Summary
Overview
Work History
Education
Skills
Core Competencies
Accomplishments
Timeline
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HIMANSHU CHINTOLE

Pune

Summary

Personable and dedicated customer service manager with almost eight years of experience in global operations. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience

Work History

Subject Matter Expert

British Gas (EXL)
Pune
03.2024 - Current
  • Provided high-quality support via phone, chat, and email while meeting service benchmarks.
  • Collaborated with cross-functional teams to reduce resolution time by 20%.
  • Coached Customer Service Associates to enhance problem-solving skills and improve performance.
  • Resolved customer escalations effectively while maintaining satisfaction levels.
  • Addressed customer escalations promptly, maintaining strong satisfaction metrics.

Team Manager

Amazon Development Center
Pune
09.2020 - 01.2024
  • Managed team of 25-30 professionals overseeing B2B operations across India, US, UK, and Middle East markets.
  • Resolved escalated customer calls for critical issues, ensuring prompt and effective solutions.
  • Drove productivity and maintained quality through strategic planning and performance tracking.
  • Implemented data-driven strategies, refining operational processes to enhance efficiency and customer satisfaction.
  • Collaborated with cross-functional teams to streamline workflows and improve customer experience.
  • Scaled Complaint Resolution Team from four to 15 advisors, increasing complaints handled from 30 to 110 monthly.
  • Reduced complaint resolution time by 66%, decreasing average time from 20-30 days to 7-10 days.
  • Enhanced Average Handle Time by 34%, reducing it from 2500 seconds to approximately 1650 seconds per interaction.
  • Created performance dashboards using Power BI and Excel for informed decision-making.

Resolution Specialist

Amazon Development Center
Pune
08.2019 - 09.2020
  • Strengthened problem-solving skills of Customer Service Associates, enhancing overall team performance.
  • Effectively resolved customer escalations, ensuring high satisfaction levels maintained.

Customer Service Associate

Amazon Development Center
Pune
05.2017 - 08.2020
  • Recognized as Connection Champion for exceptional leadership and team management across multiple quarters.
  • Awarded Best Mentor in 2022 and 2023, alongside Sensei Award for outstanding coaching and team development.
  • Received Outstanding Performance Award twice for excellence in customer service and effective problem resolution.

Education

Bachelor of Engineering - Electronics and Telecommunications

05.2017

Higher Secondary Certificate -

01.2013

Secondary School Certificate -

01.2011

Skills

  • Power BI and Excel expertise
  • Data modeling and automation
  • SharePoint workflows and collaboration
  • SQL query optimization
  • Prompt engineering for AI
  • Advanced PowerPoint presentations

Core Competencies

  • Customer experience enhancement
  • Effective verbal and written communication skills
  • Passion for constant improvement, learning new things, and performing root cause analysis
  • Team Leadership & Development
  • Performance Metrics Optimization
  • Business Process Improvement
  • Quality Assurance Practices
  • Cross-Functional Collaboration
  • Data-Driven Decision Making
  • Performance Analysis & Reporting
  • Adaptability
  • Emotional Intelligence
  • Time Management
  • Risk and conflict management
  • Fast typing
  • MS Office Suite Proficiency

Accomplishments

  • Recognized as Connection Champion across multiple quarters for exceptional leadership and team management
  • Awarded Best Mentor (2022 and 2023) and the Sensei Award (2023) for consistent excellence in coaching and team development
  • Received the Outstanding Performance Award twice for excellence in customer service, and effective problem resolution

Timeline

Subject Matter Expert

British Gas (EXL)
03.2024 - Current

Team Manager

Amazon Development Center
09.2020 - 01.2024

Resolution Specialist

Amazon Development Center
08.2019 - 09.2020

Customer Service Associate

Amazon Development Center
05.2017 - 08.2020

Bachelor of Engineering - Electronics and Telecommunications

Higher Secondary Certificate -

Secondary School Certificate -

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