Harsh Paneri
Mumbai
Summary
Successful team member experienced in supervisory roles over 9 years in industry. Trained in different areas of production and always ready to guide or assist team members. Brings attention to detail, organizational skills and critical thinking abilities to solve diverse problems. Being Flexible at work keeps me motivated to learn new things and deliver it to the larger population on the floor.
Overview
10
10
years of professional experience
Work History
Operations Team Leader
Foundever
06.2024 - Current
- Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
- Set schedules and oversaw daily workflow.
- Contributed to interviewing process and made new hire recommendations.
- Managing chats and calls LOB.
- Coaching and feedback to fill the gap and ensure best customer service is delivered.
- Follow up to check the improvement in the call/chat taking skills.
- Interacting with the clients to address the process requirements and changes or any modification required.
Operations Team Leader
Tech Mahindra
11.2022 - 04.2024
- Three - UK based Process.
- Joined as a Team Leader for Retentions.
- Handled multiple skillsets ( Retentions and Customer service )
- Coaching the advisors how to retain the customer and upgrading their contract.
- Daily Team and TL call listening sessions to be conducted to fill the gap and Improve the performance.
Operations Team Leader
Concentrix
04.2018 - 01.2022
- Optus - Australia Based Process.
- Joined as a Technical support representative.
- Troubleshooting and resolving issues with Internet and landline.
- Got an opportunity to handle New hire batches as Subject matter Expert.
- Promoted as a Team Leader in 2019.
Specialist
Sterling Talent Solutions
08.2016 - 03.2018
- CRIM - US based Process.
- Processing Criminal Background check for Job applicants.
- Accessing US judicial websites to understand the Case severity and report it as per Clients requirements.
- Conducted Training sessions for new hires.
Customer Service Representative
Serco
11.2014 - 08.2016
- Etisalat - UAE based process
- Assisting customer over calls on Technical and Billing concerns
- Troubleshooting for Internet, Television (STB) and landline issues.
- Adding Value to the services by upselling newly launched routers for smoother internet experience.
- Handled Escalation calls for more then a year.
Education
HSC -
Mumbai University
2014
SSC -
NIOS board
2012
Skills
- Staff performance management
- Conflict Management
- Remote team management
- Team performance analytics
- Workflow management
- Task delegation
- Team member engagement
- People Management
Timeline
Operations Team Leader
Foundever
06.2024 - Current
Operations Team Leader
Tech Mahindra
11.2022 - 04.2024
Operations Team Leader
Concentrix
04.2018 - 01.2022
Specialist
Sterling Talent Solutions
08.2016 - 03.2018
Customer Service Representative
Serco
11.2014 - 08.2016
HSC -
Mumbai University
SSC -
NIOS board
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