Harshal Patil
Pune
Summary
Experienced professional demonstrating strengths in team leadership and conflict resolution. Adapts to changing demands through strategic planning and performance assessment. Committed to fostering a positive workplace culture that prioritises customer excellence and staff development.
Overview
15
15
years of professional experience
Work History
Assistant Operations Manager
WNS Global Services Pvt Ltd
Nashik, India
06.2016 - Current
- Oversaw daily operations, including opening and closing procedures, to maintain store standards.
- Trained new employees on company policies, customer service excellence, and sales techniques.
- Monitored staff performance and developed improvement plans.
- Led weekly staff meetings to discuss targets, performance improvements, and customer feedback.
- Resolved escalated customer complaints by offering practical solutions and maintaining professionalism.
- Coordinated with senior management to implement strategic plans for revenue growth.
- Prepared detailed reports on weekly sales, expenses, and staff productivity for management review.
- Conducted performance reviews, providing constructive feedback and setting individual goals.
- Managed team rosters to guarantee optimal staffing levels during peak and off-peak hours.
- Monitored inventory levels, placing orders for stock replenishment to prevent shortages.
- Facilitated communication between staff and senior management, acting as a point of contact.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
- Organised staff training sessions on new product ranges, enhancing team knowledge and sales skills.
- Developed and maintained safety protocols to ensure a safe working environment for all employees.
- Advised senior management on facilities needs and delivered ongoing operational support.
Team Leader
OVS Solutions Pvt Ltd
Pune, India
10.2015 - 05.2016
- Facilitated regular team meetings to discuss progress, obstacles, and brainstorm solutions.
- Led a team of 15, fostering a collaborative environment to boost productivity and morale.
- Resolved conflicts within the team amicably, maintaining harmony and collaboration.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Managed project timelines and delegated tasks effectively, ensuring timely completion of objectives.
- Completed audits and risk assessments to achieve regulatory compliance.
- Developed comprehensive training programmes for new hires, enhancing team skill sets and performance.
- Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
Customer Service Representative
Vodafone Group
Pune, India
01.2012 - 10.2012
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Built rapport with customers through courteous and professional communications.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
Education
Bachelor of Arts - Politics
North Maharashtra University
Chopda, MH01-2015
Skills
- Employee training
- Performance management
- Revenue growth
- Inventory management
- Project management
- Strategic planning
- Operational support
- Customer relationship management
- Performance monitoring
- Report generation
- Staff scheduling
- Team leadership
- Outstanding customer service
- Complaint resolution
- Conflict resolution
- Productivity assessment
- Leadership
- Communication
Languages
English
Proficient
C2
Marathi
Proficient
C2
Hindi
Proficient
C2
Hobbies and interests
- Travelling
- Cooking
Timeline
Assistant Operations Manager
WNS Global Services Pvt Ltd
06.2016 - Current
Team Leader
OVS Solutions Pvt Ltd
10.2015 - 05.2016
Customer Service Representative
Vodafone Group
01.2012 - 10.2012
Bachelor of Arts - Politics
North Maharashtra University