Kanchan Patro
Pune,MH
Summary
- Accomplished Team Leader with a proven track record at Fareportal, enhancing team productivity and customer satisfaction through effective problem-solving and people management. Skilled in coaching and mentoring, I excel in fostering teamwork and collaboration, significantly improving service quality and operational efficiency.
- Organized, positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
- To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Team Leader
Fareportal
08.2019 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Developed effective improvement plans in alignment with goals and specifications.
- Conducted regular reviews of operations and identified areas for improvement.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
Customer Service Executive
Tech Mahindra
07.2017 - 11.2018
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
Customer Service Executive
Convergys
10.2015 - 02.2017
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Increased efficiency and team productivity by promoting operational best practices.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Education
No Degree - Bachelor of Commerce
Bhuvaneshwar University
Bhuvaneshwar04.2012
No Degree - H.S.C
Pune University
Pune06.2008
No Degree - S.S.C
Carmel Convent
Khopoli06.2006
Skills
- Problem-Solving
- Team Supervision
- Team motivation
- Teamwork and Collaboration
- People Management
- Quality Improvement
- Coaching and Mentoring
- Mentoring
- Coaching
- Call Center Operations
- Self Motivation
- Multitasking Abilities
Timeline
Team Leader
Fareportal
08.2019 - Current
Customer Service Executive
Tech Mahindra
07.2017 - 11.2018
Customer Service Executive
Convergys
10.2015 - 02.2017
No Degree - Bachelor of Commerce
Bhuvaneshwar University
No Degree - H.S.C
Pune University
No Degree - S.S.C
Carmel Convent
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