Bhavik Jagadish Chandra
Summary
Experienced and customer-focused professional with over 17 years of comprehensive expertise in debt collection, customer service, and contact center operations. Demonstrated success as a Customer Service Representative Lead, guiding teams in both international and domestic voice processes to deliver exceptional service. Proven track record as an Operations Lead across diverse fields, ensuring seamless operations and optimal performance. Proficient as a Project Coordinator for software SAAS implementations, effectively coordinating teams and resources to achieve project objectives. Skilled in CRM evaluation and implementation, adept at providing efficient solutions to customer and client escalations. A flexible and collaborative leader with strong interpersonal skills, capable of mentoring team members and fostering cross-functional collaboration. Excels in operations management and logistics coordination, consistently achieving project success. Detail-oriented and reliable, known for managing multiple priorities with a positive attitude. Eager to leverage expertise in a challenging full-time role, driving outstanding service delivery and embracing opportunities for professional growth.
Overview
16
16
years of professional experience
Work History
Team Lead Operations
NL TRANSPORTATION PRIVATE LIMITED
09.2023 - 02.2024
- Facilitated smooth operations, effective communication, and efficient coordination among team members to ensure seamless workflow.
- Acted as a liaison between customers/clients and the team, ensuring timely dissemination of updates and maintaining clear communication channels.
- Managed updates for drivers and clients regarding logistics delivery, ensuring all parties remained informed of any delays or changes.
- Demonstrated rapid industry acumen during a 6-month training period, contributing valuable support to the team as needed.
- Implemented project management strategies to boost team productivity and optimize communication pathways, resulting in improved overall performance.
- Upheld high-quality standards and ensured timely project completion, leading to increased customer satisfaction and strengthened stakeholder relationships.
- Enhanced customer satisfaction by addressing concerns promptly and resolving issues effectively.
- Reduced customer complaints by implementing proactive measures to address common issues.
- Mentored junior staff members to support their professional growth and strengthen the skills within the team.
Team Leader - CRM Operations
Cognizant Technology Solutions, CTS
09.2022 - 09.2023
- Leadership and Team Management: Led and supervised a team of 16 associates in a high-volume Pan India Centralized Transport Help Desk, Board Operations & Emergency Contact Centre. Directed team efforts to meet and exceed performance targets while fostering a collaborative and supportive work environment.
- Effective Communication and Support: Demonstrated outstanding communication skills in addressing the daily needs of Cognizant associates, ensuring smooth daily commutes, and promptly addressing any accidents or health safety concerns via both phone calls and email correspondence.
- Onboarding and Training Facilitation: Skillfully facilitated the onboarding process for new team members and provided ongoing support to ensure their seamless integration into the team. Offered guidance and assistance to help individuals meet daily requirements and excel in their roles.
- Reporting and Data Analysis: Maintained meticulous records of daily headcounts, prepared comprehensive reports for team leads and management, and conducted in-depth data analysis to inform strategic decision-making processes within the organization.
- Team Engagement and Motivation: Organized engaging team events during festive seasons such as Diwali and Christmas, fostering a sense of camaraderie and motivation among team members. Cultivated a positive work environment to enhance team cohesion and morale.
- Vendor Relationship Management: Conducted regular meetings with vendor partners to address concerns, discuss process improvements, and strengthen collaborative working relationships for mutual benefit.
- Performance Evaluation and Feedback: Developed and implemented performance scorecards to evaluate team members' performance, providing regular constructive feedback and identifying areas for improvement. Supported professional growth through ongoing guidance and assistance on a month-to-month basis.
- Professional Development Initiatives: Committed to nurturing the professional growth of team members by providing opportunities for skill development, offering guidance on areas of improvement, and promoting a culture of continuous learning within the team.
- Enhanced customer satisfaction by addressing concerns promptly and resolving issues effectively.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Operations Team Manager
Charter BPO Solutions
09.2011 - 02.2015
- Supervised and guided a team of debt collection agents, ensuring adherence to company policies and fostering productivity.
- Devised and executed strategies to optimize debt collection operations, enhancing efficiency and maximizing recovery rates.
- Established clear performance objectives and regularly monitored progress, providing coaching and feedback to drive continuous improvement.
- Facilitated regular team meetings and training sessions to enhance knowledge, skills, and compliance with debt collection regulations.
- Analyzed collection data to identify trends and areas for improvement, taking decisive actions to refine collection strategies.
- Ensured accurate and timely reporting of collection activities and key performance indicators to senior management, prioritizing compliance with Australian regulations and privacy laws.
- Spearheaded motivational initiatives such as TGIF sessions to foster a positive work environment and boost employee engagement.
- Played a pivotal role in significantly increasing client revenue through strategic planning, incentive schemes, and employee motivation.
- Managed relationships with clients including American Express, Telstra, Optus, and Virgin Mobile Australia, ensuring satisfaction and retention.
- Implemented streamlined processes and optimized workflows to enhance operational efficiency.
- Proactively resolved customer issues and maintained consistent communication with stakeholders, enhancing overall satisfaction.
- Led a high-performing operations team, focusing on continuous improvement and professional development.
- Developed and executed strategic plans aligned with company objectives, resulting in increased revenue generation.
- Ensured timely task completion and exceptional quality standards in daily operations.
- Improved productivity through efficient scheduling systems and resource allocation strategies.
- Regularly evaluated team performance to identify areas for improvement and implement targeted training initiatives.
- Facilitated the recruitment, hiring, and training of new team members, ensuring adherence to protocols and customer service standards.
- Managed employee attendance and punctuality, addressing issues promptly to maintain operational efficiency.
- Scheduled employee shifts based on customer traffic and individual strengths, optimizing team performance.
- Cultivated positive relationships with customers to enhance satisfaction and loyalty.
Debt Collection Executive
Charter BPO Solutions
09.2007 - 09.2011
- Initiate the debt collection process by contacting customers with outstanding credit card debt through phone calls, emails, and letters, aiming to negotiate and arrange payment plans.
- Maintain professionalism and empathy while providing exceptional customer service throughout the debt collection process.
- Analyze customer financial situations and payment histories to determine suitable debt resolution strategies, documenting all communication accurately in the debt collection system.
- Monitor and follow up on payment arrangements to ensure timely payments are made, escalating complex cases to senior debt collection agents or supervisors when necessary.
- Adhere to legal and regulatory guidelines governing debt collection practices in New Zealand and Australia, ensuring compliance in all interactions.
- Collaborate with team members to achieve individual and team targets for debt recovery, while minimizing delinquency rates.
- Enhance customer satisfaction by optimizing communication channels and improving response times.
- Maintain open communication with regulatory bodies to ensure ongoing compliance with industry regulations.
Education
Bachelor in Commerce - Accountancy
Mahatma Gandhi University
Kochi, India09.2007
High School Diploma -
Board Of Higher Secondary Examination
Kochi, India03.2004
Skills
- Technical Skills
- MS Office - Word, Excel, Power point Outlook
- Microsoft Outlook Express
- Stakeholder Management
- Quality Control
- Coaching and Mentoring
- Product Management
- Operations Management
- Key Performance Indicators
- Customer Focus
- Client Service
- Influencing skills
- Mentoring
- Shift Scheduling
- Overtime Management
- Coaching
- Quality Improvement
- Team Supervision
- Service Level Agreements
- Call Center Operations
- Issue Resolution
- Teamwork and Collaboration
- Overseeing Daily Activities
- Team motivation
- Leading Team Meetings
- Multitasking Abilities
- Interpersonal Skills
- Team building
- Written Communication
- Problem-solving abilities
- Logistics Coordination
- Time Management
- Excellent Communication
- Effective Communication
- Regulatory Compliance
Accomplishments
- Recognized with the Power of Green award from American Express.
- Received the Best Caller award from American Express.
- Honored as the best debt collector for American Express in monthly awards.
- Elevated to the position of Team Manager for processes including Optus and Telstra at Charter BPO Solutions.
- Received acknowledgment from Charter BPO Solutions for achieving a remarkable 150% revenue increase, and was further recognized by company directors during the annual meeting for outstanding contributions.
- Acknowledged as the best team player for motivating and introducing new team motivation concepts, such as TGIF.
- Led cultural activities like Onam and Christmas, coordinating with the team to create memorable events.
- Awarded the Sapphire Award for Best Team Lead in the 3rd Quarter of 2022 at Cognizant Technologies, consistently meeting process SLAs.
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Gujarati
Advanced (C1)
Malayalam
Advanced (C1)
Tamil
Elementary (A2)
Punjabi
Elementary (A2)
Timeline
Team Lead Operations
NL TRANSPORTATION PRIVATE LIMITED
09.2023 - 02.2024
Team Leader - CRM Operations
Cognizant Technology Solutions, CTS
09.2022 - 09.2023
Operations Team Manager
Charter BPO Solutions
09.2011 - 02.2015
Debt Collection Executive
Charter BPO Solutions
09.2007 - 09.2011
Bachelor in Commerce - Accountancy
Mahatma Gandhi University
High School Diploma -
Board Of Higher Secondary Examination
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