Kalpesh Patil
Acting Assistant Manager - Operations
Nashik
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
Work History
Acting Assistant Manager
WNS Global Services PVT LTD.
09.2022 - Current
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Started career as analyst then got promoted as Mentor, Quality analyst, Subject matter expert, Supervisor.
- Have handled 45+ OJT analysts at same time and currently handling a team size of 15 analysts and 150+ Employees (NH, Associate, Sr. Associate, Lead Associate) Along with 8 SMEs and responsible for overall people, performance and delivery metrics for team and account level.
- Responsible to meet client agreed SLAs and performance parameters.
- Preparing Weekly, Monthly and Quarterly team review slides to showcase highlights and value adds to the business
- Analyzing data to understand RED alerts and accordingly prepare and execute plans to maintain accuracy parameters
- Developed strong interpersonal relationship with the team to cohesively bond them together with the costumer and integrate them with vision and core values of customer
- Managing bottom quartile effectively to get overall performance improvement and taking required corrective measures.
- Point of contact for the team and senior management through effective communication on key deliverables
- Ensuring quality reporting and working with operation manager to build highly effective measurement and reward system based on performance data
- Assisting in scheduling and time management, prioritize and allocate work accordingly to utilize sources.
- Evaluate and co-ordinate for operational, administrative, IT and HR related issues for the team
- Managing team performance and identifying training opportunities and ensure required training conducted by training team
- Managing escalations in performance and preparing action plan with execution.
- Providing hands on assistance, sharing information proactively and troubleshoot problems for team, both through direct and skip level intervention and mentoring
- Mentoring 8+ SMEs, Trainers and Quality analysts by giving them insights on how to manage people and queries.
- Covering feedbacks and coaching them on daily basis
Senior Associate
WNS Global Services PVT LTD
Nashik
09.2021 - 09.2022
- Subject matter expert handling 80+ employees on zoom call and on floor.
- Checking quality of important clients and making RCA Solving queries, mentoring people issues related to IT.
- Handling 30+ employees as SME under manager.
- Managing team performance reports and identifying training opportunities.
- Motivating team to achieve organizational goals and empowering team members with skills to improve their confidence and product knowledge.
- Working with manager to develop new plans to improve process accuracy tracking efficacy of feedback and training
- Conducting training for new team members.
- Conducted in-depth research to inform decision-making processes and support strategic planning initiatives.
- Championed best practices in quality assurance, consistently delivering error-free work products that exceeded client expectations.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and organization.
Associate
WNS Global Services PVT LTD
09.2020 - 09.2021
- Responsible for complete required production.
- Mentoring 10+ new hires and tracking their performance daily basis. Working as quality analyst for priority clients.
- Helping others in their queries.
- Served as an escalation point-of-contact, effectively handling sensitive situations requiring urgent attention or specialized knowledge.
Neem Trainee
WNS Global Services PVT LTD
09.2019 - 08.2020
- Started career as analyst got promoted as Quality analyst as a result of strong determination and hard work as a Subject matter expert in very short span.
Education
B.E. (Computer) -
PVGCOE Nashik
Nashik, Maharashtra 04.2016 - 04.2022
Skills
Self-motivated with the ability to work independentlyundefined
Activities
- Subject Matter Expert
- Target driving assistance
- Trained 20+ trainee associates
- Conducting QA on daily basis for the team
- Data collection, observing the trend and preparing reports as requested
- Team member of Brainwave Fusions and Idea Generation Team
Timeline
Acting Assistant Manager
WNS Global Services PVT LTD.
09.2022 - Current
Senior Associate
WNS Global Services PVT LTD
09.2021 - 09.2022
Associate
WNS Global Services PVT LTD
09.2020 - 09.2021
Neem Trainee
WNS Global Services PVT LTD
09.2019 - 08.2020
B.E. (Computer) -
PVGCOE Nashik
04.2016 - 04.2022