Open To Work
Rushabh Arun Pawar
Pune
Summary
Dynamic Senior Subject Matter Expert with a proven track record at Concentrix Technology, excelling in coaching and mentoring teams to enhance performance metrics. Adept in technical troubleshooting and effective communication, I drive process improvements and ensure quality assurance, fostering a collaborative environment that elevates customer satisfaction and operational efficiency.
Overview
4
4
years of professional experience
Work History
Sr SME
Concentrix Technology
Pune
02.2023 - Current
- The Sr. SME, Operations provides floor support, learning sessions, coaching & feedback to agents
- Provided floor support, conducted learning sessions, coached, and gave feedback to agents as Subject Matter Expert.
- Supported team in achieving performance metrics through regular analysis.
- Tracked service level closure to ensure compliance with standards.
- Managed timely escalations to Team Captain for unresolved issues.
- Oversaw team operations during Team Captain's absence to maintain workflow.
- Evaluated team performance and quality scores to identify areas for improvement.
- Handled production and escalated calls to resolve customer inquiries effectively.
Sr Technical Support
Concentrix
Pune
12.2022 - 08.2023
- Leveraged advanced technical skills to diagnose and resolve complex issues, enhancing overall service quality.
- Executed daily operations with precision, ensuring timely resolution of technical issues.
- Partnered with cross-departmental teams to achieve project milestones and improve interdepartmental communication.
Technical Advisor
Concentrix
Pune
01.2022 - 12.2022
- Guided clients on technical issues, improving customer satisfaction.
- Collaborated with cross-functional teams to resolve complex product inquiries, enhancing overall support effectiveness.
- Streamlined communication between technical support and clients, facilitating quicker issue resolution.
Education
BBA - HR - 2nd
Savitribai Phule Pune University
Pune04-2020
Bachelor of Arts - Psychology
Himalayan University
Arunachal Pradesh03-2020
Skills
- Subject Matter Expertise
- Coaching & Mentoring
- Root Cause Analysis (RCA)
- Escalation Management
- Communication & Presentation
- Performance Tracking
- Technical Proficiency
- Leadership & Flexibility
- Floor Support
- Quality Monitoring
- Production & Escalation
- Leadership Backup
- Process Improvement
- Technical troubleshooting
- Process improvement
- Cross-functional collaboration
- Metrics analysis
- Subject matter expertise
- Customer relationship management
- Performance monitoring
- Service level management
- Quality assurance
- Employee coaching
- Problem solving
- Team leadership
- Effective communication
- Feedback delivery
- Training and mentoring
- Active listening
- Time management abilities
- Team building
- Problem-solving abilities
- Multitasking capacity
- Data analysis
- Self motivation
Hobbies and Interests
Gym: Certified Fitness Professional: Fundamental Knowledge of Anatomy, Physiology, Exercise Techniques, Nutrition and Program Design
Bike Riding
Responsibilities Summary
- Floor Support: Real-time support to reduce handling time
- Coaching: Feedback delivery and refresher training management
- Quality Monitoring: Performance review and error root cause analysis
- Production & Escalation: Handling complex calls and escalated situations
- Leadership Backup: Ensuring team adherence to KPIs in leader's absence
- Process Improvement: Sharing insights for client benefit and knowledge base updates
Languages
Marathi
Native
Native
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteHybridSalary Range
₹450000/yr - ₹4500000/yrTimeline
Sr SME
Concentrix Technology
02.2023 - Current
Sr Technical Support
Concentrix
12.2022 - 08.2023
Technical Advisor
Concentrix
01.2022 - 12.2022
BBA - HR - 2nd
Savitribai Phule Pune University
Bachelor of Arts - Psychology
Himalayan University