Nikunj Panchal
New Maninagar, Ahmedabad
Summary
Results-driven professional with over 10 years of experience in team management and operational excellence. Proven track record in aligning client requirements with effective process migration strategies. Strong communicator skilled in fostering relationships across all organizational levels, enhancing team performance and customer satisfaction. Demonstrating commitment to industry standards and personal development.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Manager, Classic on Phone Channel (Virtual Banking)
HDFC Bank
Ahmedabad
11.2019 - Current
- Managing the wealth of over 300 crore.
- Handling a team of 14 Relationship Managers.
- Responsible for achieving portfolio parameters by ensuring the team is engaging with customers and collaborating on calls to achieve sales targets.
- Working towards generating the revenue.
- Maintaining audit parameters and service quality.
- Support the role to ensure full resolution of upper management issues, and prioritize workload to meet tight deadlines when faced with multiple projects and work commitments.
- Qualified for MDRT, Malaysia, Greece, and Japan.
- Implemented process improvements to streamline workflows and reduce delays.
- Facilitated conflict resolution among team members to promote a positive work environment.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Provided leadership during times of organizational change or crisis situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Recruited and hired qualified candidates to fill open positions.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
Supervisor, Operations
TTEC (formally known as Motif)
Ahmedabad
03.2016 - 11.2019
- Manage the team of 80+ individuals, and achieve the daily target of productivity/SL/CSAT.
- Handling the client call and sending the daily business report/analysis to the client, as well as the internal team.
- Handling client escalation.
- Update the team's monthly roster and performance review for their yearly appraisal.
- Support role to ensure full resolution of client issues, with experience in organizing and prioritizing workload to meet tight deadlines when faced with multiple projects and work commitments.
- Supervised daily operations and ensured adherence to company policies.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Monitored employee productivity to provide constructive feedback and coaching.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Collaborated with other departments to coordinate workflow processes between teams.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
Asst. Team Leader, VIP desk & Relocations
Travel Designer Group
Ahmedabad
04.2015 - 03.2016
- Manage the team of 10 individuals who were responsible for confirming B2B bookings made on Rezlive.com.
- Handling the VIP desk and arranging hospitality in the hotel according to their preferences.
- Available 24/7 to handle relocation cases for B2B clients.
- Update the team's monthly roster and performance review for their yearly appraisal.
- Maintained a positive work environment that promoted collaboration between team members.
- Delegated daily tasks to team members to optimize group productivity.
Team Coach (Stuck Team)
Motif Info. Pvt. Ltd. MakeMyTrip, Stuck Process
Ahmedabad
08.2012 - 03.2015
- Manage the team of 20 individuals and achieve the daily target of productivity.
- Handling the client call and sending the daily business report/analysis to the client, as well as the internal team.
- Handling client escalation
- Cases are distributed among team members as per agents' tenure.
- Provide floor support and coaching to team members.
- Update the team's monthly roster and performance review for their yearly appraisal.
- Support role to ensure full resolution of client issues, with experience in organizing and prioritizing workload to meet tight deadlines when faced with multiple projects and work commitments.
- Got promoted to a Team Coach in Nov. '13.
- Got clients' appreciation for achieving good numbers of customer appreciations.
- Successfully closed the MakeMyTrip promotion, 'Great Bonanza,' in October 2013, and received client accolades.
- We received the highest customer satisfaction survey award for three consecutive months in 2014.
- I received an award for being the top performer for the months of November 2012, April 2013, June 2013, and November 2013 in Holiday Domestic Post Sales at MakeMyTrip.
- As a team coach, we successfully closed five travel seasons without any loss or escalation. For this achievement, we have received many client appreciations and have gotten the team outing from MakeMyTrip as a reward.
Senior Customer Support Office
Msource India (pvt) Ltd. (Mphasis)
11.2007 - 08.2010
- Recognized for providing Best Customer Service and best performance on Help Desk
- Support and always maintained a positive relationship with Customer
- Always ready to go extra miles for customer satisfaction
- Good Help Desk Management Skills with effective combination of assuming multiple responsibilities and Innovation to consistently meet objectives
- Got the Best Team Player of the month Award in June, 2012
Education
Bachelor of Commerce - Accounting
Gujarat University
Gujarat, India01.2010
Skills
- Organized
- Energetic
- Client-focused
- Team management
- Operational skills
- Creative communicator
- Motivated team player
- Performance monitoring
- Client relations
- Operational efficiency
- Decision making
- Leadership skills
- Effective communication
Certification
- IRDA
Personal Information
- Married to Meera Panchal
- DoB: July 14, 1989
References
References available upon request.
Timeline
Manager, Classic on Phone Channel (Virtual Banking)
HDFC Bank
11.2019 - Current
Supervisor, Operations
TTEC (formally known as Motif)
03.2016 - 11.2019
Asst. Team Leader, VIP desk & Relocations
Travel Designer Group
04.2015 - 03.2016
Team Coach (Stuck Team)
Motif Info. Pvt. Ltd. MakeMyTrip, Stuck Process
08.2012 - 03.2015
Senior Customer Support Office
Msource India (pvt) Ltd. (Mphasis)
11.2007 - 08.2010
Bachelor of Commerce - Accounting
Gujarat University
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