Mangesh Kiran Patki
Hyderabad
Summary
Customer Experience Leader with 19+ years of progressive experience across eChat Operations, Quality, Reporting, Compliance, and Customer Service Management within global financial services and technology environments. Proven expertise in leading large-scale CX initiatives, customer journey optimization, stakeholder management, VOC/NPS analytics, and operational excellence. Strong background in quality governance, reporting automation, and people leadership.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Experience Manager – eChat
Synchrony Financial
Hyderabad
08.2021 - Current
- Act as Customer Experience Journey Leader for eChat, driving end-to-end CX improvements across digital touchpoints, ensuring seamless, compliant, and customer-centric interactions.
- Lead and manage special projects and business initiatives including New Client Integration, Deconversions, Workstation (CSUI) Releases, Moxie/CXOne (Chat Application) Releases, and IVA (Virtual Assistant) Enhancements for eChat.
- Lead the Chat application Migration for the process from Moxie to CXOne.
- Serve as Pay Later CX Leader for eChat, owning reporting, client communications, training need identification, and readiness for Pay Later ( Buy Now Pay Later) clients.
- Analyze customer feedback data to identify areas of improvement in the customer experience.
- Oversaw recruitment for eChat, ensuring selection of qualified candidates for various positions. – Associate level external hiring, Customer Experience Specialist and Manager level hiring for the process.
- Lead Project Knight, managing CIT changes across all eChat clients, including training, tracking, and reporting.
- Function as Internal eChat Audit POC, maintaining VOC, NPS, and Quality data (MTD/YTD) across all eChat sites.
- Collaborate with Process Owners, Client Managers, and US Stakeholders to ensure procedures, controls, and compliance standards are met.
- Drive quality excellence by meeting and exceeding Quality evaluation and performance goals for the eChat portfolio.
- Own Call Quality Calibration across Operations, CQMT raters, and PIAs.
- Present monthly VOC, NPS, and Quality Performance insights to US stakeholders with actionable recommendations.
- Lead all eChat operational communications including process updates, improvements, clarifications, and documentation.
- Provide coaching, guidance, and motivation to Customer Experience Specialists and Account Managers.
- Own large-scale eChat portfolio reporting (MTD/YTD) covering CSAT, NPS, VOC, and Quality.
- Present volume, VOC, NPS, and Quality trends with strategic insights to senior leadership.
- Validate and govern the eChat Leadership Dashboard.
- Maintain skill trackers and facilitate monthly performance reviews for associates.
Customer Service Manager – eChat
Synchrony Financial
Hyderabad
08.2017 - 08.2021
- Managed and developed teams of 30+ associates, consistently improving performance, engagement, and productivity.
- Identified process gaps and coached teams on correct procedures and best practices.
- Designed and maintained Nintex-based eChat Coaching Forms as part of audit requirements.
- Maintained skill trackers and productivity dashboards for eChat agents.
- Analyzed customer feedback to identify trends and implement improvements.
- Created and managed quarterly staffing schedules based on volume forecasts.
- Owned WFH productivity tracking and operational readiness reporting.
- Supported GEN3 (Database), MTD SSR, and AES monthly validations.
- Facilitated regular team meetings to foster communication and address challenges.
Senior Quality Specialist (CQMT)
Synchrony Financial
Hyderabad
05.2014 - 08.2017
- Established annual performance targets for National Sales Team, aligning goals with core metrics to drive accountability and performance.
- Managed vendor relationships, ensuring compliance with quality specifications to maintain service standards and improve vendor performance.
- Audited compliance and sales calls for third-party vendors (Teletech-Revana, RDI), maintaining high accuracy in sales conversion reporting.
- Executed "Staffing Analysis with Overflow" project, identifying trends between staffing strength and overflown calls to optimize cost efficiency and enhance service levels.
- Conducted audits and assessments to identify areas for improvement.
- Collaborated with other departments to develop quality assurance plans that meet customer requirements.
Asst. Manager / Team Resolution Expert / Technical Support
Dell International Services
Bengaluru
02.2009 - 03.2014
- Resolved complex technical issues and handled irate customer call-backs for Canada Technical Support, enhancing customer satisfaction.
- Guided new technicians in product policy and troubleshooting, facilitating smoother transitions into their roles.
- Assisted in training new employees on company processes and policies.
- Reviewed performance regularly to deliver constructive feedback and support employee development.
Asst. Team Leader / Communication SPOC
Sitel
Bengaluru
08.2005 - 05.2008
- Received "Best Assistant Team Leader" recognition for 3 consecutive months.
- Served as the single point of contact for the AOL UK rebranding phase, managing communication timelines and stakeholder meetings.
- Assisted team leader with daily operations, delegating tasks to optimize workflow and monitoring team performance.
- Documented team activities and procedures to ensure clear communication and consistency.
Education
Bachelor of Commerce -
Skills
- Customer Experience Strategy & Journey Leadership
- EChat Operations & Digital CX
- VOC
- NPS
- CSAT
- Quality Governance
- CX Analytics & Executive Reporting
- Stakeholder & Client Management (US Markets)
- Process Improvement & Compliance
- Project & Change Management
- People Leadership & Coaching
- Data reporting
- Change management
- Project management
- Digital channel expertise
Accomplishments
- Successfully automated several manual reporting processes, reducing human error and increasing delivery speed.
- Maintained a 100% compliance record during internal and external eChat audits.
- Successfully managed CIT changes for all eChat clients, ensuring seamless training and tracking.
Languages
Marathi, English
First Language
Hindi
Proficient (C2)
C2
Certification
- Agile Foundations and Framework
- Great Places to Work - GPTW - Fundamentals, High Trust Leadership, Employee Value Proposition Intervention.
Timeline
Customer Experience Manager – eChat
Synchrony Financial
08.2021 - Current
Customer Service Manager – eChat
Synchrony Financial
08.2017 - 08.2021
Senior Quality Specialist (CQMT)
Synchrony Financial
05.2014 - 08.2017
Asst. Manager / Team Resolution Expert / Technical Support
Dell International Services
02.2009 - 03.2014
Asst. Team Leader / Communication SPOC
Sitel
08.2005 - 05.2008