Chandan Suryawanshi
Team Lead
Mumbai
Summary
Passionate and enthusiastic professional with 2+ years in managing, training and coaching employees with a desire to meet and exceed expectations set by the organization.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Team Lead
Tata Consultancy Services
Mumbai
05.2022 - Current
- Managing a team of 18+ members for Taj Inner circle loyalty program of Taj Hotels.
- Managing service level for the front-end department for calls as well as email.
- Supervise day to day operations.
- Prioritising and assigning tasks to team members in order to achieve deliverables.
- Monitor team performance and metrics. Develop an action plan for improvement in achieving and implement corrective actions.
- Conduct team meets to ensure process updates are cascaded.
- Set clear expectations of goals to be achieved. Discover training needs and provide timely coaching.
- Identified opportunity in the process which led to an improvement in the customer satisfaction.
Team Lead
Concentrix
Mumbai
08.2019 - 05.2022
- Lead 35+ retail bankers through OJT and production for JP Morgan Chase.
- Brought forth excellent customer service skills and a commitment to customer satisfaction rate of more than 90% consistently.
- Monitored and evaluated the performance of the team members and motivated them to take additional tasks in order to grow in the organization.
- Conducting PKT's for team members and SME's to ensure process calibration.
- Provided support to a bottom quartile team of 21 with a succes rate of 90%.
- Nominated and attended training development program based on the principle of lean six sigma.
- Ensured timely compliance trainings are completed by the team members to be 100% compliant to protect data privacy.
Sr. Analyst
Radius Global Solutions
Mumbai
08.2018 - 08.2019
- Managed a portfolio of consumer accounts with relentless efforts to avoid them from falling into non-performing assets group.
- Offered best possible payment programs to consumer card holders of American Express.
- Provided account related information to the customers and assisted them in making payments over the phone.
Analyst
Radius Global Solutions
Mumbai
09.2015 - 01.2017
- Provided account related information to the customers and assisted them in making payments over the phone.
- Provided excellent customer service at all times to the key decision makers of an organization holding American Express corporate cards.
- Approved one-time charges for cardholders up to $5000, based on the nature of the transaction.
- Co-ordinate with the program administrators of the organizations to expedite account receivables.
Customer Service Representative
TechMahindra Business Solutions
06.2021 - 05.2022
- Provided customers and with quality assistance through phone calls.
- Answered phone calls and provided callers with pertinent information and assistance.
- Built a strong working knowledge of the company procedures and protocols.
Education
Post Graduate Certification - Banking
Imarticus Learning
Mumbai 05.2021 - 05.2022
Bachelor Of Arts -
University Of Mumbai
Mumbai 06.2019 - 11.2021
H.S.C -
Prakash College Of Science and Commerce
Mumbai 07.2016 - 04.2017
S.S.C -
St. Dominic Savio High School
06.2009 - 05.2010
Skills
Leadership
Good team player
Hard Working
Effective Team Leader
Marathi
Hindi
English
Data Analytics/ Mining on team performance
Staff education and training
Accomplishments
- CSat champion of the month (TCS).
- Identified opportunity in process improvement which led to a higher customer satisfaction. (TCS)
- Rank 1 in CSat for the month (Concentrix).
Timeline
Team Lead
Tata Consultancy Services
05.2022 - Current
Customer Service Representative
TechMahindra Business Solutions
06.2021 - 05.2022
Post Graduate Certification - Banking
Imarticus Learning
05.2021 - 05.2022
Team Lead
Concentrix
08.2019 - 05.2022
Bachelor Of Arts -
University Of Mumbai
06.2019 - 11.2021
Sr. Analyst
Radius Global Solutions
08.2018 - 08.2019
H.S.C -
Prakash College Of Science and Commerce
07.2016 - 04.2017
Analyst
Radius Global Solutions
09.2015 - 01.2017
S.S.C -
St. Dominic Savio High School
06.2009 - 05.2010