Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Languages
Personal Information
Timeline
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Kirti Khokle

Ambarnath

Summary

Proven leader with a track record of enhancing team productivity and customer satisfaction at Hexaware Technologies. Excelled in coaching and mentoring, demonstrating exceptional leadership skills. Achieved significant improvements in CSAT and save rates through innovative strategies and a strong focus on customer relationships. Skilled in quality control and rapid learning, ensuring compliance and performance excellence.

Overview

2025
2025
years of professional experience

Work History

1) Team Lead

Hexaware technologies
04.2024 - Current
  • Conducted weekly evaluations to enforce governance on scheduling.
  • Performed regular assessments of team productivity.
  • Audits were performed.
  • Coordinated dissemination of successful strategies for boosting sales and retaining clients.
  • Monitored team performance against targets, taking corrective action where necessary.
  • Met client-specified benchmarks for save rate and CSAT.
  • Delegated tasks appropriately according to individual skill sets.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Oversaw SL along with queue management.

2) Leader - Operations

Drogheria Sellers PVT Ltd
05.2023 - 03.2024
  • Monitoring Queue and SLA.
  • Maintaining control over shrinkage and attrition.
  • Interval-wise briefings.
  • Team Management.
  • Individual feedback and training on quality scores.
  • Training and briefings on escalations received.
  • Identifying and highlighting cases for prior resolution.
  • Work closely with the team members to solve the customer problems.
  • Compiling reports on the team's performance and customer feedback.

3)Team Leader - Operations

Startek Pvt Ltd (Aegis Customer Support)
04.2019 - 04.2023
  • Monitoring Queue and SLA.
  • Daily pre shift briefings.
  • Maintaining control over shrinkage and attrition
  • Individual feedback and training on quality scores.
  • Calls, chats, and e-mail audits.
  • Training and briefings on escalations received.
  • Identifying and highlighting cases for prior resolution.
  • Reports on team performance.
  • Fortnightly and Monthly Calibrations.
  • Conducted regular performance reviews to assess individual team member progress.
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.

Quality Analyst

Startek Pvt Ltd (Aegis Customer Support)
  • Evaluating calls/chats/emails for CCTL, Inbound, Outbound, Email & Web-chat processes
  • Internal & External Calibrations on fortnightly and monthly basis
  • Root Cause Analysis (RCA)
  • TNI - Trainee Needs Inputs
  • Real time feedback
  • Call listening & briefing sessions
  • Quality reports (Daily & Monthly)
  • Live call barging.
  • Dip check - weekly, fortnightly & monthly
  • Quality Induction
  • BQM - Bottom Quartile Management.
  • Disposition-wise analysis.
  • Ensured compliance with company standards, regulations and procedures related to quality control.

Customer Service Representative

Startek Pvt Ltd (Aegis Customer Support)
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Handled escalated cases by customers on calls, chats, and emails.
  • CSAT calling.
  • Provided accurate information about products and services to customers.
  • Developed strong relationships with customers by providing personalized assistance and support.

Education

Bachelor's of Commerce - B.COM

R.K.Talreja college of Art, Science & Commerce
04-2019

Higher Secondary School Certificate - HSC

New English High School & Jr. College
03-2016

Secondary School Certificate -

Fatima High School & JR. College
03-2014

Skills

  • Hardworking
  • Leadership skills
  • Customer focus
  • Coaching and mentoring
  • Relationship building
  • Quick learner

Hobbies and Interests

  • Trekking
  • Dancing
  • Reading

Languages

  • English
  • Hindi
  • Marathi

Personal Information

  • Date of Birth: 02/09/98
  • Gender: Female
  • Nationality: Indian
  • Marital Status: Unmarried

Timeline

1) Team Lead

Hexaware technologies
04.2024 - Current

2) Leader - Operations

Drogheria Sellers PVT Ltd
05.2023 - 03.2024

3)Team Leader - Operations

Startek Pvt Ltd (Aegis Customer Support)
04.2019 - 04.2023

Quality Analyst

Startek Pvt Ltd (Aegis Customer Support)

Customer Service Representative

Startek Pvt Ltd (Aegis Customer Support)

Bachelor's of Commerce - B.COM

R.K.Talreja college of Art, Science & Commerce

Higher Secondary School Certificate - HSC

New English High School & Jr. College

Secondary School Certificate -

Fatima High School & JR. College

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Kirti Khokle