KRISHNAKANT MAHAJAN
Team Manager
THANE
Summary
Results-oriented Electronics Engineer with over 5 years of professional experience in the service industry. Committed to delivering exceptional customer service and driving sales in esteemed organizations. Known for exceptional multitasking abilities as a Team Leader and excelling at implementing new initiatives. Creates a dynamic and positive workplace culture that aligns with the organization's mission and values. Skilled in leading and developing talent to support senior managers and upper management in decision-making processes, resulting in improved productivity. Demonstrates strong organizational and communication skills, meticulous attention to detail, and accuracy, all contributing to effectiveness in this role.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work History
Team Manager
Capita
03.2023 - Current
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Recruited, interviewed and hired individuals adding value, dedication and knowledge to sales team.
- Conducted regular performance reviews, identifying areas of improvement and providing guidance for professional growth.
- Implemented sales tracking systems to monitor individual and team progress towards achieving set targets.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed team of customer service representatives, fostering positive work environment focused on teamwork and collaboration.
- Created centralized audit and feedback system for process using automation.
- Conducted sales pitch training to enhance pitching on every type of scenario.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Increased sales conversion from 2% to 8%
Team Leader
Sutherland - International Chat Process (Netflix)
6 2021 - 03.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Implemented and developed customer service training processes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Team Leader
Teleperformance -International Voice/Chat (Apple RCC)
08.2020 - 06.2021
- Achieved and exceeded sales goals for 4 consecutive months.
- Implemented new marketing initiatives to drive sales and improve overall performance.
- Trained approximately 150+ new sales associates in 2 months.
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Led regular team meetings to keep sales personnel motivated with tips, techniques and relevant information.
- Managed 50-member sales team activities to consistently meet sales quotas.
- Expanded company customer base and cemented market presence by implementing strategic sales plans.
- Built strong team by recruiting and developing top sales talent.
- Monitored sales team performance and provided constructive feedback.
- Created and implemented strategies for improving operational efficiency and accuracy.
- Performed root cause analysis in deficient areas to identify and resolve central issues for close rate and TMS.
- Trained, mentored and directed team of 50+ specialists,supervisors,Quality analysts,Assistant Managers.
- Supported launch of Apple India Online Store.
Team Leader
Teleperformance - International Voice (Etisalat)
08.2019 - 07.2020
- Increased customer retention, satisfaction by closely monitoring team member performance and assessing problematic practices.
- Led team of 15-20 members while providing exceptional customer service.
- Built strong relationships with customers through positive attitude and attentive response.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching goals.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Helped set, manage objectives for quality, productivity and compliance.
- Regular product briefing, refreshers to the quality ,operations team.
- Aligned client calibrations on weekly and monthly basis.
Subject Matter Expert
Teleperformance - International Voice (Etisalat)
05.2019 - 08.2019
- Successfully helped the organisation for the ramp up of the process with technical ,product and customer service training to operations team, training team, quality team and associates.
- Scored in top 100% of employees for successful certification.
- Implemented and developed customer service training processes.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Trained staff on operating procedures and company services.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Conducted daily briefings ,call handling skills training and refreshers.
Customer Service Associate
Teleperformance - International Voice (Etisalat)
06.2018 - 04.2019
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Exceeded service objectives by applying proven customer service and best practices.
- Utilized exceptional communication to connect with customers, assess needs and present solutions.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 55-60 customers each day.
- Supported senior management in executive decision-making by drafting informative reports.
- Advocated for customers and reported on observed areas for product or service improvement.
- Reported to work early, checked low inventory, learned special offerings, and became aware of product issues.
Education
Bachelor of Science - Electronics Technology
08.2012 - 05.2018
- Higher Secondary Certificate Examination (HSC) 2010-2012
Grade: First Class – 74%
Macro Vision Academy, Burhanpur, M.P.
CBSE (Delhi Board)
- S.S.C - 2009-2010
Grade: First Class with Distinction – 76%
Sri Vani Vidhyashala High school
Maharashtra Board
Skills
Strategic Planning
Objective
- To work in an organization where individual potentialities are recognized and future prospects are considered.
- To contribute towards organizational growth by putting in maximum efforts to achieve the goals set.
- To add value to both myself and the organization in terms of learning skills and to lead a team of individuals to higher productivity.
Languages
English
Hindi
Marathi
Accomplishments
- Lean Six Sigma green belt trained by ASQ
- Auditor in a Green Belt project
- Best Team Leader Award (Apple RCC)
- Star Manager of the quarter Q1-24
- Most Favorite Team Manager Award Q2-24
- Resolved product issue through consumer testing.
- Collaborated with team of 5 in the development of AHT project.
- Elected as the student council head of college.
- Winner of various band, singing, elocution competition
Extra-Curricular Activities
- Musician/Flutist and also manager of a band AABHAAS Official
- Participated in various national, college and school level activities.
- Host/Anchor/Emcee at various events.
Timeline
Team Manager - Capita
03.2023 - Current
Team Leader - Teleperformance -International Voice/Chat (Apple RCC)
08.2020 - 06.2021
Team Leader - Teleperformance - International Voice (Etisalat)
08.2019 - 07.2020
Subject Matter Expert - Teleperformance - International Voice (Etisalat)
05.2019 - 08.2019
Customer Service Associate - Teleperformance - International Voice (Etisalat)
06.2018 - 04.2019
Yadavrao Tasgaonkar Institue Of Engineering - Bachelor of Science, Electronics Technology
08.2012 - 05.2018
Team Leader - Sutherland - International Chat Process (Netflix)
6 2021 - 03.2023
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