HARISH PAGARE
Bussiness Process Lead at Tata Consultancy Services
Navi Mumbai,MH
Summary
People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
17
17
years of professional experience
2
2
Certifications
4
4
Languages
Work History
TEAM LEADER
Tata Consultancy Services
09.2011 - Current
- Currently leading a team of Level 1 customer service professionals for a U.S.-based firm, McKinsey & Company.
- Managing and guiding the team to resolve the queries of McKinsey members related to Travel and Expense.
- Using tools like Aravo for onboarding the firm members, Coupa for generating invoices, and OSM, a ticketing tool.
- Conducted regular client meetings related to process updates, SOPs, SLAs, and AHT, etc.
- Coordinated team activities and delegated tasks to ensure the efficient completion of projects.
- Developed strategies for problem-solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team members' progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Created training materials and conducted group training sessions on new processes or procedures.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Collaborated with other departments to ensure alignment of goals across teams.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Offered training and support to keep team members motivated and working toward objectives.
CUSTOMER CARE EXECUTIVE
IBM Daksh
10.2010 - 09.2011
- Developed and maintained relationships with customers to ensure their satisfaction.
- Investigated customer complaints and provided solutions within acceptable time frames.
- Created detailed reports of customer interactions for internal records keeping purposes.
- Analyzed call data to determine areas of improvement in the customer care process.
CUSTOMER SERVICE ASSOCIATE
Aditya Birla Minacs
10.2008 - 09.2010
- Worked closely with other departments to ensure quality customer service delivery.
- Assisted management with the development of new strategies for improved customer satisfaction.
- Tracked performance metrics and identified areas needing improvement in order to meet established targets.
Education
Bachelors in LLB -
Mumbai University
Bachelor of Arts - Political Science and Geography
Mumbai University
Master of Arts PART I - Political Science
Mumbai University
Skills
Mentoring
Shift Scheduling
Work Planning
Team Supervision
People management
Quality improvement
Certification
ITIL FOUNCATION CERTIFICATION
Accomplishments
- XCELERATE WARRIOR CERTIFICATE
- ON THE SPOT TEAM AWARD
- STAR PERFORMER AWARD
- SERVICE AND COMMITMENT AWARD
ACTIVITIES AND HONORS
- FREE CAREER GUIDE TO STUDENTS
- MOTIVATIONAL SPEAKER
Timeline
TEAM LEADER
Tata Consultancy Services
09.2011 - Current
CUSTOMER CARE EXECUTIVE
IBM Daksh
10.2010 - 09.2011
CUSTOMER SERVICE ASSOCIATE
Aditya Birla Minacs
10.2008 - 09.2010
Bachelor of Arts - Political Science and Geography
Mumbai University
Master of Arts PART I - Political Science
Mumbai University
Bachelors in LLB -
Mumbai University