06.2022
Business Development Analyst Intern
Wabtec Faiveley UK
08.2018 - 12.2019
Firmware Engineer / Researcher (Part time)
T4i Engineering
04.2018 - 07.2018
Assistant Manager and Web Developer
SURABHI DISTRIBUTORS
01.2015 - 09.2017
Technical Analyst / WebSphere Portal Developer
DTE ENERGY
08.2013 - 12.2014
WebSphere Portal Support / Developer
COMERICA BANK
12.2012 - 07.2013
WebSphere Portal Developer
BANK OF NEW YORK MELLON
11.2011 - 12.2012
J2EE/WebSphere Portal Developer
NEXTSAP INC
07.2011 - 11.2011
Web Developer/ Teaching Assistant(Part time)
UNC CHARLOTTE
04.2010 - 05.2011
MBA with Internship -
Loughborough University
Master’s - Computer Science
University of North Carolina
Bachelor - Computer Engineering
University of Pune
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