Anand Kokare
Kamothe, Navi Mumai
Summary
Dynamic Senior Associate at Tata Consultancy Services with a proven ability in process improvement and team leadership. Expert in problem-solving, I successfully reduced costs while enhancing revenue retention. Adept at utilizing MS Office for data analysis and reporting, I thrive in collaborative environments, driving exceptional service experiences and operational excellence.
Overview
14
14
years of professional experience
Work History
Senior Associate
Tata Consultancy Services
Thane
03.2018 - Current
- Monitored customer orders to ensure successful appointment scheduling and completion, proactively addressing any issues to deliver a seamless service experience.
- Maintained internal data records and prepared daily reports to support operational transparency, performance tracking, and informed decision-making.
- Prepared weekly business decks and assisted team leads by providing accurate and relevant data to support client meetings and strategic discussions.
- Served as a Subject Matter Expert (SME), supporting the team by handling complex queries and escalations, conducting quality checks, delivering constructive feedback, and facilitating process training sessions.
- Certified Green Belt and Contextual Master with a proven track record of delivering value through process improvement—successfully submitted a project that helped reduce costs and enhance revenue retention.
- Acted as the SPOC (Single Point of Contact) for the team to ensure completion of all mandatory trainings and courses before their expiry, maintaining compliance and audit readiness.
Case Manager
Convergys
Thane
03.2013 - 03.2018
- Handled and resolved billing-related inquiries from customers, providing clear explanations and support to enhance the overall service experience.
- Worked collaboratively across departments to expedite issue resolution, ensuring a seamless and positive customer experience.
- Served as a Subject Matter Expert (SME) by supporting team members, conducting training sessions for new joiners on process workflows, and best practices for delivering exceptional customer experiences.
- Monitored and managed workload distribution and queue performance in the absence of the team leader, ensuring timely resolution of tasks and adherence to SLAs.
Call Assessor
ICAN BPO
Navi Mumbai
03.2012 - 03.2013
- Conducted assessments and provided feedback on service quality and performance.
Executive
Caliber Point Company
Navi Mumbai
07.2011 - 02.2012
- Conducted outbound sales calls to educate prospective clients on Birla Sun Life Insurance products, generated interest, and successfully scheduled appointments for Relationship Managers to drive policy conversions and achieve sales targets.
Education
B.com -
M.S College
Palghar04-2022
HSC -
Barns
Panvel01-2017
CBSE -
People Education Society
Belapur05-2007
Skills
- PowerPoint
- SpatialNET
- MS Excel
- Technical query resolution
- Problem solving
- Team leadership
- Production support
- MS office
Affiliations
- Green Belt Certified – Successfully led a process improvement project that contributed to revenue savings and operational efficiency.
- Contextual Master Recognition – Acknowledged for deep process knowledge and consistent support in driving quality and performance across the team.
- Subject Matter Expert (SME) – Provided expert support in handling escalations, delivering training, and performing quality audits.
- Team SPOC for Training Compliance – Ensured timely completion of all mandatory trainings and certifications, maintaining 100% compliance.
- Project Contributor – Designed and submitted a successful cost-saving initiative that enhanced process efficiency and reduced revenue leakage.
- Internal Trainer – Conducted onboarding and process training sessions for new joiners, improving time-to-productivity and service quality.
Accomplishments
- Star Performer Award – Recognised for exceptional individual performance, consistent target achievement, and contribution to team success.
- Quarterly Performance Recognition – Received regular accolades for outstanding performance during quarterly reviews.
- Client Appreciation – Commended multiple times by clients for delivering high-quality work and excellent customer service.
- Green Belt Certified – Led a revenue-saving process improvement project.
- Contextual Master – Recognised for process expertise and mentorship.
Languages
Hindi
First Language
English
Beginner (A1)
A1
Timeline
Senior Associate
Tata Consultancy Services
03.2018 - Current
Case Manager
Convergys
03.2013 - 03.2018
Call Assessor
ICAN BPO
03.2012 - 03.2013
Executive
Caliber Point Company
07.2011 - 02.2012
B.com -
M.S College
HSC -
Barns
CBSE -
People Education Society
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