Harshad Kambli
Customer Support Manager
Navi Mumbai
Summary
Experienced Customer Support Manager bringing 11 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
23
23
years of professional experience
2
2
years of post-secondary education
Work History
Operations Manager, Customer Experience
Hinduja Global Solutions Ltd. - Interactive
Mumbai
05.2023 - Current
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Monitored email and Social Media Interactions through random Quality checks along with Quality on Quality for supervisors to ensured improvement in customer experience.
- Analyzed and reported on key performance metrics to senior management.
- Ensured Client metrics viz. SLA, ART, Productivity and Quality were met.
- Actively participated on calls related to process enhancement tools.
- Presented weekly and monthly Business Reviews to client.
Customer Support Manager
RN Chidakashi Technologies Pvt Ltd
Mumbai
09.2020 - 10.2022
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks and drove performance via Quarterly PMS.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Created
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Planned, created, tested and deployed SOP's to produce high quality systems to meet and exceed customer expectations.
- Actively collaborated with stakeholders of CRM tools as well as Cloud Telephony partners like Zendesk, Freshdesk, Capture, Ozonetel, Aircall etc. for better solutions and improved customer experience.
- Managed ORM Team and their activities by auditing review data and comments.
- Evaluate review and survey data of social media platforms for trends and anomalies.
- Identify negative messages and help the team craft adequate messages to mitigate risk.
- Contribute to the brand’s excellent reputation by regularly reviewing information about the product from different channels.
- Submit monthly report to the management.
Assistant Customer Support Manager
RN Chidakashi Technologies Pvt. Ltd
Mumbai
02.2020 - 08.2020
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Led projects and analyzed data to identify opportunities for improvement.
- Managed quality assurance program, including evaluations, internal audits and customer surveys.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Managed team of 05 employees, overseeing hiring, training and professional growth of employees.
- Participated in team-building activities to enhance working relationships.
- Created plans and communicated deadlines to complete projects on time.
- Coordinated with the Legal Team by maintaining documentation required for Chargebacks and Federal Trade commission escalations.
- Handled 10 calls per day to address customer inquiries and concerns
Assistant Customer Service Manager
Wipro Limited, Digital Operations and Platforms
Mumbai
01.2016 - 11.2019
- Responsible for a growing team of 80 plus specialists.
- Maintained process flows for different projects.
- Create Quality Audit Sheets for current and new Projects.
- Presented monthly and quarterly reviews to reporting Manager and Client.
- Assist client in Automation requirements in projects handled.
- Completed Delta Comfort Plus Transition - 4 Phases.
- Certified Facilitator by Delta Airlines, facilitated Process Trainings for various New Hire training batches along with various Project and Queues Trainings for Project Team work groups.
- Created Training story-Board's.
- Performance reviews for reporting Trainers and Team Leaders.
- Participated in weekly Performance discussions and TNI's with Clients.
- Planned, created, tested and deployed SOP's to produce high quality systems to meet and exceed customer expectations.
- Research new projects and pitch to clients based on expertise and product knowledge.
- Conducted "UP! the Service" trainings for various new hire batches for Travel and Transportation Business Unit.
Team Leader
Wipro BPS
Mumbai
01.2010 - 01.2016
- Built strong relationships with customers through positive attitude and attentive response.
- Positioned as go-to person for up to 48 staff members, troubleshooting complex administrative and training issues promptly.
- Mentored and guided employees to foster proper completion of assigned duties.
- Assisted Trainers with new hire processing and existing training programs.
- Led team of 24 members while providing exceptional customer service.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Coordinated weekly meetings for internal and external groups, including teleconferences and videoconferences, interacting with all levels of management.
- Cross-trained and provided backup support for organizational leadership.
- Led BCP events as scheduled by higher management.
Quality Analyst
Wipro Spectramind
Mumbai
01.2004 - 01.2010
- Handled quality checks for Reservations(Voice),Promotions(Voice), Callable Queues(Voice) and Non Callable Queues(Outbound/Back Office).
- Generated Quality reports along with weekly Root Cause Analysis and monthly Top Defect Analysis with improvement action plan.
- Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
- Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies.
- Compiled and distributed weekly feedback through TNI's to team leaders and managers to improve service time and quality while increasing productivity.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Created and revised procedures, checklists and job aids to reduce errors.
- Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
- Performed regular Knowledge checks by using Quiz's.
- Used presentations, flowcharts and graphs detailing data analysis results.
Customer Service Associate
Spectramind Services Pvt. Ltd
Mumbai
12.2002 - 01.2004
- Inbound and Outbound calls Reservations, Ticketing and reissue, Schedule Changes, Wait-list Clearance.
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Associate
I2I Media Limited
Mumbai
05.2000 - 09.2002
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Demonstrated items to customers and created customer awareness, interest and sales.
Education
Bachelor of Commerce - Accounts
Pt. Ravishankar Shukla University
Raipur, Chattisgarh 03.2010 - 03.2012
HSC Science -
Higher Secondary Education
Patuck Polytechnic Jr. College 03.1995 - 03.1997
SSC -
School Secondary Education
Mumbai 03.1994 - 03.1995
Skills
Project Management
Training and mentoring
Inter-department collaboration
Analytical problem solver
Coaching and mentoring
Advance Excel
Research and due diligence
Performance Management
Process Transition
Accomplishments
- WHITE PAPER PROJECT. Wipro BPS - Documented and resolved Quality scores data scrubbing project which led to Quality vs Productivity enhancement .
- LEAN SIX SIGMA-, Wipro BPS - Achieved Early Warning System Tracking mechanism by introducing SYSTEM QUALITY MONITORS TRACKING for Travel and Transportation process.
- LEAN SIX SIGMA-PRODUCTIVITY DATA MANAGEMENT AND ENHANCEMENT Wipro BPS - Individual Associates daily, weekly, and monthly productivity was tracked with help of pivots and Power BI tool. Helped identify Top performers and Outliers.
- LEAN SIX SIGMA-SHRINKAGE MANAGEMENT Wipro BPS - Implemented an Attendance and Leave planning mechanism to track team, queue as well as process shrinkage.
- Delta Comfort Plus Transition - Was chosen to travel to Delta Airlines Headquarters in Atlanta to discuss the workflow, trainings, process execution and headcount requirement with the POC's.
- Successfully transitioned Callable Queues work group from Wipro, Mumbai to Delta, Singapore.
- SME for Delta Northwest Merger Transition.
Additional Information
Valid USA Visa till Year 2025
Timeline
Operations Manager, Customer Experience
Hinduja Global Solutions Ltd. - Interactive
05.2023 - Current
Customer Support Manager
RN Chidakashi Technologies Pvt Ltd
09.2020 - 10.2022
Assistant Customer Support Manager
RN Chidakashi Technologies Pvt. Ltd
02.2020 - 08.2020
Assistant Customer Service Manager
Wipro Limited, Digital Operations and Platforms
01.2016 - 11.2019
Bachelor of Commerce - Accounts
Pt. Ravishankar Shukla University
03.2010 - 03.2012
Team Leader
Wipro BPS
01.2010 - 01.2016
Quality Analyst
Wipro Spectramind
01.2004 - 01.2010
Customer Service Associate
Spectramind Services Pvt. Ltd
12.2002 - 01.2004
Customer Service Associate
I2I Media Limited
05.2000 - 09.2002
HSC Science -
Higher Secondary Education
03.1995 - 03.1997
SSC -
School Secondary Education
03.1994 - 03.1995