Jyoti Kawade

Joined as Assoc Manager and Managed Netflix’s Voice and chat support team of 20 agents.

• Ensured KPI targets for RCR, AHT, login, and SADH were met.
• Coordinated with WFM team for leave planners and rostering reports.
• Forecasted TNI and planned refreshers for CSR teams.
• Conducted coaching, daily reviews, and interviews for Mumbai, Bhopal, and Chennai locations.
• Awarded as Best Team Manager for 3 quarters consistently in 2023.
• Conducted Interviews and certifications for B1, B2 H1B candidates.
• Promoted to Sr. Associate Manager – PMO in 2023. Assisted the India Head with key administrative and strategic tasks, including preparing weekly newsletters and business updates, managing client visits for prospects and newly onboarded logos, and handling complex calendar management, meeting scheduling, and one-on-one coordination with key leaders. Documented and circulated minutes of meetings (MoM) and ensured timely follow-ups on open action items. Successfully organized the annual Leadership Summit, overseeing end-to-end logistics such as guest management, travel, and accommodation arrangements.
• Led cross-functional teams to enhance operational efficiency and streamline processes.
• Developed strategic initiatives that improved customer satisfaction and service delivery.
• Mentored junior associates, fostering skill development and promoting a collaborative work environment.
• Analyzed performance metrics to identify areas for process improvement and cost reduction.
• Collaborated with management to devise solutions for complex client challenges, enhancing service quality.
• Implemented training programs that increased team productivity and reduced onboarding time.
• Oversaw project timelines, ensuring alignment with organizational goals and client expectations.
• Championed change management efforts during organizational restructuring periods.
• Facilitated regular performance reviews, providing constructive feedback to drive employee engagement and growth.
• Managed multiple high-priority projects simultaneously, ensuring timely completion and optimal results.
• Identified opportunities for business growth by conducting market research and analyzing industry trends.
• Streamlined internal processes by introducing automation tools and technology solutions.
• Developed comprehensive training programs for new hires, ultimately improving overall team performance and productivity.
• Presented data-driven insights to executive leadership, informing critical business decisions.
• Optimized resource allocation by creating detailed project scopes, budgets, timelines, and staffing plans.

• Led the Escalations Team handling 40 advisors, 2 team managers, and 2 senior executives.
• Managed regulatory complaints and call center audits for VOICE, CHAT, and EMAIL channels.
• Coordinated with PG groups and updated regulatory portals.
• Developed JIO Fiber process modules and KB&T2R for L1 assistance.
• Handled Regulatory Compliance for NCH, TRAI and DOT.
• Led team in executing strategic initiatives, enhancing operational efficiency across multiple departments.
• Streamlined communication processes between teams, fostering collaboration and reducing project turnaround times.
• Managed inventory systems to optimize resource allocation and reduce costs effectively.
• Developed and implemented training programs that improved employee performance and engagement.

• Led the lead generation and sales process with a team of 50 tele callers and 12 field sales managers.
• Managed cold data procurement and client site visits.
• Developed and implemented training programs that improved employee performance and engagement.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.

• Oversaw Flipkart’s ECOM inbound process with 80 CSRs and 4 TLs.
• Conducted BAU and OJT Batches, focusing on AHT drivers and process improvements.
• Streamlined communication processes between teams, fostering collaboration and reducing project turnaround times.
• Mentored junior staff, providing guidance and support to cultivate professional development within the team.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
• Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.

• Managed outbound retention processes with a team of 60 tele callers and 16 field executives.
• Achieved centralized business for multiple regions and handled various retention subprocesses.
• Analyzed performance metrics to identify areas for improvement, driving continuous process enhancements.
• Mentored junior staff, providing guidance and support to cultivate professional development within the team.
• Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
• Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
• Facilitated clear communication between employees and upper management through regular meetings and updates.
• Facilitated team-building activities, enhancing team cohesion and morale.

• Handled outbound processes for Dish and TNS.
• Conducted bulk calls and managed survey tracking.
• Coordinated with stakeholders to align project goals with organizational objectives.
• Analyzed performance metrics to identify trends and drive data-informed decision-making.
• Mentored junior team members, providing guidance and support to enhance their career progression.
• Led change management initiatives to facilitate organizational restructuring efforts and improve overall performance.
• Set clear team goals and delegated tasks and set deadlines.
• Evaluated team processes regularly, recommending adjustments to enhance overall productivity.

• Managed MNP retention for MUM and ROM circles.
• Conducted performance reviews and coordinated with external clients.
• Developed systems of organization and efficiency to increase production.
• Developed and implemented process improvement strategies, resulting in increased efficiency across departments.

• Led outbound lead generation and sales process.
• Maintained daily dashboards and reports.

• Managed inbound calls for Airtel DTH Pan India.
• Supervised a team of 15 associates and tracked SLA and AHT targets.
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Worked well in a team setting, providing support and guidance.
• Worked flexible hours across night, weekend, and holiday shifts.