Nilesh Patadia
Business support team supervisor
Dombivli
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
20
20
years of professional experience
6021
6021
years of post-secondary education
1
1
Language
Work History
Business Support Team Supervisor
Willis Towers Watson
Mumbai
04.2023 - Current
- Forecasting & planning of resource requirements
- Manage resources through peaks in the business cycle
- Ensure contingency planning is in place for critical resources
- Setting appropriate goals & expectations for the team and conducting regular progress reviews
- Worked closely with individuals & groom them to their full potential
- Assessing & developing competency levels to make sure team members have expertise needed to add value to the business
- Identification of performance issues & creating action plan & coaching them to improve performance
- Conduct 1-1 and team meetings in line with the operational engagement framework
- Managing attrition and absenteeism in the team
- Process & stakeholder management
- Resource planning
- People management/development
Senior Associate-Senior Analyst
Willis Towers Watson
Mumbai
02.2014 - 03.2023
- Deliver/manage KPI’s and metrics in line with the prescribed targets
- Prioritize & organize work according to business priorities
- In depth understanding of the technical aspects of the process
- Driving process improvements within the team for improved efficiency, client experience or better risk controls
- Periodic review of process risks & ensuring adequate controls in place
- Meeting with stakeholders to discuss process related challenges and opportunities
- Worked with relevant stakeholders for effectively resolving escalations
- Leading projects/tasks end to end in coordination with onshore stakeholders
- Process & stakeholder management
- Resource planning
- People management/development
Quality Analyst – US Lead Generation & Sales Process (Voice)
ICAN BPO - Koparkhairne
Mumbai
12.2011 - 02.2014
- Monitoring calls and applications processed on a daily basis to observe real time improvement
- Conduct Side by Side remote monitoring, Barging in calls.
- Employee categorization by actual statistics, feedback and action plan implementation
- Conduct weekly/daily team briefings and huddles to cascade the updates on a daily basis thereby adhering to the SOP (Standard Operating Procedures) guidelines.
- Preparing & conducting monthly product knowledge tests for Sales professionals & SME’s.
- Ensure all reports are sent out to the clients and internal customers within the timelines and maintain accuracy.
- Calibration calls internal & external
- Process training & certifications for new QA’s
Quality Analyst – Apria Healthcare
Intelenet Global Services
Mumbai
02.2011 - 09.2011
- Ensuring project documents are complete, current and stored appropriately to be compliant with the SOP.
- Handling client escalations
- Client Interactions (Internal/external).
- Conducting call calibrations between the team leaders, trainers and quality analyst.
- Team Meetings: To ensure team comprehension of any new policy / procedural changes. Perform meeting once a month for associates.
- Evaluating training programs on the basis of feedback and taking the required actions on the basis of the same.
- Conduct certification programs for all the newly promoted QA’s in the team.
CSE – Apria Healthcare
Intelenet Global Services
Mumbai
12.2009 - 01.2011
- Responsible for 3 different billing centers of Medical claim adjusters [Back Office/Voice]
- Handling the escalations, complaints and resolving client queries on mail or on call
- Worked as a Floorwalker to ensure that the daily team target is met.
- Determining training needs of employees and conducting suitable training programs to enhance their operational efficiency leading to increased productivity and process knowledge.
Customer Service Associate
Reliance BPO, Mumbai
Mumbai
06.2008 - 12.2009
- Handling Inbound Customer care calls for Reliance mobile (Postpaid).
- Queue monitoring through CMS for call intervals.
- Making Outbound CSAT calls to improve team performance.
- Assisting team lead in preparing reports & maintaining various databases.
Accounts Executive
J.B Enterprise(Distributors)Mumbai
Mumbai
06.2005 - 06.2008
- Managing Payroll for employees.
- Ledger entries for purchases & sales.
- Maintain reports for Bank A/c entries.
- Billing & order entries in System database & creating overall Monthly reports for final C.A Audit.
- Job Profile
Education
Bcom -
Manav Bharti University
H.S.C. -
Mumbai Board
S.S.C. -
Mumbai Board
Skills
Assignment delegation
Complaint handling
Motivational skills
Effective leadership
Teamwork and collaboration
Problem-solving
Interests
Bike rides and Listening to music
Accomplishments
- Spot award for the month of Feb 2018.
- Star award for the month of Oct 2020
- Best performer Annual award 2021
- Achieved highest rating & acknowledged in high performers club 2023
Timeline
Business Support Team Supervisor
Willis Towers Watson
04.2023 - Current
Senior Associate-Senior Analyst
Willis Towers Watson
02.2014 - 03.2023
Quality Analyst – US Lead Generation & Sales Process (Voice)
ICAN BPO - Koparkhairne
12.2011 - 02.2014
Quality Analyst – Apria Healthcare
Intelenet Global Services
02.2011 - 09.2011
CSE – Apria Healthcare
Intelenet Global Services
12.2009 - 01.2011
Customer Service Associate
Reliance BPO, Mumbai
06.2008 - 12.2009
Accounts Executive
J.B Enterprise(Distributors)Mumbai
06.2005 - 06.2008
Bcom -
Manav Bharti University
H.S.C. -
Mumbai Board
S.S.C. -
Mumbai Board
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