Summary
Overview
Work History
Education
Skills
Certification
Timeline
AdministrativeAssistant

Amit Bhalerao

Quality Coach
Pune

Summary

Quality Coach at Tech Mahindra with a proven track record in enhancing service delivery through effective training development and quality assurance. Skilled in data analysis and team collaboration, I successfully led projects that improved conversation quality, achieving significant client satisfaction. Passionate about operational efficiency and continuous improvement.
Seasoned Quality Coach with background in implementing and overseeing quality assurance protocols. Possess strong skills in process improvement, team training, and issue resolution to drive product excellence. Notable for fostering positive relationships with staff and promoting communication within teams. Past work involved improving service quality, reducing downtime, and enhancing overall operational efficiency.

Overview

10
10
years of professional experience
2
2
Certifications
3
3
Languages

Work History

Quality Coach

Tech Mahindra
03.2018 - Current
  • Evaluated quality assurance processes to enhance service delivery standards.
  • Developed training modules for advisors on quality practices and compliance.
  • Conducted audits to assess adherence to company quality guidelines.
  • Handled reports, such as cross-sell, WBR, people error (PPPNS), and weekly audit reports focusing on people opportunities, as well as handled New Hire Training (NHT) batches.
  • I've worked closely on Project Chand. It was a client coaching module that focused on advisor and conversation development. I was certified by the clients to monitor those coaching sessions and help team leaders with our evaluation of that coaching. I had a monthly target to close coaching sessions with the team leaders on having good conversations.
    Our UK clients attend the coaching session, which is conducted by me to check how I conduct the coaching, coach the TLs, and share strong feedback with them so that it is implemented.
  • Currently, I'm working on Project Altius. Project Altius is a newly launched project. We have introduced it as it focuses on Good Conversation, a.k.a. Project GC. I'm one of the Master Calibrator certified by UK clients who conduct calibration with TLs on a weekly basis.
  • For project Altius, I've reworked the call structure with my team members and managers to ensure we have a natural conversation with the customers. I've calibrated all the LQs and check their audits on a daily basis, i.e. CTC (check the checker). Currently, calibrating all the TLs across services. In our calibration, we listen to calls and discuss the elements in it, as per Altius-(GC). Post-discussion about the call, we discuss the benchmark ratings, and we set a benchmark.
  • I do attend client meetings and share my inputs, which can enhance the quality of conversation, and we can move from a good conversation to a great conversation.

Customer Service Representative

Concentrix
12.2015 - 11.2017
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Provided exceptional support to customers through chat and email channels.
  • Resolved customer inquiries by utilizing company knowledge base and resources.
  • Handled escalated issues by employing effective problem-solving techniques.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
    Worked with NA Amazon, providing back-end support for Amazon customers.
  • Worked on queries received by customers on orders placed and their accounts.
  • Worked as a temporary SME and trained new hires with the company's tools and processes.

Analyst

State Street Syntel Services Pvt Ltd.
05.2015 - 07.2015
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Worked in the German Trade team, which comes under the Transaction Processing Vertical.
  • Worked in a stock market environment for a German client for State Street Bank. It deals in the buying and selling of equities, bonds, processed equity, bonds, and foreign exchange.
  • I've obtained the data from the IM/client via DTC affirmation, ETD, tested facsimile, and uploaded it in Instruct.
    Monitored trade settlement and resolved failed trades.
    Analyzed financial data to support investment strategies and decision-making processes.
  • Developed reports on market trends to inform strategic planning and risk assessment.
  • Worked on the quality check of the work done by processors.
    Performed authentication, system inputs, verification, and settlement of security, cash, or Forex transactions.
    Worked on making GTP monthly reports, daily volume, and aged inquiries.
  • Given new ideas for system enhancement, so it can consume less time.
  • Resolved queries rose by IM, and I also received appreciation for my prompt replies.
  • We received instructions from the client through Swifts and brokers via fax; we matched them, validated the trades, and sent them to the Markets.
  • Worked for the DWS Broker Matching Team, wherein we used an Excel-based software provided by the client.
    Communicating with clients via email regarding the issues on a daily basis.
  • Prioritized critical market trades, and take proper action as soon as possible.

Education

B.Com-Bachelor of Commerce -

Modern College of Commerce And Business Studies
Pune, India
04.2001 -

HSC- Higher Secondary School Certificate -

Perna Jr.College
Pune, India
04.2001 -

SSC- Secondary School Certificate -

Trinity High School
Pune, India
04.2001 -

Skills

Customer focus

Certification

Certified coach

Timeline

Quality Coach

Tech Mahindra
03.2018 - Current

Customer Service Representative

Concentrix
12.2015 - 11.2017

Analyst

State Street Syntel Services Pvt Ltd.
05.2015 - 07.2015

B.Com-Bachelor of Commerce -

Modern College of Commerce And Business Studies
04.2001 -

HSC- Higher Secondary School Certificate -

Perna Jr.College
04.2001 -

SSC- Secondary School Certificate -

Trinity High School
04.2001 -

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