MS Office
Laxman G Nathpotani
Team Leader
Om Sai Ram Complex, Pimpri Chinchwad Link Road, Pimpri, Pune
Summary
Forward-thinking Operations Specialist bringing 9 years of expertise in Area of expertise for Industry sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in Software and Software.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Team Leader
Wipro Limited
Pune
12.2021 - Current
- Manage team of 20 customer service representatives and ensure all KPIs as per client SLA are met & exceeded.
- Mentored and guided employees to foster proper completion of assigned duties.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Held daily team meetings to inform team members on process related updates shared by clients.
- Built strong relationships with clients through positive attitude and attentive response.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Devised and implemented processes and procedures to streamline operations.
- Identified appropriate methodology to shorten cycle time and achieve target margins.
- Prepared and Published monthly stack report of employees which gives them insights on their performance.
- Conduct Monthly QA Review and Weekly Ops Review calls.
Senior Officer (Subject Matter Expert)
Wipro Limited
Pune
12.2016 - 12.2021
- Primary Owner (Subject Matter Expert) for Prepaid & Mobile Assurance which are the key processes of Telstra(Australia)
- Worked as content writer for creating knowledge base and decision trees for StarHub ( Singapore Telecom Company) for smooth functioning of customer & agent journey.
- Involved in Process improvement by refining existing/ current processes
- Conducting Weekly and Monthly governance calls with the Clients
- Maintaining and supervising the flow of Daily Work Schedule
- Handling Customer & Client Escalations
- Responsible for Documenting the Standard Operating Procedures for existing as well as new processes
- Experience in Project Management (PMO)
- Responsible for Knowledge transfers, cross functional trainings and training calendars within the team
- Attending client calls & handling team of 20 members in absence of Team Leader
- Auditing chats & providing constructive feedback to agents
- Handling Bottom Quartile agents and improving their performance.
Customer Service Representative
Tata Business Support Service Limited
Pune
05.2013 - 12.2016
- Working under CAC & Tata Alert project
- Good computer knowledge with MS-OFFICE, Outlook and effective browsing skills
- Handling customer & client escalations
- Ensuring timely & professional responses to all complaints, requests & queries received
- Rendering adequate support to team, conducting training batches for freshers
- Capacity to work both as an individual and as a team.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Bachelor Of Commerce -
Indira College of Commerce
Pune 04.2011 - 04.2013
H.S.C -
Jai Hind Junior College
Pune 04.2008 - 02.2010
S.S.C -
Jai Hind High School
Pune 04.2007 - 03.2008
Skills
Leadership and teamwork
Analytical & Problem Solving
Project Management
Goal Setting & Delegation
Client Relations
Effective Time Management
Employee Evaluation
Software
Operating System Windows (XP, 7,8,10,11)
Siebel/Verint/Salesforce
Accomplishments
- Achieved Result by introducing Software for Type tasks.
- Played essential part in identifying process improvement opportunity by segregating the special skill and creating a ring fenced team.
Certification
Lean Certification (Flexware Cycle Time Reduction)
Personal Information
Date of Birth - November 02, 1990
Marital Status- Married
Hobbies - Travelling, Movies, Browsing, Reading, Cricket
Timeline
Managerial Development Academy
11-2022
Lean Certification (Flexware Cycle Time Reduction)
03-2022
Team Leader
Wipro Limited
12.2021 - Current
Senior Officer (Subject Matter Expert)
Wipro Limited
12.2016 - 12.2021
Customer Service Representative
Tata Business Support Service Limited
05.2013 - 12.2016
Bachelor Of Commerce -
Indira College of Commerce
04.2011 - 04.2013
H.S.C -
Jai Hind Junior College
04.2008 - 02.2010
S.S.C -
Jai Hind High School
04.2007 - 03.2008