Lokesh Poojary
Dombivli East
Summary
Experienced Team Leader adept at quality assurance, issue resolution, and interpersonal communication. Skilled in project management, personnel training, and production scheduling. Sets the standard for work ethic, punctuality, and quality. Proven track record of driving customer satisfaction and operational efficiency through effective issue resolution, strategic planning, and team development.
Overview
7
7
years of professional experience
Work History
Team Leader
Aditya Birla Health Insurance
Thane
09.2023 - Current
- Customer On boarding: Ensure a seamless introduction for new customers through well-managed welcome calls
- Sales Leadership: Motivate and guide the sales team to meet and exceed targets; develop and implement effective sales strategies
- Virtual Team Supervision: Oversee virtual relationship team, ensuring high-quality interactions and support
- Strategic Development: Create and execute strategies to enhance customer engagement and team performance using data insights
- Escalation Management: Resolve complex issues, maintaining high levels of customer satisfaction
- Performance Monitoring: Track KPIs and prepare performance reports for senior management
- Compliance and Quality Assurance: Ensure adherence to company policies and maintain high service standards
- Training Coordination: Facilitate training sessions to equip team members with necessary skills
Senior Customer Service Executive
IDFC First Bank
10.2020 - 09.2023
- Excelled in managing various support functions, initially handling intricate processing tasks in the loan department
- Oversaw the Branch Support Team, addressing queries from multiple branches and ensuring seamless operations
- Promoted to the Escalation Team, mentoring the Service Assurance Team to resolve complex issues and enhance service quality
- Demonstrated expertise in problem-solving, team leadership, and operational excellence throughout career advancements
Customer Service Executive
Altruist Customer Service
12.2017 - 01.2020
- Handled inbound calls and resolved customer queries related to loans
- Promoted to RTQM, managing all queues and maintaining high service levels
- Optimized queue management and ensured efficient service delivery to meet performance targets
- Enhanced customer satisfaction and streamlined operations through effective oversight and strategic management
Education
B.Com -
Lala Lajpatrai College
Mumbai01.2011
Skills
- Leadership
- Communication
- Problem-Solving
- Empathy
- Conflict Resolution
- Time Management
- Adaptability
- Coaching
Personal Information
- Date of Birth: 05/13/91
- Marital Status: Married
Projects
BOT Journey Revamp, Successfully managed the BOT (Business Operations Technology) journey revamp project, focusing on enhancing automation processes and improving user experience., Led the project through all phases, from initial assessment and design to implementation and evaluation., Coordinated with cross-functional teams to integrate advanced technologies and streamline workflows, resulting in increased operational efficiency and reduced processing times., Utilized data-driven insights to optimize bot performance and ensure alignment with business objectives, driving significant improvements in overall service delivery and customer satisfaction.
Languages
English
First Language
Hindi
Advanced (C1)
C1
Marathi
Advanced (C1)
C1
Tulu
Advanced (C1)
C1
Timeline
Team Leader
Aditya Birla Health Insurance
09.2023 - Current
Senior Customer Service Executive
IDFC First Bank
10.2020 - 09.2023
Customer Service Executive
Altruist Customer Service
12.2017 - 01.2020
B.Com -
Lala Lajpatrai College
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