GANESH KAMBLE
MUMBAI, MAHARASHTRA
Summary
Dependable Team Leader with track record of success in great customer service, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Team Leader - Customer Experience
TATVARTHA HEALTH PVT. LTD
GOREGAON, MUMBAI
10.2022 - Current
- Handled a team of 20 customer service advisors who were handling Calls, Chats, Emails & Social Media Support.
- Driven the team to make sure the quality of customer service is excellent and resolution is given on time.
- Offered training and support to keep team members motivated and working toward objectives.
- Reviewed completed work to verify consistency, quality and conformance.
- Fostered positive employee relationships through communication, training and development coaching.
- Completed daily quality assurance duties to provide feedback for improvements.
- Interviewed and selected potential new team members from list of candidates recommended by recruitment team.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Identified needs of customers promptly and efficiently.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Set specific goals for projects to measure progress and evaluate end results.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Team Leader - Customer Experience
TECH MAHINDRA BUSINESS SERVICES
MALAD, MUMBAI
11.2019 - 09.2022
- Handled a customer service chat, calls, emails and social media support team members of 25 people under me.
- Delivered customer support to high call load each shift.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
Customer Service Associate - NRI Banking
CONCENTRIX SERVICES PVT. LTD
ANDHERI, MUMBAI
10.2015 - 04.2018
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Consulted with customers regarding needs and addressed concerns.
- Followed policies and procedures to meet or exceed established performance requirements.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Explained benefits, features and recommendations to maximize client retention.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Customer Service Associate
SILGATES SOLUTIONS PVT. LTD
ANDHERI, MUMBAI
08.2013 - 09.2015
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Managed high-volume of inbound and outbound customer calls.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
Bachelor of Commerce - GRADUATE
MUMBAI UNIVERSITY
SANTACRUZ, MUMBAI, MAHARASHTRA04.2022
Associate of Science - HIGHER SECONDARY CERTIFICATE
VIVA COLLEGE OF SCIENCE & COMMERCE
VIRAR, MUMBAI, MAHARASHTRA05.2013
SENIOR SECONDARY CERTIFICATE -
SUBHASH PUBLIC HIGH SCHOOL
GIRDIH, JHARKHAND05.2010
Skills
- Staff Training
- Team Supervision
- Flexible Schedule
- Performance Evaluations
- Complaint Resolution
- Onboarding and Orientation
- Coaching and Mentoring
- Leadership
- Call Center Operations
- Analytical Thinking
- People Management
- SOP Adherence
- MS Office & Excel
Languages
English
First Language
English
Advanced
C1
Hindi
Advanced
C1
Marathi
Upper Intermediate
B2
Accomplishments
- Recognized as Employee of the Year 2021-22 for outstanding performance and team contributions.
- Created highly effective new program that significantly impacted efficiency and improved operations.
- Led team to achieve customer service quality, earning recognition from upper management and financial reward.
- Consistently maintained high customer satisfaction ratings.
Additional Information
- The company is relocating to Gujarat and I am not comfortable to relocate there.
- Last CTC was 8 LPA.
- Family consists of Mother, Father, younger brother and spouse.
Timeline
Team Leader - Customer Experience
TATVARTHA HEALTH PVT. LTD
10.2022 - Current
Team Leader - Customer Experience
TECH MAHINDRA BUSINESS SERVICES
11.2019 - 09.2022
Customer Service Associate - NRI Banking
CONCENTRIX SERVICES PVT. LTD
10.2015 - 04.2018
Customer Service Associate
SILGATES SOLUTIONS PVT. LTD
08.2013 - 09.2015
Bachelor of Commerce - GRADUATE
MUMBAI UNIVERSITY
Associate of Science - HIGHER SECONDARY CERTIFICATE
VIVA COLLEGE OF SCIENCE & COMMERCE
SENIOR SECONDARY CERTIFICATE -
SUBHASH PUBLIC HIGH SCHOOL