Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Certification
Languages
Software
Timeline
Generic

Mayuresh Dond

HR Operations - Team Manager
Navi Mumbai,Maharashtra

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Team Manager

Capita India Pvt Ltd
02.2022 - Current
  • Managing team of 7-8 people in HR Operations
  • Also handled additional team of 7 people - Capita India Documentation team
  • Working on daily reports and data analysis
  • Connecting with stake holders
  • Managing Shrinkage, Attrition and Daily Utilization
  • Working on several projects / adhoc support requested by the stake holders
  • Maintaining the Infosec related documents
  • Training new members in the team
  • Providing process updates to the stake holders
  • Managing Capita India Documentation team of 6 people
  • Oversee day-to-day teams operations and performance
  • Working on the BQ's in the team and providing refresher trainings
  • Planning and organizing team building activities
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.
  • Streamlined communication channels for increased efficiency in project execution and decision-making processes.
  • Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
  • Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
  • Delivered regular team meetings for aligned work towards common goals.
  • Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Recruited and trained high-performing team members, maintaining optimized customer service.

Team Leader

Accenture Pvt Ltd
02.2020 - 02.2022
  • Managing team of 20- 22 agents
  • Oversee day-to-day teams operations and performance
  • Regular Performance Evaluation
  • Monitor Team performance and report on Metrics
  • Motivating Team members
  • Analyze and solve increasingly complex problems
  • Planning and Organizing Team building activities
  • Consistently seeking and providing meaningful and actionable feedback in all interactions
  • Identifying BQ and MQ's withing the team
  • RCA for errors done by the agents
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Gathered, organized and input information into digital database.

Assistant Manager

WNS Global Pvt Ltd
09.2014 - 01.2020
  • Managing Team size of 40-45 Worked on Escalations and reports shared by clients
  • Worked with Expedia.com process
  • Taking care of People Management issues
  • Solving customer queries Taking supervisor calls and escalations
  • Maintaining ABD% at minimal Issue, re-issue and refund tickets for customers
  • Managing operational reports Maintaining the SLA for all the queue's
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Implemented staff training programs, enhancing product knowledge and improving customer service skills.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.

Education

Bcom -

Sanpada College of Commerce & Technologies
03.2012

H.S.C -

Sanpada College of Commerce & Technologies
03.2008

S.S.C -

New Bombay Highschool
03.2006

Skills

  • Customer service, Computer literacy, Communication skills, Time management, Recruiting, Talent Management, Problem
  • Team Management Understanding
  • Operational Efficiency
  • Continuous Improvement Projects
  • Performance Tracking and Evaluations
  • Key Performance Indicators (KPIs)
  • Behavior Identification
  • Job Assignments
  • Team Meetings
  • KPI Monitoring
  • Managing Production Teams

Accomplishments

  • Supervised team of 12 staff members.
  • Collaborated with team of 7 in the development of Documentation Team.
  • Achieved 100% Docuemntation for O2 Webchat and Voice process by the team

Additional Information

  • Awards , Capita India - Retention Award for 2022 Quarter 2, WNS - Team Lead of the year 2017

Certification

  • Certified Active Team Manager Program, Capita India Pvt Ltd - 2022-2023

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)

Software

  • Capita India Pvt Ltd - Workday, Exion, AMS, Capita Eye, Power BI, MS Office, Sharepoint
  • Accenture Pvt Ltd - Workday, Tableau, AWS, Sharepoint, Sales Force
  • WNS Global Pvt Ltd - SAP, MS Office, Travel Website

Timeline

Team Manager

Capita India Pvt Ltd
02.2022 - Current

Team Leader

Accenture Pvt Ltd
02.2020 - 02.2022

Assistant Manager

WNS Global Pvt Ltd
09.2014 - 01.2020

Bcom -

Sanpada College of Commerce & Technologies

H.S.C -

Sanpada College of Commerce & Technologies

S.S.C -

New Bombay Highschool

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Mayuresh DondHR Operations - Team Manager