RANJIT JAGDALE
Thane
Summary
As a versatile Team member having experience in Project management and Service Quality with over 10+ years of experience, I have a proven track record of delivering exceptional customer experience. My strong analytical skills and attention to detail allow me to identify areas for improvement. I have successfully managed teams to consistently meet and exceed performance targets. My ability to adapt quickly to changing situations and my passion for continuous improvement make me an ideal candidate for this role.
Overview
10
10
years of professional experience
Work History
Service Quality Manager
ABHFL
02.2023 - Current
- During my time as Service Quality Manager at ABHFL from February 2023, I was responsible for ensuring the highest level of service quality for our LOBs. This role required me to closely monitor and analyze all set processes are followed and identify areas for improvement and implement solutions to enhance overall satisfaction.
- Maintained service quality reports for management review and action planning.
- Collaborated with team members to develop strategies for improving overall customer satisfaction ratings.
- Conducted monthly Review of service quality audit results to give feedback to all LOBs and floor agents.
- Improve customer experience through analyze the customer request and complaints and their pain areas and resolution we can provide.
- Conducted calibration for call centre and Email channel vendors to improve service.
- Conducted Refresher training for floor agents to reduce process/product knowledge gaps.
- Analyzed data to identify areas for improvement
- Implemented strategies to enhance service quality
- Collaborated with cross-functional teams for process improvements
- Implementation of new ways to check process/product knowledge.
- Raised IT requests for enhancement in CRM according to LOB/Teams requirement.
Project coordinator
J.P. Morgan chase (Arun Shankar & associates)
12.2019 - 02.2023
- Coordinated project timelines and milestones
- Kept projects on schedule by managing deadlines and adjusting workflows by taking scrum huddle meeting every morning for updated status.
- Prepared project status reports for upper management
- Streamlined communication between departments
- Create user stories, maintain backlog arrange resources to clear out pending task track and maintain updated status of project by creating JIRA.
Project coordinator
JP Morgan chase (Randstad India pvt ltd)
04.2019 - 12.2019
- As a project coordinator at JP Morgan Chase, I was responsible for overseeing the planning, execution, and completion of various projects within the company. I worked closely with cross-functional teams to ensure that project goals were met on time and within budget. My strong organizational skills and attention to detail allowed me to effectively manage multiple projects simultaneously.
- Coordinated project timelines and milestones
- Kept projects on schedule by managing deadlines and adjusting workflows by taking scrum huddle meeting every morning for updated status.
- Prepared project status reports for upper management
- Streamlined communication between departments
- Create user stories, maintain backlog arrange resources to clear out pending task track and maintain updated status of project by creating JIRA.
SDMS Executive
Euronet Worldwide
09.2016 - 04.2019
- As an SDMS Executive at Euronet Worldwide, I was responsible for overseeing the ATM & CDM machines of 40+ banks across India and APAC region. This involved working closely with various departments to ensure all machines are works seamlessly.
- Served to more than 40+ banks across India and APAC region by providing customised software solutions which are used in ATM & CDM.
- Drove operational & software improvement which results in savings and improved end user experience.
- Devloped and implemented performance improvement strategies and plans to promote continuous improvement.
Education
MBA - System
IIBM (University of Mumbai)
B.Sc. - IT
R.A.D.A.V (UNIVERSITY OF MUMBAI)
Skills
- Quality Assurance
- Process Improvement
- Project Management
- Auditing
- Ms office
AWARDS
SPOT award at JP Morgan chase Mumbai branch
Customer Excellence Trailblazer award at ABHFL
Personal Information
Title: SERVICE QUALITY MANAGER
Timeline
Service Quality Manager
ABHFL
02.2023 - Current
Project coordinator
J.P. Morgan chase (Arun Shankar & associates)
12.2019 - 02.2023
Project coordinator
JP Morgan chase (Randstad India pvt ltd)
04.2019 - 12.2019
SDMS Executive
Euronet Worldwide
09.2016 - 04.2019
MBA - System
IIBM (University of Mumbai)
B.Sc. - IT
R.A.D.A.V (UNIVERSITY OF MUMBAI)