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Nitin Kale

Nitin Kale

Ahmedabad, Gujarat

Customer Service & Operations Professional


ABC Trading SA

Director - Operations

- Primary responsibility for operations of a 32 room Five Star Hotel owned by the Presidency of the country.
- Devising a structure to assign specific tasks to individuals & enable coordination of activities between different groups.
- Hiring and training of staff to carry out day to day activities.
- Planning & organizing events & parties on the behalf of Presidency.
- Additional responsibility for operations of a Restaurant, Clinic & Super Market.

Career medium 01
Career medium 03


Head – Customer Service Compliance (Mumbai Circle)

- Responsible for Postpaid & Prepaid provisioning
- Responsible for Number Management for the circle
- Responsible for Documentation & Verification of Postpaid & Prepaid customers
- Responsible for submission of monthly subscriber database and document samples to TERM Cell of Dept. Of Telecommunications
- Handling of DMS Agencies for end to end CAF Management


Etisalat DB Telecom Pvt. Ltd.

Manager – Customer Service Delivery

- Heading New Customer Experience Portfolio for Gujarat Circle
- Responsible for Documentation & Verification of Postpaid & Prepaid customers
- Responsible for submission of monthly subscriber database and document samples to TERM Cell of Dept. Of Telecom
- Handling of DMS Agencies for end to end CAF Management
- Responsible for AV/CV of Postpaid & AV of Prepaid customers
- Handling Customer escalations as Nodal Officer for Gujarat Circle

- I was actively involved with Corporate CSD Team to design & provide Business Requirement to be given to IT for various systems. Prepared BR for Activation Module, VAS Activation Module & Post Activation Account Change Module.
- Done Competition Benchmarking on various CSD Processes like Address Verification, Postpaid Activation, Documentation, Dunning Process, Prepaid Invoicing etc.
- Actively contributed in designing various CSD processes. Helped in designing processes like Mobile No. Change Process, Exposure Monitoring Process, Initial Credit Limit Setting Process, Dynamic Credit Limit Setting Process, FMS Event Management Process, Cheque Bounce Process, Prepaid Billing Process, On Call Activation Process, CUG Activation Process, Prepaid Wrong Recharge Reversal Process, Prepaid Invoice Process, Rate Plan Change Process & Transfer of Ownership Process
- Prepared UAT Test Cases for Transfer of Ownership, Demographic Details, Postpaid to Prepaid Migration & Rate Plan Change. Done end to end UAT for Document Management System
- Maintaining Lowest CAF Scanning Pendency & Rejection month on month

Career medium 04
Career medium 02

Tata Teleservices Ltd

Deputy Manager – Corporate Business Excellence

- Responsible for Quality of Prepaid Centralized Backend including CAF Management & Complaint Management for West Zone (Gujarat, MP&CG and Rajasthan)
- Conducting sample audits of CAFs, Order Entry & Technical/ Non-Technical complaints for the zone
- Release the Dashboard of respective process for Top Management review
- Analyzing the gaps identified month on month and the trending of the same
- Initiating & driving Process Improvements based on the gaps identified
- Coordinating with Service Partner for Action Planning for improvements
- Coordinating with Corporate IT for UAT of various system developments related to Quality Service Assurance Audit

- Received Certificate of merit for participation in the “Tata Business Leadership Awards 2008” Preliminary Case Defense Competition in December 2007. The theme was: 'To identify global growth opportunities for the Tata Group'. Our team was among 30 short listed teams from over 220 entries from India and overseas that registered for the event. We made a presentation on Tata Group venturing into Wind Energy business.
- Completed one Six Sigma Green Belt & two Six Sigma Yellow Belt Projects for process improvements


Reliance Communications

Manager – Acquisition Process Interface

- Responsible for Acquisition Process for Wireless customers (Postpaid/ Prepaid) of Central Gujarat
- CAF scrutiny & Documentation verification of Postpaid & Prepaid customers
- Responsible for AV/CV of Postpaid & AV of Prepaid customers
- Responsible for collection of first & second bill payment
- Responsible for First Bill/Second Bill not paid Churn
- Responsible for physical CAF pendency against total logins
- Responsible for CAF order entry error against total CAF uploads
- Responsible for Training on product, process & system to all CC staff

Career medium 05
Career medium 02


Manager – Customer Service

- Responsible for Field Operations for Installation & Repairs of Satellite Radio. Handle Installation & Repair agencies
- Responsible for Customer Care. Handle call center for customer queries & issues.
- Responsible for Retention & Renewals. Drive the Retention & Renewal team for collecting renewal subscription from customers. Handle the Retention & Renewal agencies


Tata Teleservices Ltd

Sr. Executive – Customer Service

- Login & Order Entry
- Cashiering
- Installation & Repair
- Retrieval

System Exposure:
- Active participation with Corporate Customer Care & Tata Consultancy Services (Vendor for Systems Development & Support) for UAT on various developments in Billing system, New Tariff Plans, New Products, Metasolv Provisioning System & CRM.
- Hands on experience on Point Of Sale, CRM & Metasolv used for provisioning.

- Received ‘Town Hall Recognition’ for outstanding performance in the Year 2003-04

Career medium 04

Dolphin Systems

Sr. Executive – Systems

- Provide technical support for computer systems & peripherals
- Enable smooth functioning of Network
- Procurement of Hardware & Software for customers


Engineer – Customer Support

- Provide Engineering & Technical support to General Motors for Wiring Harnesses for all car projects
- Help GM India MPC in planning & scheduling of the wiring harnesses as per the production plan
- Co-ordinate all necessary sorts, reworks, audits, change, cost reduction projects and other key events
- To develop an effective and professional relationship between Delphi & General Motors
- Assist in development of new wiring harnesses for new variants and new projects
- Provide VA/VE proposals for the cost reductions
- Solve the on-line technical problems related to wiring harness
- Assist General Motors Product Engineering in finding root cause for the problems reported in the field

Career medium 05
Career medium 06

General Motors

Auditor – Quality & Product Integrity

- Carry out the detailed quality audit inspection of finished vehicles as the Global Customer Audit procedure of General Motors Corporation
- Static inspection of the vehicle including checks for gaps, flushness, paint defects, gloss, etc.
- Dynamic inspection of the vehicle, which includes driving the vehicle on different speeds (max. upto 120 kmph) on different road conditions
- Co-ordinate with Supplier Quality, Product Engineering in solving the problems reported in Audit as well as field
- Participate in line rejection meetings

Received the ‘Best Quality Auditor’ award during Quality Month celebration in November ‘98


Kilburn Engineering Limited

Management Trainee

Responsible for Operations & Maintenance of CNC Plasma Cutting Machine & Other fabrication machinery

Dnyaneshwar Vidyapeeth

Bachelor of Engineering, Electronics Engineering

Indian Institute of Management & Technology, Chennai

Diploma, Business Administration

Board of Technical Examinations, Maharashtra State

Diploma in Engineering, Electronics & Telecommunication Engineering

Gujarat State Education Board

SSC, Science