Ravindra Sanpurkar
Pune
Summary
Experienced and detail-oriented Senior Consultant with over 10 years of expertise in leading cross-functional initiatives and optimizing offshore operations. Successfully manages projects to meet and exceed service level agreements (SLAs), while streamlining processes to enhance efficiency and accuracy. Played a pivotal role in establishing the Technical Billing Support Team, ensuring seamless communication between stakeholders and timely completion of offshore tasks. Proactive in organizing training sessions to boost team collaboration and performance. Known for adaptability, problem-solving, and consistently delivering value beyond expectations. Strongly endorsed by senior colleagues for outstanding consulting, leadership, and operational excellence.
Overview
12
12
years of professional experience
Work History
Senior Consultant
Pitney Bowes India Pvt. Ltd.
11.2017 - 10.2024
- Oversaw a team of billing support representatives, ensuring timely resolution of complex technical billing inquiries and consistently meeting service level agreements (SLAs) in JSM ticket handling
- Utilized advanced SQL procedures to extract and analyze data, making informed decisions on credit issuance and resolving billing discrepancies
- Streamlined the credit management process by investigating root causes, creating escalation tickets, and overseeing the resolution until credits were successfully returned to clients
- Maintained and updated the credit log, ensuring all credit-related items were accurately recorded and monitored, contributing to improved financial accountability and client satisfaction
- Handled international client escalation calls, resolving issues promptly to ensure high levels of client satisfaction and retention
- Prepared and analyzed internal client reporting, including team productivity metrics and SLA performance, ensuring alignment with business goals
- Provided coaching and training to peers and new joiners across multiple lines of business (LOBs), evaluating their performance to ensure continuous improvement
- Led stakeholder meetings to discuss business needs and updates, making adjustments to Standard Operating Procedures (SOPs) to optimize processes
- Managed client onboarding processes and developed detailed SOPs to streamline operations and ensure a smooth transition
- Oversaw team staffing requirements, ensuring optimal resource allocation to meet project demands
- Conducted interviews and played a key role in the recruitment process to bring in talent aligned with business objectives
- Performed quality assessments and delivered actionable feedback to team members, driving performance improvements
- Developed training materials and facilitated training sessions on new technologies and processes to enhance team capabilities
- Collaborated with cross-functional teams, ensuring alignment of objectives and seamless integration of new processes across departments
- Created reports, presentations, and documentation to communicate key insights and recommendations to management
- Fostered strong working relationships with internal teams, stakeholders, and clients, contributing to an efficient and cohesive work environment
Senior Practitioner
Concentrix Daksh Services Pvt. Ltd.
10.2014 - 10.2017
- Resolving Customer issues by chat and email support
- Proving a satisfactory customer service for the customers of a top-rated USA based e-commerce company
- Responding to customer's enquiry within the SLA
- Floor Support for new hire batches
- Maintaining dashboard of the teams with respect to their performance and publishing the report on daily basis
- Coaching the CSAs to improve their performance and keeping a track of it
Senior Associate
Wipro BPO
12.2012 - 09.2014
- Generating Energy and utility billing on SAP (Client End Application)
- Resolving customer's issues related to billing adjustment and customer retention
- Business to Business support to front desk team
Education
Bachelor of Science - Computer Science
Swami Ramanand Teerth Marathwada University
06.2012
Skills
- Excellent Communication Skill
- Logical Skills
- Analytical Skills
- Computational Skills
- Ability to work individually
- Ability to work in a team
- Positive Approach
- Attention to details
- Sense of urgency
- Presence of Mind
- Ability to learn new skills
- Basic SQL Proficiency
- Postman
- Sumo Logic
- Snowflake
- JIRA
- Salesforce
- B2C Business Model
- B2B Business Model
- AI tools experience
- Data analytics
- Strong leadership skills
- Teamwork mindset
- Excellent interpersonal skills
Accomplishments
- Ace Award, Awarded for excellence in problem-solving and innovation, highlighting a commitment to continuous improvement and the successful implementation of strategies that enhance operational efficiency.
- Star Award, Recognized for outstanding performance and significant contributions to team success, demonstrating initiative and a proactive approach in project delivery.
- Thumbs Up Award, Honored for exceptional teamwork and collaboration, showcasing the ability to foster a positive work environment and support colleagues in achieving common goals.
Personal Information
- Date of Birth: 07/26/89
- Marital Status: Married
Hobbies and Interests
- Playing Dhol (Drum)
- Trekking
- Driving Cars
- Outing with friends and family
Disclaimer
I do hereby declare that all the information provided herein before is true and correct which I can illustrate / discuss / produce evidence / testimonials thereof, and as desired.
Timeline
Senior Consultant
Pitney Bowes India Pvt. Ltd.
11.2017 - 10.2024
Senior Practitioner
Concentrix Daksh Services Pvt. Ltd.
10.2014 - 10.2017
Senior Associate
Wipro BPO
12.2012 - 09.2014
Bachelor of Science - Computer Science
Swami Ramanand Teerth Marathwada University
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