Yogesh Barve
Pune
Summary
Results-driven Contact Center Operations Specialist with over 10.9 years of experience in customer support and client management. Proven expertise in order management, ticketing systems, and warranty claims, enhancing operational efficiency through data analysis and reporting. Skilled in people management and dealer training, fostering talent development and team cohesion. Aims to leverage extensive background in contact center operations to drive continuous improvement initiatives.
Overview
13
13
years of professional experience
Work History
Associate Operations Manager
Tech Mahindra
Pune
01.2022 - Current
- Ensure ticket management for categories such as part order, claims & warranty registration via salesforce, calls & chats.
- Manage the entire blended contact centre process of calls & chats for a north American client. Cross functional coordination as and when needed.
- Leading team of customer support analysts and make sure timely ticket processing as per SLA’s and supervise operational performance.
- Responsible for work allocation, resource utilization, productivity, process performance and quality as per client requirements.
- Effective management of calls and chats queues with the help of resources spread across different geographies.
- Lead daily team meetings, one to one session with reportees to ensure clear communication and alignment.
- Ensuring Regular Governance in place with client by means of weekly business reviews to address ongoing concerns.
- Coordinate with MIS team for the creation of internal as well as client specific need-based reports.
- Act as single point of contact for any escalations for client and provide RCA.
- Performance appraisals and identifying training needs for the team members, creating a collaborative, result oriented & efficient working culture.
Assistant Manager
Skoda Auto Volkswagen India Pvt. Ltd.
Mumbai
12.2019 - 01.2022
- Customer care & Goodwill claims assessment for brand Skoda and Volkswagen
- Customer care & Goodwill claims system administration and user management
- Drive projects for change, migration & new implementation in customer care claim process for brand SKODA
- Revision of goodwill policy and drive necessary changes in the claim management systems by means of BRD
- Support internal audit, follow up & Ensure implementation of corrective action as per the audit findings
- Prepare yearly goodwill budget provision and get it approved from the management
- Monthly management reporting
Assistant Manager
Skoda Auto Volkswagen India Pvt. Ltd.
Pune
04.2018 - 12.2019
- Warranty/Parts claim assessment for brand SKODA & VW as per agreed SLA and KPI's
- Warranty/part/registration/back order query management by means of Warranty helpdesk brands Skoda, Audi and Volkswagen within agreed SLA
- OJT to existing & new dealer warranty manager for improvement of claim quality and reduce warranty recovery
- Dealer audit post OJT to ensure implementation of action plan as per corrective actions suggested
Assistant Manager
Skoda Auto Volkswagen India Pvt. Ltd.
Aurangabad
08.2015 - 03.2018
- Effective warehouse management of VW group warranty part return canter & Daily work allotment to contractual manpower
- Failed part analysis for brands Volkswagen, Skoda based on sampling basis as per specific criteria within warranty terms
- Daily material inwarding, stock updating, ensure proper stocking, binning as per the parts category
- Analysis of 'Part not received' data as per warranty credit notes and warranty cost recovery accordingly
- Coordinate failed part dispatch to internal QA for analysis based on requirement within agreed timeline
Company Trainee
Tata Motors Ltd.
Pune
06.2014 - 05.2015
- Company Overview: Tata Motors contract
- Daily GRN process of material received from supplier and updating the stock
- Carry out fitment tryout of new parts on assembly line
- Coordination with suppliers regarding timely availability of material and monitor the inwarding of material & Provide the material requirement to suppliers well in advance to avoid line stoppages
- Provide the samples of new developed component to plant QA team for validation as per drawing
- Coordination with development engineers, suppliers and product designers for technical review sign off
- New Product development plan sign off with development engineer & supplier
- Follow up of development activities of the new sheet metal components
- Tata Motors contract
Senior Associate
Tata Motors Ltd.
Pune
01.2012 - 08.2012
- Company Overview: Tata Motors contract
- Performs final product check and evaluates 100% vehicles at assembly line as per work instruction, check sheet, product specification and prescribed guidelines
- Once car is Final OK then scan cars in relevant system for final dispatch location
- Approves & confirms repair work done against observations provided during check
- Maintains record of all defects observed during final check and preparation of daily report on specific observations
- Provides immediate feed-back to superiors & concerns persons for major quality issues and repetitive concerns observed during final product check
- Maintains and ensures all documents, reports and activities are in line with the requirements of QMS and EMS standards
- Tata Motors contract
Education
B.tech - Engineering Technology
BITS Pilani
01-2026
MBA - Operations Management
Shivaji University
Kolhapur11.2020
Bachelor of Arts - History
Shivaji University
Kolhapur05.2016
Diploma - Mechanical Engineering
New Polytechnic
Kolhapur07.2009
Diploma - Automobile Engineering
New Polytechnic
Kolhapur07.2008
Skills
- Operations management
- Contact center management
- KPI/SLA management
- Global client management
- Warranty claims
- Order management
- Staff training and development
- Warranty part returns
- Customer support
- Team management & performance appraisals
- Power BI
- SAP S/4
- SAP Warranty
- Salesforce
- Ticket management
- Workforce planning
- Final vehicle inspection
Accomplishments
- Special Recognition for exceptional performance from client.
- PAT ON THE BACK for exceptional performance for 2 quarters in a row.
Timeline
Associate Operations Manager
Tech Mahindra
01.2022 - Current
Assistant Manager
Skoda Auto Volkswagen India Pvt. Ltd.
12.2019 - 01.2022
Assistant Manager
Skoda Auto Volkswagen India Pvt. Ltd.
04.2018 - 12.2019
Assistant Manager
Skoda Auto Volkswagen India Pvt. Ltd.
08.2015 - 03.2018
Company Trainee
Tata Motors Ltd.
06.2014 - 05.2015
Senior Associate
Tata Motors Ltd.
01.2012 - 08.2012
B.tech - Engineering Technology
BITS Pilani
MBA - Operations Management
Shivaji University
Bachelor of Arts - History
Shivaji University
Diploma - Mechanical Engineering
New Polytechnic
Diploma - Automobile Engineering
New Polytechnic
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