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Ashish Saini

Versatile Customer Success Manager with 15+ years of proven track record in championing Client-centric functions, Delivery Management and driving Operational functions for Process Excellence. Rich experience of working in Process based organizations with specialized skills in Business Process Improvement, Managing end to end projects, handling Partner interactions, Delivering Webinars, Investigations/JIRAs, Documenting SOPs, Debugging and Designing Training Content as well as its Delivery.

Key Skills

Business Process Improvement
Business Process Management
Technical Documentation
Product Concept Testing
Managing Global Operations
Client And Stakeholder Relationship Management
Distributed Team Management
Managing Project Closure
Customer Experience Management

Professional Experience

Dec 2014
Jul 2020
Senior Service and Support Specialist
Intuit India Software Solutions Bangalore Urban, IN
  • Distinguished efforts in providing seamless operational support; provided support in analytics, streamlined the processes, handled client requirements strategically, addressed their service related issues and achieved the predefined quality benchmarks & organization-wide delivery excellence by driving strategic initiatives.
  • Drove several process improvement projects which facilitated enhancement of operational synergies, strengthened collaborative competencies and delivered process excellence.
  • Created multiple dashboard and reports for the team & management.
  • Efficiently managed Concentrix Partner by handling Partner interactions for WBR, MBR, QA Calibrations, paid regular visit to the partner site, defined metrics and was accountable for capacity planning for each quarter.
  • Initiated Project to build reports that interpreted customers' behavior, recommended service improvements by using analytical tools and built a strong client base.
  • Efficiently managed and fulfilled operational requirements by ensuring flawless transitions, expansions and any other changes as per the specifications and circumstances.
  • Established an efficient process by recognizing the lacunas and analyzing the opportunities for checking them.
  • Several process improvement ideas initiated and implemented.
  • Conceptualized the Webinar project and delivered first ever online webinar for users and assisted them to a smooth engagement with the support team.
  • Webinar Project helped us to achieve a significant reduction in the contact volume on phone by 15%.
  • Holds the credit for developing and implementing various quality metrics, integrating various operational systems and working on various systems and processes for qualitative improvement.
  • Performed Beta testing for forth coming product releases, reported Bugs in upcoming releases and worked closely with the development team for resolving the gaps related to the products.
  • Involved in Investigations/JIRAs for ensuring smooth and proactive closure of Customer queries in an integrated and seamless manner.
  • Played a key role in creating and documenting SOPs for multiple processes being performed on a day-to-day basis and disseminated the same across the teams by setting up the required communication framework.
  • SOP Project helped in Implementing major SOPs Including Billing, Refunds, Chat and Case Documentation for Process.
  • Managed banking escalations (both screen scrapping and direct feeds).
  • Worked with the backend teams to bring the issues to closure.
  • Designed the training content and delivered the same as a refresher or as a batch training.
  • Developed regular Pkts for the team and monitored the performance on BQs from both In-house and partners.
  • Assisted the team to create a RFI document as a preliminary check for all such process related vendors.
  • Bagged the Spotlight Award for demonstrating excellence in performance at work.
  • Won the CEO Care Club Award from Intuit CEO.
  • Involved in End to End testing and Launch of Payment enabled Invoices Project (Via Razorpay) in QBO Software.
  • Designated as India SPOC for testing and launch of Amazon Connect Project in India.
Jun 2005
Mar 2013
Assistant Manager operations
IBM Daksh Business process Gurgaon, IN
  •  Handled support calls from QuickBooks UK customers.
  • Was a key part of the Pro Advisor team within 6 months of joining the system.
  • Managed the Floor Operations and supported the team with contributions in delivering operational excellence. Within 2 years of working was promoted to the position of a “Subject Matter Expert" for QuickBooks UK.
  • Managed a team of 20 people and helped them in achieving their monthly KPIs.
  • Promoted as Assistant Manager - QuickBooks UK operations.
  • Was a key part of the Pro Advisor team within 6 months of joining the system.
  • Managed the Floor Operations and supported the team with contributions in delivering operational excellence.
  • Within 2 years of working was promoted to the position of a “Subject Matter Expert" for QuickBooks UK.
  • Managed a team of 20 people and helped them in achieving their monthly KPIs.

Education

Dec 2008
Dec 2009
Doctorate in Management Studies in National Institute of Management
Indian Council of Distance Education
Apr 1999
Mar 2002
Bachelor's in Arts in Govt. College for Mens
Panjab University

Certifications

2009
Doctorate in Management Studies
National Institute of Management

Achievements

2017
CEO Care Club Award
Bagged CEO Care Club Award , for  continuously delivering online webinar for newly onboarded customers  and helping them with their "How Do I " Questions.
2020
One India Rockstar
Bagged One India Rockstar award for Q1 and Q3 for FY 2019-20.

Quote

The only Quote that motivates me is "It's only result that matters , rest everything is just a show off"

Hobbies & Interests

  • Driving
  • Social media
  • Travelling
  • Watching movies

Languages

English
(Fluent)
Hindi
(Native)
Punjabi
(Basic)

Career Aspiration

I am certain that the coming five years will be productive for me. Working in an esteemed organization with a positive work environment can be rewarding. I can picture myself growing to the position I am working on. I see myself utilizing my knowledge to yield better outcomes.

Get in touch with Ashish