Ganesh Chavan
WFM Manager
Pune
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Senior Analyst - WFM
Concentrix Daksh Services India Pvt Ltd
Pune
Manager, WFM
Concentrix Daksh Services India Pvt Ltd
Pune
06.2021 - Current
- Cross-trained existing employees to maximize team agility and performance.
- Maintained professional, organized, and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers and suppliers through account development.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Managed and motivated employees to be productive and engaged in work.
- Developed and implemented business strategies to achieve business goals and stay competitive.
Deputy Manager WFM
Concentrix Daksh Services India Pvt Ltd
Pune
06.2019 - 06.2021
- Excellent communication skills, both verbal and written.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Learned and adapted quickly to new technology and software applications.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Assistant Manager WFM
Concentrix Daksh Services India Pvt Ltd
Pune
06.2016 - 06.2019
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Senior Analyst - WFM
Concentrix Daksh Services India Pvt Ltd
Pune
06.2013 - 06.2016
- Investigated system issues and implemented resolutions to reduce downtime.
- Validated results and performed quality assurance to assess accuracy of data.
- Developed complex dashboard and reporting tools to track business performance metrics.
- Collaborated with stakeholders to identify business needs and data sources.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Analyzed data to identify root causes of problems and recommend corrective actions.
WFM Analyst
Concentrix Daksh Services India Pvt Ltd
Pune
10.2010 - 06.2013
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
- Created training materials for new employees to provide information about attendance guidelines.
Senior Customer Service Associate
Concentrix Daksh Services India Pvt Ltd
Pune
06.2009 - 10.2010
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Customer Service Associate
Concentrix Daksh Services India Pvt Ltd
Pune
11.2007 - 06.2009
- Informed customers about special promotions and provided detailed information for various products.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Team Leader
Spanco Telesystems & Solutions Pvt Ltd
Pune
03.2005 - 08.2007
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Sr. Customer Service Associate
SPARSH TELESYSTEMS AND SOUTIONS
Education
Bachelor of Commerce -
Pune University
Pune 03.2016 - 03.2020
Skills
Staff Management
Strategic planning
Operations management
Business planning
Improvement initiatives
Verbal and written communication
Timeline
Manager, WFM
Concentrix Daksh Services India Pvt Ltd
06.2021 - Current
Deputy Manager WFM
Concentrix Daksh Services India Pvt Ltd
06.2019 - 06.2021
Assistant Manager WFM
Concentrix Daksh Services India Pvt Ltd
06.2016 - 06.2019
Bachelor of Commerce -
Pune University
03.2016 - 03.2020
Senior Analyst - WFM
Concentrix Daksh Services India Pvt Ltd
06.2013 - 06.2016
WFM Analyst
Concentrix Daksh Services India Pvt Ltd
10.2010 - 06.2013
Senior Customer Service Associate
Concentrix Daksh Services India Pvt Ltd
06.2009 - 10.2010
Customer Service Associate
Concentrix Daksh Services India Pvt Ltd
11.2007 - 06.2009
Team Leader
Spanco Telesystems & Solutions Pvt Ltd
03.2005 - 08.2007
Senior Analyst - WFM
Concentrix Daksh Services India Pvt Ltd
Sr. Customer Service Associate
SPARSH TELESYSTEMS AND SOUTIONS