Avinash Shrirang Bandhate
Shahad
Summary
Dynamic Call Center Manager with a proven track record at ANSSI WELLNESS, adept in lead management and data analysis. Successfully directed a 20-member team, enhancing conversion metrics and driving process improvements. Skilled in performance metrics and fostering strong customer relationships, ensuring high team productivity and engagement.
Overview
9
9
years of professional experience
Work History
Call Center Manager
ANSSI WELLNESS
Mumbai
04.2024 - 01.2026
- Directed 20-member team to generate leads for appointment bookings and patient visits.
- As I was part of a core team, I led very important business metrics of leads to appointments and appointments to check-ins conversion. I also led a team of post check-in activity, worked on post check-in follow-up cases, and added to company revenue.
- Managed end-to-end telecalling activities to ensure process efficiency.
- Conducted call listening and provided feedback to enhance agent performance.
- Developed action plans for underperforming centers and agents.
- Analyzed lead data, including non-connecting and irrelevant eligible leads, sharing insights with marketing.
- Facilitated team meetings to improve communication and collaboration among members.
- Monitored performance through audits, observations, and detailed reporting.
Team Leader
Spire BPO
Mumbai
05.2022 - 09.2023
- Introduced business insurance process in market, achieving successful implementation.
- Managed personal loan and collection processes for organization.
- Led team of 15 telecallers to enhance communication effectiveness.
- Trained new employees on operational procedures and company policies for efficient onboarding.
- Monitored daily performance metrics to ensure team productivity standards.
- Developed shift schedules to optimize staff coverage and resource allocation.
- Facilitated conflict resolution among team members to maintain positive work environment.
- Collaborated with management to implement process improvements and efficiency initiatives.
CSR For 2 years Then Promoted As Team Leader
The Home Salon
Mumbai
10.2016 - 09.2021
- Promoted from customer service representative to team leader after two years of service.
- Managed a team of 15 customer service representatives and 5 beauticians to achieve revenue targets.
- Oversaw booking management and assignments, optimizing scheduling efficiency.
- Conducted team briefings and monitored call quality to drive performance improvements.
- Handled end-to-end telecalling activities, ensuring effective lead conversion.
- Provided training and productivity management to meet established performance metrics.
- Coordinated with clients for real-time updates and escalation resolution.
- Addressed customer queries to enhance skills in objection handling.
Education
H. S. C. -
Mumbai Board
02.2015
S. S. C. -
Mumbai Board
03.2013
Skills
- Lead management
- Telecalling strategy
- Performance metrics
- Data analysis
- Process improvement
- Customer relationship management
Personal Information
- Date of birth: 06/08/98
- Gender: Male
- Nationality: Indian
- Marital status: single
Languages
- Hindi
- Marathi
- English
Timeline
Call Center Manager
ANSSI WELLNESS
04.2024 - 01.2026
Team Leader
Spire BPO
05.2022 - 09.2023
CSR For 2 years Then Promoted As Team Leader
The Home Salon
10.2016 - 09.2021
H. S. C. -
Mumbai Board
S. S. C. -
Mumbai Board