Atul Bhardwaj

• Spearheaded the development and implementation of strategies to optimize service delivery processes and workflows, resulting in improved efficiency and customer satisfaction for over 400,000 customers
• Monitored key performance indicators (KPIs) and metrics to track performance and identify areas for improvement, leading to proactive adjustments and enhancements
• Provided strategic leadership and guidance to a team of customer service representatives and supervisors, fostering a high-performance culture
• Collaborated with cross-functional teams to address customer issues and enhance the overall customer experience, ensuring alignment with company policies, procedures, and regulatory requirements
• Prepared and presented comprehensive reports and analyses on service delivery performance to senior management, facilitating data-driven decision-making
• Led initiatives that significantly improved service delivery processes, resulting in a measurable increase in operational efficiency and customer satisfaction
• Implemented a robust performance monitoring system that identified key areas for improvement, leading to targeted interventions and tangible results
• Mentored and coached team members, developing a talent pipeline and enhancing overall team performance and engagement.
• Proven ability to learn quickly and adapt to new situations.
• Paid attention to detail while completing assignments.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Learned and adapted quickly to new technology and software applications.

• Successful exposure to Process Migration from Philippines to India for an Australian Client
• Client Management through performance and relationship-building
• Delivered $$$ collected KPI consistently focusing on the debt liquidation requirement ensuring proper compliance adherence to laws of the specific country
• Managed projects efficiently, ensuring timely delivery and high-quality results.
• Streamlined communication channels between departments, facilitating better collaboration on projects across the organization.
• Developed and maintained strong relationships with clients, resulting in increased business opportunities.
• Maintained compliance with industry regulations by implementing risk mitigation measures and maintaining accurate documentation.
• Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
• Analyzed data to identify areas of improvement, implementing changes that resulted in greater operational efficiency.

Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.

• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Generated reports detailing findings and recommendations.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.