Vishwas Chopade

Background

About Vishwas Chopade

Experience Summary A seasoned professional with over 18+ years of experience in managing CLM & O2C processes. Supported Presales Solutions for new opportunities brought in by team. Managed large team size spread across India. Major processes managed in journey are Order Entry, Customer Service (Email, Outbound, Inbound & Social Media), Billing with Dispute resolution Desk & Collection’s. Have been responsible for managing P&L & AOP numbers for the processes managed in my vertical. A strategic planner with expertise in designing and implementing systems/processes for streamlining new project’s. Have managed seamless deliveries of new Projects and transitioned them in smooth BAU for Operations. Managed Lean Quality projects to improve efficiency and Productivity. Projects Summary- Managed System Migrations projects for Order Management, Activation, Billing and Provisioning as core team member. Managed BPM transitions to a smooth delivery & converting them in a smooth BAU operations after the Win. Managed solutioning on Presales part With help of developers created CRM Tool to gather all information form 3 different standalone systems in one so that the Collection agent had view of all systems in one and could better resolve the customer query on the same call/Visit. We also crated workflow in the same tool to manage Dispute Resolution. 3 different systems were Order Management Tool, billing system & SAP the accounting tool. Project taken for Retail client to manage the ONMI Channel CRM to help create wow Customer experience. Created workflow and captured customer history in one system. It gathered information from all the social media platforms and created workflow for CC agents in the CRM which helped them take action and talk to customer and resolve issues on priority. RPA project taken up to automate the order entry of physical Order form into the billing system. In Tech. M created a IOT solution to trigger proactive customer complaint management tool. Including the Ticketing workflow for a Telecom Player and same tool was used for a Manufacturing client. Certification- 1. Certified Agile Scrum Master certification 2. Certified ITIL. Perusing PMP