Mayur Bangade
Senior Team Lead
Nagpur
Summary
Dynamic leader with proven expertise in operations management and customer service excellence, notably with Hexaware BPS for Amazon.com (North America). Excelled in enhancing team productivity and customer satisfaction through effective coaching and relationship-building. Achieved significant SLA improvements and maintained high-quality standards, demonstrating exceptional analytical and interpersonal skills.
Overview
7
7
years of professional experience
Work History
Senior Team Lead Operations
Hexaware BPS
Nagpur
04.2019 - Current
- Overview of the Company: Customer: Amazon.com (North America)
- Supervised a group of 20 advisors, ensuring optimal performance results.
- Handling the Retail and Digital contents-related issues (Web chat/email/Message Us/Calls)
- Managing Shrinkage (Planned and Unplanned) for the month
- One-on-one with the team and scheduled Monthly Team meetings
- Conduct Weekly review on team performance
- Generating reports and conducting analysis of SLA misses
- Supervised and evaluated results about established KPIs.
- Handling Client/VP level Escalations within the specified TAT
- Sharing feedback based on Day-1 audits
- Set targets for the unit as per business requirement
- Ensure occupancy, productivity, and DF are met as per business requirements
- Applying performance management strategies—action plans, BQ planning, PIPs
- Ensure quality scores are met to deliver customer experience
- Conduct calibration sessions with quality training and operations to standardize the Web Chat/email/Message Us/Call handling
- Maintain attrition rate with business standards
- Conduct regular activities on the floor to engage employees and keep them motivated.
- Held rewards and recognition events to appreciate top performers
- Meeting With the Operations Manager to review the performance of the business
- Client: Amazon.com (North America)
Chat and Call Support
PhonePe
01.2018 - 01.2019
- Worked in PhonePe process which was a chat support as well as call support
- We used to handle all issues related to Banking and Payments
- For any transaction issues, we used to get the ticket escalated and work to resolve the query with best customer experience
- Also used to train new batches working as a floor support
- Guiding customers via E-mail and Chat
- Registering request or complaints as per customer concern
- Providing quality resolution to queries raised by customers'
- Helping and motivating New joined associates in understanding the scenarios and providing quality resolution to the customers'
- Handling escalated e-mails
Education
M.Sc. - Computer Science
Nagpur University
01.2018
B.Sc. - Physics, Chemistry, Computer Science
Nagpur University
01.2016
Higher Secondary school of education -
Maharashtra board
01.2013
Secondary school of education -
Maharashtra board
01.2011
Skills
- Ensure committed targets are achieved with maximum productivity
- Build and deepen relationships with customers to achieve an increase in share of wallet and revenues through the phone banking channel
- Developed and maintained banking relationships with selected groups of customers through individualized customer service
- Conduct daily huddles to cascade process updates, and also to discuss the previous day's achievements/misses
- Hourly update of numbers to keep the momentum of performance all through the day
- Board updating of daily targets vs achievements to monitor performance
- Coach employees through call audits on effective ways of building customer service Conduct calibration sessions with the trainer/Quality team to standardize the process updates
Accomplishments
- Best Team Leader of the year 2021
- Rising Star of the year for December 2021
- Rising Star of the year for December 2020
- Rising Star of the year for Jan 2019
- Best SME for the month of Sep'2020 and Oct'2020 for best performance
- Best Team leader for the quarter of Dec 2020, Feb 2021, April 2021, May 2021, June 2020
Languages
- English
- Hindi
- Marathi
Projects
FCR Lean Sigma yellow belt Certified (BQ CSAT Score for Entire Web chats Associates) Reduce Invalid Concession on Site level Vista Project for IMVT (Image Verification Team)
Personal Information
- Father's Name: Bramhanand Pandhari Bangade
- Mother's Name: Late Sunita Bramhanand Bangade
- Date of Birth: 16/11/1995
Timeline
Senior Team Lead Operations
Hexaware BPS
04.2019 - Current
Chat and Call Support
PhonePe
01.2018 - 01.2019
M.Sc. - Computer Science
Nagpur University
B.Sc. - Physics, Chemistry, Computer Science
Nagpur University
Higher Secondary school of education -
Maharashtra board
Secondary school of education -
Maharashtra board
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