Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

JAYESH GAWADE

Mumbai

Summary

Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service.

Overview

9
9
years of professional experience
15
15
years of post-secondary education

Work History

Real Time Analyst (RTA)

Sutherland Global Services
07.2023 - Current
  • Managing people with schedules, break time and react on real time scenarios
  • Adept at swiftly analyzing and interpreting data to make informed decisions in fast-paced environments
  • My main task is real-time monitoring, which allows me to proactively identify trends, mitigate risks, and optimize processes
  • With a keen eye for detail and a commitment to maintaining operational excellence, I am poised to contribute effectively to the success of my team and organization
  • Currently at a learning phase of Power BI tool, enough knowledge of Avaya CMS tool
  • Successfully handled exceptions and discrepancies in agent schedules on IEX platform to ensure smooth operations
  • Monitored and tracked agent adherence to schedules on IEX platform, ensuring optimal staffing levels and meeting service targets
  • Implemented schedule adjustments for agents on IEX platform based on Service Delivery (SD) requests, ensuring efficient resource allocation and meeting client needs
  • Strong analytical and problem-solving skills
  • Collaborate with team leaders to address immediate concerns
  • Provide timely updates to stakeholders on performance trends
  • Work closely with various teams to streamline monitoring processes
  • Flexibility in adjusting strategies to meet changing business needs
  • Conducted training sessions to enhance team understanding of monitoring tools.

Senior Associate

08.2016 - 07.2023
  • Worked varied hours to meet seasonal and business needs
  • Promptly mediated disputes between associates to promote better collaboration and avoid work disruption.

Telesales Executive

12.2014 - 06.2016
  • Opened new accounts and documented personal, demographic and payment information in system
  • Contacted businesses via cold or warm calling to offer services relevant to industries or niches
  • Generated minimum of 3-6 new leads each day
  • Set up appointments with interested customers according to schedule availability
  • Explained product prices and packages as well as answered questions and addressed concerns of customers
  • Prepared variety of different written communications, reports and documents
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
  • Used coordination and planning skills to achieve results according to schedule
  • Created plans and communicated deadlines to complete projects on time
  • Participated in team-building activities to enhance working relationship.

Education

BSC - IT

Mumbai University
Mumbai
04.2001 - 04.2016

Skills

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Accomplishments

  • Was selected and went abroad Egypt as company representative from Sutherland in year 2017.
  • Achieved R&R by completing task with accuracy and efficiency.
  • Achieved result through effectively helping with expansion task.

Timeline

Real Time Analyst (RTA)

Sutherland Global Services
07.2023 - Current

Senior Associate

08.2016 - 07.2023

Telesales Executive

12.2014 - 06.2016

BSC - IT

Mumbai University
04.2001 - 04.2016

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JAYESH GAWADE