Bhushankumar Dnyandeo Vetal
Passion-Hardwork-Discipline
Personal Summary :
A highly motivated and ambitious individual able to give timely and accurate advice, guidance, support and training to team members and individuals. Possessing excellent management skills and having the ability to work with the minimum of supervision whilst leading a team. Having a proven ability to lead by example, consistently hit targets, improves best practices and organizes time efficiently.
Work History :
Organization : Infosys BPO Limited
Duration : August 10th 2015 to Till Date.
Designation : Team Lead
Role Designation : Process Lead
Purpose of the role :
** Preparing service quality plan.
** Managing teams.
** Ensuring Process Compliances to be maintained by team members.
** Managing and resolving escalations.
** Managing Knowledge Management Compliances with the objective to predictability.
** Meet Client & internal commitments on a continuous basis for the specific process under purview within the guidelines & policies.
Areas of Responsibility :
1. Transition Coordination in terms of Process Definition, Documentation, Process Training & Certifications
2. Operations Support in terms of Resource Planning, Manpower Training, Resource Optimization
3. Quality Planning : Quality Checks & Quality Analysis
4. Performance management, Talent Management, Knowledge Management, Process Re-Engineering
5. Team handling & Team Performance.
Work History :
Organization : Tech Mahindra Limited
Duration : June 20th, 2013 to November 24th, 2014.
Designation : Sr. Associate Customer Support
Client : British Telecom (BT Retail). Customer Options Team
Roles & Responsibilities :
** Core responsibility to ensure customer orders are met through undertaking key activities such as checking and changing customer orders while working on Offline Queues, ensuring customer is connected and keeping customer informed.
** Responsible for ensuring the correct supplier escalation process is triggered in a timely way and complex cases are handled off to the Offline teams to manage and resolved.
** Responsibility for a small volume of activities to support the recovery and fixing of customer orders.
** Responsible for ensuring all customer complaints are acknowledged, recorded and resolved effectively, by taking ownership for the resolution and communicating anticipated time scales to the customer.
** Responsible for identifying customer needs on a proactive basis, identifying appropriate solution using the correct process and procedures to ensure our customer orders are progressed to provide the great service.
** Responsible for ensuring all customer contacts are handled professionally, efficiently and effectively taking personal ownership for customer issues and minimizing repeats call from the customer.
** Responsible for identifying and promoting additional benefits and services appropriate to customer needs.
** Responsible for knowing where to find information and use the tools and system to complete the order.
** Responsible for ensuring all customer needs, stated or unstated, are identified and are dealt with effectively and appropriate products and services are promoted to match their needs.
** Responsible for making every interaction with our customer easy, being the one point of contact so our customers do not have to repeatedly contact us.
** To welcome all customer feedback as an opportunity to improve customer service, using Lean to provide feedback into the business and contribute to a culture of continuous improvement.
Work History :
Organization : Wipro BPO, Pune.
Duration : 20th March 2012 to 31st May 2013
Designation : Senior Associate.
Client : British Telecom (BT Operate)
Order Manger – BT MPLS Service Delivery
Roles & Responsibilities :
** Progression and completion of orders.
** Jeopardy management of ALL internal suppliers from assignment of the order, through to completion of the order.
** Identification of exceptions (potential jeopardy) where external suppliers are involved and engaging support from the In-Country Order Processor for escalation with the external supplier.
** Provide proactive updates to customer on a weekly basis.
** Receiving and managing customer/order related escalations.
** Schedule all activities relating to Test and Turn-up for both internal and external parties.
** Assign the Port Allocation on GPOP and where appropriate APOP recording the assignment in the structured field in the appropriate system(s).
** Place and update orders using the appropriate order management system(s);
** Ownership for supporting the Configuration Test & Turn-up where problems are encountered on the day e.g. access failure, customer not ready, port failure etc. Owning resolution of issues with access and CPE suppliers for late delivery or non compliance of delivery dates as advised by SOP.
Work History :
Organization : Convergys, Pune.
Duration : September 2011 to February 2012.
Designation : Senior Customer Care Officer (e-mail & chat).
Client : Time Warner Cable (TWC).
Roles & Responsibilities :
** Handling inbound chat and e-mails for the customers.
** Dealing with troubleshooting of Digital Phone, Internet Connection and cable service.
** Dealing with billing related queries and explaining the break-ups.
** Raising trouble calls and Issue track to resolve the customer concerns in the stipulated time frame to avoid the unnecessary escalations.
Work History :
Organization : The Academic Advisors, Pune.
Duration : March 2010 to April 2011
Designation : Project Manager
Client : Lokmangal Group, Sholapur, Maharashtra.
Projects : School of Entrepreneur Development & Life Skill Orientation Program.
Roles & Responsibilities :
** Managing and leading the project team.
** Recruiting project staff and consultants.
** Managing co-ordination of the partners and working groups engaged in project work.
Detailed project planning and control including :
** Developing and maintaining a detailed project plan.
** Managing project deliverables in line with the project plan.
** Recording and managing project issues and escalating where necessary.
** Resolving cross-functional issues at project level.
** Managing project scope and change control and escalating issues where necessary.
** Monitoring project progress and performance.
** Providing status reports to the project sponsor.
** Liaison with, and updates progress to, project steering board/senior management.
** Managing project evaluation and dissemination activities.
Work History :
Organization : Infosys BPO Ltd, Pune.
Duration : August 2006 to November 2008
Designation : Senior Executive (Team Coach/SME)
Client : British Telecom.
Roles & Responsibilities :
1] To work with the team and customers to maintain a world class level of services.
2] To deputise in the Team Leads absence unless role delegated elsewhere.
3] To actively participate in the preparation and delivery of shift briefings, Contributing to team focus, development & recognition.
4] To own, chase & resolve customer escalations in demanding timescales.
5] To proactively monitor the specialists’ work productivity throughout the day and anticipate the need to implement change in order to maximize throughput and achieve targets.
6] To be fully conversant with the work in the queue and manage faults & take calls within the measures, standards & time frames associated with queue.
7] To periodically & systematically review the queue in real time to ensure that faults are being worked within targeted timeframes.
8] To alert the appropriate people both up & downstream of situation where the queue is in danger of going into jeopardy, telling them of the actions being taken & resolution time.
9] To maintain a knowledge of the team member skills & to ensure that they are assigned to & working appropriate queue.
10] To diagnose faults using the appropriate systems, processes & procedures according to agreed upon time frames and accuracy standards.
11] To follow the resolution processes & procedures in the trained & prescribed manner to either resolve & clear the fault or correctly progress the resolution of the fault.
Work History :
Organization : Shri Sai Enterprises, Pune
Duration : July 2004 to July 2006
Designation : System Administrator
Roles & Responsibilities :
** Management and support of the various environments.
** Network operating systems management and support.
** Database management and support.
** Back-up and disaster recovery measures.
** Contributing to technical strategy, policy and procedure.
** Development and operation of technical testing programmes.
** Production of technical documentation to agreed quality standards.
Academic Details :
** B.Sc.(Chemistry) Pune 2004 Higher Second
** H.S.C.(Science) Pune 2000 Second
** S.S.C.
Pune 1997 Second
Personal Information :
Name : Bhushankumar Dnyandeo Vetal
Date of Birth : March 20th, 1982
Gender : Male
Marital Status : Single
Education : Bachelor of Science (Pune University)
Known Languages : English, Hindi & Marathi.
Contact Information :
Address : A-203, River View Society,
Dangat Patil Nagar, Shivane,
Pune-411023.
Mobile No : +91- 7387384396
Email Id : kumarbhushan3 AT gmail.com