Suresh Shinde
Summary
To obtain a managerial position in the organization where I can use my team handling, administrative, research oriented skills and experience to wider use. I have several years of work experience as Executive , Process Leader and as a Team Leader. I would like to grow up with your organization and help you to achieve the goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Retention Advisor
Tech Mahindra Pvt. Ltd
03.2013
- Dealing with queries related to the mobile services
- Retaining customers calling to cancel the contracts by giving them best tariffs and explaining the benefits of the product
- Trouble shooting issues related to network, device
- Achievements:
- Have received excellent feedback from the customers in Views cast Survey that is offered, also have received Appreciation Letters from the customers
- Bagged ‘Star of the Month’ for October 2017 and September 2017
- Have done side-jacking with the team members and shared the inputs with the team
- Floor Walking, taking escalation calls and dealing and handling complex situations
- DEGREE/COURSE
- ERCENTAGE
Process Leader
Capita India Pvt. Ltd, Ventura India Pvt. Ltd
10.2016 - 01.2022
- Process: O2 Servicing
- Managing the Team Queries & Escalation chats, adherence to Targets for important Parameters of VSAT, EOQR, ACL, Login Hours
- Conducting Team Huddle for Process updates, discussing the Audit fails & process improvement Ideas
- Analyze reports BPMS& team Quality performance reports
- Providing Quality Feedback to the Advisors
- Recommendations for Process Improvement Ideas
- Creating action plan for Bottom Quartile in the team for every metrics
- Identify bottom performers and provide trainings
- Awarded as a Best Process Leader for the Quarter consecutively for Jul’17-Sept’17 and April’18 – June’18
- Won Best team award 3 times in 2018.
Customer Care Executive
EXL Pvt. Ltd
Sunshine
09.2008 - 02.2013
- Handling Customer queries related to billing, Insurance etc
- Amending the Insurance policy documents as per the customer requirements
- Faxing and emailing the Insurance documents as per the customer’s requirements
- Achievements:
- Awarded as a “Top Performer” in 2011 and 2012 for achieving all C-sat, Quality, AHT, Absenteeism, Productivity and Authentication
- Awarded as a “Symbol of Dependability” for giving highest in the process
- Awarded as runners up in Football competition.
Education
EDU -
MBA - Operations Management
Welingkar Institute of Management Development
MumbaiBBA - undefined
Gogte College of Commerce
2008
H.S.C - undefined
GSS College
2005
S.S.C - undefined
BSS school of education
2003
Certification
Certified Lean Six Sigma Green Belt : Completed training class and demonstrated through Examination the required competency recognized VarSigma.
Certified Microsoft Excel Master Class for Business Managers online course on June 6, 2021
Timeline
Process Leader
Capita India Pvt. Ltd, Ventura India Pvt. Ltd
10.2016 - 01.2022
Retention Advisor
Tech Mahindra Pvt. Ltd
03.2013
Customer Care Executive
EXL Pvt. Ltd
09.2008 - 02.2013
EDU -
MBA - Operations Management
Welingkar Institute of Management Development
BBA - undefined
Gogte College of Commerce
H.S.C - undefined
GSS College
S.S.C - undefined
BSS school of education