Headline

Team Manager

About

Roles and Responsibilities:  Analyse findings from process reviews and develop reports to highlight trends/opportunities for improvement.  Auditing calls and chats on daily basis and provide feedback to the advisors.  Sharing client's new information to the team members.  Provide process training to the team members.  Providing daily update to team members on briefing session.  Discovering macros/ideas for smoothing the process.  Using Vlookup, Hlookup, Pivot, Conditional formatting etc. in excel for formatting report.  Creating reports and presenting business review to the manager.  Coordination with the client.  To maintain the SLA, shrinkage, login adherence, attrition, and work on average handle time.  Managing dip checks and refresher trainings.  Achieve stretched target, decision-making and manage difficult employee situations.  Good in handle the data management

Location

India

Work experience

Customer Service Team Manager at IGT Solutions, Oct 2024 - Present · 1 yr 9 mos, Pune District, Maharashtra, India

Assistant Operations Manager at Concentrix, Feb 2024 - Aug 2024 · 7 mos, Mumbai, Maharashtra, India

Team Lead at Hexaware Technologies, Sep 2020 - Feb 2024 · 3 yrs 6 mos, Nagpur, Maharashtra, India, Roles and Responsibilities:  Analyse findings from process reviews and develop reports to highlight trends/opportunities for improvement.  Auditing calls and chats on daily basis and provide feedback to the advisors.  Sharing client's new information to the team members.  Provide process training to the team members.  Providing daily update to team members on briefing session.  Discovering macros/ideas for smoothing the process.  Using Vlookup, Hlookup, Pivot, Conditional formatting etc. in excel for formatting report.  Creating reports and presenting business review to the manager.  Coordination with the client.  To maintain the SLA, shrinkage, login adherence, attrition, and work on average handle time.  Managing dip checks and refresher trainings.  Achieve stretched target, decision-making and manage difficult employee situations.  Good in handle the data management

Back Office Executive at • Smt. R. G. Vairale Multistate Urban Credit Co-operative Society, Jul 2018 - Aug 2020 · 2 yrs 2 mos, Nagpur, Maharashtra, India, Roles and Responsibilities:  Prepare various kinds of reports in MS Excel for reviewing.  Typing letters in MS word and sending to the customers for their loan recovery.  Calling customers for loan recovery and general queries.

Education

HSC, Somalwar Academy Education Society

Diploma of Education, Civil Engineering, Raisoni Education