Amol Waghmare
Pune,MH
Summary
12+ years work experience in Voice, Chat and Email process. Strong communication skills accompanied by active listening skills and patience. Ready to take new responsibilities and new challenges. Good interpersonal skills with an ability to understand the customers requirement Product training to the new employees and getting them functional. Applies in-depth knowledge of industry trends and shifts to offer valuable insights on opportunities for new growth and business expansion. Effective leader who excels at using proven methods and cutting-edge technology to successfully cut costs, streamline operations and increase productivity. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
13
13
years of professional experience
Work History
Operations Manager
ZealConnect
Pune, Maharashtra
01.2025 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Reported issues to higher management with great detail.
- Developed and implemented strategies to maximize customer satisfaction.
Operation Director
Vervotech Solutions Private Limited
Pune, MAHARASHTRA
11.2022 - 12.2024
- Tour Package Booking & Customer Communication: Responsible for handling complete tour package bookings based on customer preferences, including flight, train, and hotel reservations for both domestic and international destinations (e.g., London, Canada, Spain, India). Ensures that the customer is provided with the best market rates.
- Real-Time Updates & Modifications: Regularly shares booking details with customers and provides real-time booking updates. Communicates with customers to check if any modifications are required in their bookings and follows up with service providers to implement changes.
- Invoice Management: Collects charges and shares the invoice with customers for completed bookings.
- Customer Support: Provides support to customers located in USA, Dubai, and Canada, addressing their travel-related inquiries and needs.
- Customer Interaction: Attends calls to understand the specific requirements of customers and communicates tentative deadlines for task completion.
- Team Collaboration & Briefings: Attends pre-shift briefings to review previous day's issues, process updates, and sets work allocations for the current day. Participates in daily meetings with the Learning and Development team to address current challenges and create action plans for improved productivity and quality.
- Performance Tracking & Reporting: Shares weekly reviews with management, highlighting progress and challenges. Arranges refresher sessions for team members who are lagging and takes appropriate action based on their performance.
- Strategic Initiatives: Develops and implements strategies aimed at enhancing operational processes and organizational efficiency. Collaborates with senior leadership to define long-term company objectives.
Team Leader
Conneqtcorp Business Solution Limited
Pune
06.2021 - 11.2022
- Handling a total 30 agent's staff
- Taking care of Attrition, Shrinkage, set client expectation with agents and provide current process update
- Doing quality audits of team to increase team performance and to check process knowledge of the team
- Conducting daily Pre_shift team briefing to provide recent updates to the team and check real-time issues
- Conducted training for 4 batches for 2 months of E-commerce process as its Pilot process requirement.
Team Leader
RNL Technologies Pvt Ltd
Pune
08.2016 - 04.2020
- Accurately monitored cash intake to eliminate discrepancies
- Set effective employee schedules that maintained coverage at peak times and minimized labour costs
- Increased revenue by promoting additional items and assisting with beverage menu creation
- Implemented new team on-boarding program, reducing training time from 6 days to 4 days
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
- Have a team bonding activity to understand the actual problems of each employee.
SENIOR ASSOCIATE
WNS
Pune
02.2012 - 06.2015
- Delivered an exceptional level of service to each customer by resolving issues over call/email/chat
- Responsible for taking escalation calls, emails and sometimes need to attend offline customers as well
- Once new employee join, I have provided on job training to them.
Education
B.Com -
YCMOU
05.2018
Skills
- Good Time Management
- Self-Motivation
- Teamwork and Collaboration
- Leadership Skills
- Critical Thinking and Problem Solving
- Decision-Making
- Effective Communication
- Adaptability
- Microsoft Office Proficiency
- Computer Skills
- Ability to Multitask
- Customer Service
- Cross-Functional Coordination
- Scheduling and Planning
- Performance Reporting
- Production Management
- Client Relationship Management
- Team Building and Leadership
- Operations Management
- Invoice Processing
- Staff Training
- Itinerary Development
- Travel Arrangements
Timeline
Operations Manager
ZealConnect
01.2025 - Current
Operation Director
Vervotech Solutions Private Limited
11.2022 - 12.2024
Team Leader
Conneqtcorp Business Solution Limited
06.2021 - 11.2022
Team Leader
RNL Technologies Pvt Ltd
08.2016 - 04.2020
SENIOR ASSOCIATE
WNS
02.2012 - 06.2015
B.Com -
YCMOU
Hobbies and Interests
Go for outing with family and spend time with family.
Languages
- English
- Marathi
- Hindi
Hobbies and Interests
Go for outing with family and spend time with family.
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