CHINTAL PATEL
Team Lead | Operations & Quality Management
Pune
Summary
Dynamic and results-driven professional with 15+ years of experience in Operations Management, Quality Assurance, Customer Experience, and Team Leadership across Telecom, Insurance, Travel, and CRM industries. Recognised for consistently meeting deadlines, accuracy, and delivering error-free performance. Versatile and highly adaptable, with strong ownership, reliability, and the ability to thrive in fast-paced environments. Known for fostering a healthy and positive team culture, driving creative problem-solving, and consistently achieving operational KPIs. Demonstrates excellent communication skills and strong proficiency MS Office tools, coupled with the ability to quickly learn new systems and processes and deliver high performance.
Overview
22
22
years of professional experience
Work History
Coordinator – Travel Operations
Maazda Travel, USA
07.2024 - 10.2025
- Oversaw end-to-end ticketing operations for domestic and international travel requests from partner agencies.
- Ensured 100% accuracy in fare quoting, booking, rebooking, and ticket issuance using Sabre & Amadeus GDS.
- Managed and checked email and call inquiries to ensure prompt and professional resolution.
- Coordinated with internal teams to resolve booking issues, cancellations, and schedule changes efficiently.
- Maintained process compliance and optimised workflow to ensure high efficiency, minimal errors, and timely delivery.
- Supported team and process improvements by sharing insights, identifying bottlenecks, and recommending solutions.
Team Lead – EE Process / WellPoint / Anthem
Convergys India Pvt. Ltd.
11.2013 - 04.2017
- Managed a team of 20 advisors, driving performance across CSAT, NPS, AHT, FCR, and DAT metrics.
- Directed daily claims operations, ensuring high accuracy and timely closure of insurance inquiries.
- Conducted call evaluations, coaching sessions, and performance improvement plans.
- Led weekly client reviews and calibration calls to maintain quality and uniformity.
- Managed real-time adherence and workflow efficiency across the floor.
- Prepared monthly scorecards, incentive reports, and dashboards, ensuring process compliance.
Team Coach / Acting Team Leader
Hutchinson 3 Global Services Pvt. Ltd.
06.2008 - 11.2013
- Evaluated calls, delivered structured coaching, and improved advisor quality scores.
- Handled escalations and customer issues with priority, ensuring quick resolutions.
- Conducted weekly calibrations for uniform scoring across quality teams.
- Managed team performance in the absence of the Team Leader; improved AHT, absenteeism, and RAG status.
- Led a team of 15 advisors for two years, managing KPIs, training, and capability building.
- Transitioned team to MBB Retentions (COTI) and consistently achieved daily retention and CSAT targets.
- Conducted OJT, certifications, mock calls, and end-to-end training for new joiners.
- Promoted to Acting Team Leader, managing a team of 10 with focus on OSAT, AHT & cross-sell.
- Maintained real-time SL, handled escalations, and supervised floor operations.
- Achievements: Star of the Quarter, Best Team Coach (Dec), Best Team Performance (Quarterly), Best Team Leader (OSA)
Senior Customer Service Executive → QAE → Quality Team Coach
WNS Global Services Pvt. Ltd.
08.2005 - 05.2008
- Managed flight, hotel, and car rental bookings; handled supervisory/agent-assist calls.
- Provided floor support and guided OJT batches.
- Conducted call audits, structured coaching, and improved quality scores.
- Mentored new joiners, led briefings, and conducted mock/live call evaluations.
- Attended site-level and client-level calibration calls to maintain uniformity.
- Published Quality & CSAT reports and performed data analysis for process improvements.
- Achievements: Star of the Quarter, Promoted to QAE (Jan 2007), Promoted to Quality Team Coach (Nov 2007)
Customer Service Executive – Voice Process (AT&T Wireless) WEX
Convergys India Pvt. Ltd.
04.2004 - 08.2005
- Assisted customers with warranty exchanges and troubleshooting mobile device issues.
- Provided product guidance and usage support to customers.
- Offered floor support, monitored team performance, and ensured adherence to process standards.
- Supported escalation handling and maintained workflow efficiency across the team.
Education
Bachelor of Commerce (B.Com) - undefined
St. Mira’s College
PuneHigher Secondary Certificate (H.S.C) - undefined
St. Mira’s College
PuneIndian Certificate of Secondary Education (I.C.S.E) - undefined
St. Helena’s Girls High School
DelhiSkills
Team Leadership & Coaching
Timeline
Coordinator – Travel Operations
Maazda Travel, USA
07.2024 - 10.2025
Team Lead – EE Process / WellPoint / Anthem
Convergys India Pvt. Ltd.
11.2013 - 04.2017
Team Coach / Acting Team Leader
Hutchinson 3 Global Services Pvt. Ltd.
06.2008 - 11.2013
Senior Customer Service Executive → QAE → Quality Team Coach
WNS Global Services Pvt. Ltd.
08.2005 - 05.2008
Customer Service Executive – Voice Process (AT&T Wireless) WEX
Convergys India Pvt. Ltd.
04.2004 - 08.2005
Bachelor of Commerce (B.Com) - undefined
St. Mira’s College
Higher Secondary Certificate (H.S.C) - undefined
St. Mira’s College
Indian Certificate of Secondary Education (I.C.S.E) - undefined
St. Helena’s Girls High School