Angad Bhoyar
Pune
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager - Quality Development & Customer Experience
Hapag Lloyd GCC
Thane
07.2022 - Current
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Gathered and prioritized product requirements from stakeholders.
- Analyzed customer feedback to identify areas for improvement.
- Developed user stories, acceptance criteria, and mockups for new features.
- Collaborated with development teams to ensure successful delivery of products.
- Managed sprints and monitored progress against project timelines.
- Communicated regularly with stakeholders to ensure alignment on product strategy and vision.
- Conducted market research to understand competitive landscape and trends in the industry.
- Conducted surveys to gain customer insights into product needs and preferences.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
Group Manager - Operations
WNS Global Services
Nashik
- 07.2022
- Developed and implemented team strategies to increase efficiency and productivity.
- Monitored team performance, identified areas for improvement, and provided feedback to staff.
- Managed the recruitment process of new personnel, including interviewing and onboarding.
- Established clear objectives and goals for teams, monitored progress towards those goals, and took corrective action when needed.
- Created detailed reports outlining project plans, timelines, budgets, resources required., for senior management review.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Conducted regular meetings with senior management and other stakeholders to discuss progress and future initiatives.
- Developed performance metrics and monitored progress towards meeting goals.
- Conducted regular meetings with employees to discuss performance objectives and expectations.
- Provided feedback to employees on their performance, progress, and development needs.
Logistics Specialist
GE India Industrial Pvt Ltd.
Pune
07.2018 - 11.2020
- Developed and maintained relationships with vendors to ensure timely delivery of materials.
- Organized and managed the inventory of all incoming and outgoing shipments.
- Monitored freight costs to ensure compliance with company budget guidelines.
- Analyzed customer orders to determine optimal shipping routes and methods.
- Implemented strategies to reduce transportation costs while maintaining high service levels.
- Negotiated rates with carriers to optimize efficiency in shipping processes.
- Lead daily team stand-up meetings to review progress and provide direction.
- Develop and implement strategies for customer retention and account growth.
- Analyze customer feedback to identify areas of improvement in customer service.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
Portfolio Control Manager
Synchrony Financial Service
Hyderabad
- 07.2018
- Oversaw entire customer service and operation activities, including escalations and process optimization.
- Supervised the data quality team, maximizing effectiveness, providing direction for the team, and serving as the key escalation point for query resolution.
- Developed and maintained a team of call center representatives to meet performance standards.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Ensured compliance with relevant laws, regulations and policies related to customer service operations.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
- Identified opportunities for process improvements that would optimize operational efficiency and reduce costs associated with call center operations.
- Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
Team Lead
Maersk Global Service Centre
Pune
10.2011 - 03.2017
- Provided leadership to the shipping team by setting performance standards, providing guidance, and resolving issues in a timely manner.
- Monitored staff performance and provided feedback on areas of improvement as needed.
- Coordinated and supervised customer service team in order to ensure quality service delivery.
- Ensured that customer inquiries were handled promptly and accurately by providing feedback on performance.
- Developed strategies for improving customer satisfaction levels through process improvement initiatives.
- Assisted in resolving escalated customer complaints or issues in a timely manner.
- Created reports outlining customer service metrics such as response times, resolution rates, and first-contact resolutions.
- Conducted regular performance reviews for each member of the team to monitor progress and provide feedback.
- Identified trends in customer requests and developed solutions to address them proactively.
Education
Bachelor of Commerce -
Periyar University
01.2011
Skills
- Business Acumen
- Operational Management
- Customer Experience
- Customer Relationship Management (CRM)
- Interpersonal Skills
- Performance Evaluations
- Product Management
- Project Management
- Cross-Functional Teamwork
Certification
- Foundation of Project Management
- Agile Project Management
On Site Transition Experience
- 2014: Sydney, Australia - Oversaw the successful transition of front office and back-end processes on-site
- 2015: Chengdu, China - Facilitated the transition of customs-related activities across the Asia-Pacific region
- 2016: Manila, Philippines - Led the process migration from Pune service center to Manila for Aus-NZ region
- 2017-18: Hyderabad - Remotely managed the debt recovery process migration from Orlando, USA to Hyderabad, India
Personal Information
- Date of Birth: 10/07/86
- Gender: Male
- Marital Status: Married
Languages
Hindi
First Language
English
Advanced (C1)
C1
Timeline
Manager - Quality Development & Customer Experience
Hapag Lloyd GCC
07.2022 - Current
Logistics Specialist
GE India Industrial Pvt Ltd.
07.2018 - 11.2020
Team Lead
Maersk Global Service Centre
10.2011 - 03.2017
Group Manager - Operations
WNS Global Services
- 07.2022
Portfolio Control Manager
Synchrony Financial Service
- 07.2018
Bachelor of Commerce -
Periyar University
- Foundation of Project Management
- Agile Project Management
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