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Siddharth Patel

Chief Manager - Service Quality and Training @ Poonawalla Fincorp | Customer Experience Management | Lean Six Sigma | JAIIB | AML KYC

Pune District

14+ years of work experience

Poonawalla Fincorp
Jul 20241 yr 10 mosPresent

Pune District, Maharashtra, India

Led Quality & Training functions across in-house and outsourced contact centers, driving accuracy, efficiency, and compliance. Onboarded an AI-powered QA tool, developed evaluation frameworks, SOPs, and dashboards, and implemented tailored training programs. Spearheaded process optimization, conducted calibrations, and coached teams to enhance service quality and customer experience.
Ujjivan Small Finance Bank
Oct 20222 yrs 4 mosJan 2025

Pune District, Maharashtra, India

Deliver seamless customer experience by implementing and monitoring customer care and support programs for 80+ branches in the West Region
Ujjivan Small Finance Bank
Oct 20211 yrSep 2022

Bengaluru, Karnataka, India

Ujjivan Small Finance Bank
Aug 20183 yrs 3 mosOct 2021

Pune District, Maharashtra, India

Tata Communications
Feb 20171 yr 7 mosAug 2018

Pune/Pimpri-Chinchwad Area

Vodafone
Oct 20124 yrs 5 mosFeb 2017

Ahmedabad, Gujarat, India

Education

Institute of Management Technology, Ghaziabad

Postgraduate Degree, Business, Management, Marketing, and Related Support Services

Institute of Management Technology, Ghaziabad

200715 yrs2022

Lean Six Sigma Green Belt

Tata Communications Limited

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Siddharth Patel on Tal

Headline

Chief Manager - Service Quality and Training @ Poonawalla Fincorp | Customer Experience Management | Lean Six Sigma | JAIIB | AML KYC

About

Customer Experience & Service Quality profesional 15+ years across BFSI and Internatuonal Telecom. Driving excellence through AI-led QA, training, and process optimization. Proven record in boosting CSAT/NPS, enhancing compliance, and building high-performing teams. Passionate about data-driven CX transformation and continuous improvement.

Location

Pune District

Work experience

Chief Manager - Service Quality and Training at Poonawalla Fincorp, Jul 2024 - Present · 1 yr 10 mos, Pune District, Maharashtra, India, Led Quality & Training functions across in-house and outsourced contact centers, driving accuracy, efficiency, and compliance. Onboarded an AI-powered QA tool, developed evaluation frameworks, SOPs, and dashboards, and implemented tailored training programs. Spearheaded process optimization, conducted calibrations, and coached teams to enhance service quality and customer experience.

Chief Manager - Service Quality at Ujjivan Small Finance Bank, Oct 2022 - Jan 2025 · 2 yrs 4 mos, Pune District, Maharashtra, India, Deliver seamless customer experience by implementing and monitoring customer care and support programs for 80+ branches in the West Region

Senior Manager - Priority Sector Lending and Lead Bank at Ujjivan Small Finance Bank, Oct 2021 - Sep 2022 · 1 yr, Bengaluru, Karnataka, India

Quality Analyst at Ujjivan Small Finance Bank, Aug 2018 - Oct 2021 · 3 yrs 3 mos, Pune District, Maharashtra, India

Quality Analyst at Tata Communications, Feb 2017 - Aug 2018 · 1 yr 7 mos, Pune/Pimpri-Chinchwad Area

Quality Analyst at Vodafone, Oct 2012 - Feb 2017 · 4 yrs 5 mos, Ahmedabad, Gujarat, India

Education

Postgraduate Degree, Business, Management, Marketing, and Related Support Services, Institute of Management Technology, Ghaziabad

Lean Six Sigma Green Belt, Tata Communications Limited

Siddharth Patel - Chief Manager - Service Quality and Training in Pune District | Tal