Pushkar Thite

Designed and deployed a comprehensive productivity, occupancy, and utilization reporting system for a 3-process contact center (Outbound, Chat, Inbound), boosting call and chat answer rates by 20%.

• Built a shrinkage tracking model with one-week-off scheduling for accurate workforce planning across 88+ agents and multiple shifts.

• Automated agent roster creation to optimize staffing levels and reduce overstaffing by aligning resources with peak demand.

• Developed Power BI dashboards using advanced DAX measures to track agent performance trends and historical TL/LOB data.

• Replaced manual occupancy reporting with automated Excel reports, saving 10+ hours of manual work per week

Designed and deployed a comprehensive productivity, occupancy, and utilization reporting system for a 3-process contact center (Outbound, Chat, Inbound), boosting call and chat answer rates by 20%.

• Built a shrinkage tracking model with one-week-off scheduling for accurate workforce planning across 88+ agents and multiple shifts.

• Automated agent roster creation to optimize staffing levels and reduce overstaffing by aligning resources with peak demand. • Developed Power BI dashboards using advanced DAX measures to track agent performance trends and historical TL/LOB data.

• Replaced manual occupancy reporting with automated Excel reports, saving 10+ hours of manual work per week

• In the role of Deputy Manager at Go Digit General Insurance, responsibilities include managing the operations team to ensure efficient processing of insurance claims. Focused on quality control and adherence to service level agreements, this position demands a proactive approach to problem-solving and team leadership. Collaboration with multiple departments is essential to streamline processes and enhance overall customer satisfaction.
• Led initiatives that improved customer service processing efficiency by 20% through strategic oversight.
• Monitored and reported on key performance indicators, ensuring team targets were consistently met.
• Led cross-functional teams to optimize claims processing workflows and enhance operational efficiency.
• Developed and implemented strategic initiatives to improve customer satisfaction and streamline service delivery.
• Analyzed performance metrics to identify trends, driving continuous improvement across insurance product offerings.
• Mentored junior staff, fostering skill development and knowledge sharing within the team environment.
• Coordinated with underwriters to ensure compliance with regulatory standards and internal policies.
• Spearheaded training sessions on new systems, improving team adaptability to technological advancements.
• Collaborated with sales teams to align marketing strategies with product development goals, enhancing market reach.
• Managed project timelines effectively, ensuring timely delivery of key operational initiatives within budget constraints.
• Developed strong relationships with stakeholders to facilitate smooth communication and project completion.
• Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
• Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.

• As an Assistant Manager at Go Digit General Insurance, responsibilities included overseeing daily operations and enhancing team productivity. This role involved direct communication with HOD's to gather feedback and implement necessary changes in service delivery. Managing workflow and ensuring compliance with internal policies were critical to maintaining operational standards.
• Streamlined operational processes, resulting in a 15% reduction in turnaround time.
• Facilitated workshops to improve team collaboration and communication skills.
• Used a customer feedback system that led to actionable insights for service improvement.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

• In the capacity of Lead Associate at WNS Global Services, responsibilities encompassed leading a team in managing customer service operations. Emphasizing quality assurance and customer satisfaction, this role required frequent evaluation of team performance against service standards. The position also involved the implementation of best practices to enhance service delivery across various platforms.
• Achieved a 30% increase in customer satisfaction ratings by refining service protocols.
• Conducted regular training sessions to improve team efficiency and operational knowledge.
• Collaborated with management to develop strategic plans that aligned with corporate goals.
• Promoted to Lead Associate for demonstrating strong leadership and operational skills.
• Achieved critical deliverables such as conversion rates, ASP, AHT, and quality metrics for the team.
• Managed a team of 20 agents, ensuring performance alignment with organizational goals.
• Conducted performance evaluations and implemented action plans for improvement.
• Facilitated training sessions and refreshers based on Training Needs Identification (TNI).
• Collaborated with Human Resources to address employee concerns and provide assistance.
• Maintained operational hygiene, discipline, and team productivity by managing shrinkage effectively.
• Responded to client emails and escalations within the defined Turnaround Time (TAT).