Kapeel Annasaheb Kharape
Team Leader
Kalyan
Summary
- Total Experience – 15 Years - Team Leader – Concentrix Service Pvt. Ltd. for 7 years since Oct 2016. - Process Quality Evaluator – Concentrix Service Pvt Ltd. for 5 years - Senior Executive – IBM Daksh Pvt Ltd from Jun’08 - Physical Education Teacher – Tiny Tots’ English Medium high school from Jun’06.
Overview
9
9
years of professional experience
1
1
Language
Work History
Team Leader
Flipkart Process
- Customer Service (Inbound and Outbound)
- Conducting Daily Team Briefing advising of Targets and scores.
- Preparing Daily Reports.
- Keep a check on daily shrinkage and attrition as per the process requirement.
- Analysis and developing a strategy for the team to reach the goals.
- Handling Escalation Calls.
- Conducting Interviews as per requirements.
- Review weekly and monthly Quality Improvement and Performance.
- To get the Refresher Trainings conducted by the Training Team on a regular basis.
- Helping agents to manage complex queries.
Team Leader
Monsanto Process
- Product related end to end information (Crop sowing to Harvesting).
- Conducting Daily Team Briefing advising of Targets and scores.
- Preparing Daily Reports.
- Keep a check on daily shrinkage and attrition as per the process requirement.
- Analysis and developing a strategy for the team to reach the goals.
- Handling Escalation Calls.
- Conducting Interviews as per requirements.
- Review weekly and monthly Quality Improvement and Performance.
- Active participant in all weekly/Monthly/Quarterly reviews
- To get the Refresher Trainings conducted by the Training Team on a regular basis.
- Helping agents to manage complex queries.
- Responsible for providing day-to-day supervision for a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
- Identify performance related issues, develop an action plan for improvement and implement corrective action plans.
- To Ensure service delivered to our customers meets the contractual Key Performance Indicator (KPIs) and financial expectations.
- Communicate expectations to employees and provide timely updates.
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
- Agriculture based company providing service regarding Inbound & outbound.
Quality Evaluator
Monsanto Process
- Monitoring Calls for Quality purpose and giving feedback to the agents.
- Calibrations with the Client.
- Daily/Weekly interaction with the Client on Quality.
- Implementing quality improvement Initiatives.
- Tracking and reporting the Quality Vitality (training and feedback) Data
- Analyze quality trends and training requirements.
- Coordinating with operations for quality inputs and feedback
- Conduct Refresher Training for Associates
- Provide corrective actions to improve the process.
- Launch monthly PKT and share report to clients and Management.
- Forwarding names to Training team and Operations for training requirement basis PKT Evaluation.
- Conducting DIP Check.
- Calibrate the calls to access the advisor’s performance periodically & help in improving the process.
- Maintain all the required BPMS (Business process management system) documents.
Senior Executive
IBM Daksh Pvt Ltd
06.2008
- Handle the Inbound and outbound call.
- Provide the correct information to customers.
- Met the Performance targets.
- Focus on call quality.
- Attend the daily briefing.
- Implementing quality improvement Initiatives.
- Handling Escalation calls and queries.
- Take every feedback positively and work accordingly.
Datamatics Business Solutions Ltd
Team Leader
05.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
Team Leader
Concentrix Services Pvt Ltd
10.2016 - Current
- Handled Customer’s chat, Emails & Calls for queries regarding Deposit & Withdrawal on application.
- Manage AHT and ART
- Currently working and managing a team on chat, emails, and calls to resolve customer queries regarding Deposit & withdrawal application.
- Monitoring Quality for Agents on email and chat.
- Focus on CSAT improvement.
- Daily & weekly meet with client on performance.
Education
BP Ed - undefined
01-2004
BA - undefined
01-2003
HSC - undefined
01-2000
Skills
Accomplished Team Leader
Problem Solving Ability
Employee Motivation
Grading and Reporting
Timeline
Datamatics Business Solutions Ltd - Team Leader
05.2024 - Current
Team Leader - Concentrix Services Pvt Ltd
10.2016 - Current
Senior Executive - IBM Daksh Pvt Ltd
06.2008
Team Leader - Flipkart Process
Team Leader - Monsanto Process
Quality Evaluator - Monsanto Process
Shivaji University Kolhapur - BP Ed,
Shivaji University Kolhapur - BA,
Kolhapur - HSC,