Ronak Suresh Waghela
North Bergen,NJ
Summary
Resourceful manager with a proven track record of successfully coordinating and monitoring operations across multiple departments. Effective leader and problem-solver known for streamlining operations, reducing costs, and promoting organizational efficiency. Committed and driven with a strong work ethic, dedicated to maintaining the highest quality of services and products.
Overview
15
15
years of professional experience
Work History
Store Manager
Thunderbird Package
09.2023 - 12.2024
- Set up and closed cashier 3 registers and prepare deposits
- Managed inventory, in-stock position, pricing integrity, merchandising, security, expense control, and other operational processes to business standards
- Supervised 4 subordinate personal include hiring, determining workload and delegating work to other employees
- Conducted liquor ordering, sets prices to assure reasonable profit margin
- Maintained shelf allocations to always ensure availability of products
- Ensured guests greet, assist, provide efficient service, and thank guests in prompt, courteous, friendly, and business-like manner to promote company image as service-oriented operation
- Ensured department is well maintained and meets or exceeds company standards for appearance
- Supervised, trained, and developed guests in accordance with company policies and procedures
- Created and submitted monthly reports to Business Owners ensuring all established policies and procedures are adhered for accounting of cash sales and review and audits positions with responsibility, handling of money to ensure integrity in deposit of money to bank.
Manager
Connectwise LLP
05.2018 - 09.2023
- Company Overview: https://www.connectwise.com/
- Provide ConnectWise partners with technical enablement, issue escalation management, documentation, training, and advice on how to engage with the ConnectWise Network Operations Center (NOC) or Help Desk, SOC, Account Management, Partner Success Team etc
- Assist partners in maximizing their true potential by ensuring the correct use of the Continuum SAAS services
- Focus on partner satisfaction and growth; help partners fully utilize product capabilities
- Manage and respond to all inbound partner communication in a timely and helpful way
- Manage partner escalations and communication with internal and external teams
- Act as an advocate and voice of the partner for internal teams, Products, services, and Marketing
- Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
- Developing a deep understanding of projects to gain insights into the scope of service delivery
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Analyzing third-party as well as internal processes and creating strategies for service delivery optimization
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
- Train & Mentor new hire PCMs or provide skills enhancement training for incumbent team members
NOC Support Engineer - L2 Tech
Connectwise LLP
12.2015 - 05.2018
- Company Overview: https://www.connectwise.com/
- Worked in the Product Support Team
- Resolving Product Related issues with RMM Agent, Network Assessment, Logmein, Mobile Device Management, ItSupport portal etc
- Team Player when it comes to achieving targets in terms of tickets, chats, customer service etc
- Providing assistance to Team members when required
- Engaging with strategic clients & taking supervisor calls
- Maintain Team SLA on Tickets/Alerts
- Break Management and mentoring
- Https://www.connectwise.com/
IT Manager
Shott Amusement LLP
06.2014 - 09.2015
- Company Overview: http://smaaash.in/
- Detailed knowledge of various Arcade games
- Responsible for Marketing like Bulk SMS/Email, Promotions, Campaigns etc
- Maintaining complete IT infrastructure of the company
- Managing various teams of IT, Technical & Brunswick bowling
- Assigning work and resolving operating system issues, networking, internet/connectivity, printers and system updates etc
- Purchasing it, technical assets, arcade and amusement games
- Recruiting it, technical & Brunswick bowling staff
- Maintaining, configuring, and updating Dytel (dynecc-the complete restaurant pos software)
- Semnox (parafait software)
- Vector (bowling software)
- Maintaining virtual cricket game
Sr Technical Support Executive
Capgemini Consulting India Pvt Ltd
04.2011 - 03.2013
- Company Overview: http://www.in.capgemini.com/
- Working in the remote support department for a UK based client
- Handling desktop and laptop related issues for b2b customers
- Supporting company employees and network administrators over the telephone and by email
- Working on active directory domains, resetting password, modifying user permissions etc
- Troubleshooting on virtual machines, printers, internet connectivity, and performance etc
Sr Technical Support Executive
Sutherland Global Services
09.2009 - 03.2011
- Company Overview: http://www.sutherlandglobal.com/
- Dealing with Microsoft customers in General Assist and OS Installation team
- Helping customers resolve installation issues related to windows xp, vista and windows 7
- Resolving operating system issues, networking, internet/connectivity, and Microsoft system updates, anti-virus and OS installation etc
- Http://www.sutherlandglobal.com/
- Evaluated existing technical documentation to identify areas that could be updated or improved upon for increased clarity and understanding among users.
- Mentored junior technical support executives, fostering professional growth and skill development.
Education
Bachelor of Commerce - Commerce
University of Mumbai
Mumbai, Maharashtra, India01.2015
High School Diploma -
Royal School
Mumbai, Maharashtra, India01.2006
Skills
- Employee training
- Merchandising strategies
- Store maintenance
- Promotional planning
- Cash handling and management
- Customer service
- Cash handling expertise
- Customer account management
- Client relations and customer retention
- Team leadership
- Time management
- Decision-making
Personal Information
- Date of Birth: 02/09/88
- Marital Status: Married
Accomplishments
Company - Thunderbird Package:
• Streamlined inventory, reducing stockouts by 25% and optimizing stock turnover.
• Oversaw daily store operations, boosting sales by 20% and achieving a 98% customer satisfaction rate.
• Led store remodeling projects, ensuring minimal disruption to operations.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Company - Connectwise LLP:
- Achieved > 4.5 CSAT (Partner Satisfaction) and top performer in case closures across all Quarters.
- Successfully cross-trained 13 Partner Care Managers on all products and services.
- Created a live KPI dashboard for the team via Sales Force, this saved the manual tracking for the Performance matrix.
- Successfully completed a project to ensure partner feedback (MSP sentiments) is shared with the s ConnectWise Leadership.
- Open board count – Partner Care case board count was spiked during Covid. Ensured the Service levels are not impacted. Used to work with other Partner Care Managers and assisted them in achieving resolutions and led their cases in the right direction.
Company - Shott Amusement LLP
- I was responsible for introducing new gaming technologies in the organization. I represented (Shott Amusement) at SVVR ( SVVR Silicon Valley Virtual Reality ) 2015, San Jose California (U.S) to bring Oculus Rift technology in India. Successfully migrating and launching the Wing Walker Virtual Reality game.
Languages
English
Full Professional
Gujarati
Native or Bilingual
Hindi
Native or Bilingual
Timeline
Store Manager
Thunderbird Package
09.2023 - 12.2024
Manager
Connectwise LLP
05.2018 - 09.2023
NOC Support Engineer - L2 Tech
Connectwise LLP
12.2015 - 05.2018
IT Manager
Shott Amusement LLP
06.2014 - 09.2015
Sr Technical Support Executive
Capgemini Consulting India Pvt Ltd
04.2011 - 03.2013
Sr Technical Support Executive
Sutherland Global Services
09.2009 - 03.2011
Bachelor of Commerce - Commerce
University of Mumbai
High School Diploma -
Royal School
Similar Profiles
John PierzchalaJohn Pierzchala
Assistant Principal, Dean of Students at Thunderbird High SchoolAssistant Principal, Dean of Students at Thunderbird High School
Ian JacobsonIan Jacobson
Customer Service Representative at Thunderbird AviationCustomer Service Representative at Thunderbird Aviation
Veronika DedaVeronika Deda
Certified Nursing Assistant at Banner Thunderbird Medical CenterCertified Nursing Assistant at Banner Thunderbird Medical Center