Football
Rohan Bhusari
Senior Cluster Manager
Pune
Opportunities Don't happen.You create them.
Chris Grosser
Summary
A persuasive and influential C-level executive with nearly 13 years of robust and diverse experience in Strategic Client Success Management, Customer Experience, Digital Customer Service, Business Transformation and Automation, Call Centre Operations, Escalations Management, Business Excellence, Compliance, Vendor Management, Service Delivery, Policies, and Financial Oversight across the BPO and NBFC industries.
Overview
14
14
years of professional experience
4
4
Languages
1
1
Certificate
Work History
Senior Cluster Manager - CS Experience
Bajaj Finserv Ltd
12.2016 - Current
- Conducted regular performance evaluations for all employees to recognize achievements, address challenges, and facilitate professional growth.
- Monitored data analytics to identify trends, opportunities, and areas of improvement in Centralized service level.
- Instituting and implementing customer experience life cycle strategies, making decisions and overcoming complex business challenges by drawing on experience-backed judgment, demonstrating a high level of integrity, and driving NPS across the company
- Overseeing teams servicing a minimum of 80k customer interaction in a month
- Collaborating with internal and external partners to achieve agreed SLAs, TATs, NPS, etc..
- Ensuring workforce availability according to the prepared forecast, ensuring daily targets are met and volume spikes are managed
- Led training initiatives that enhanced employee skills, knowledge base, and productivity levels across various functions within the organization.
- Acting as the Voice of the Customer across the organization and as a liaison between the customer service department and other divisions in the company.
- Identified potential risks or issues related to business continuity early on through proactive monitoring measures allowing for swift resolutions before escalation occurred.
- Monitored facility managers and staff performance through quarterly review assessments.
- Increased customer satisfaction by addressing client concerns promptly and implementing appropriate solutions.
- Trained facility managers on company policy and procedure for similar performance throughout cluster.
- Maintained compliance with company policies, industry regulations, and best practices across all departments in the cluster.
- Established strong relationships with key stakeholders through regular meetings, reports, and presentations on cluster progress.
- Recruited top talent to strengthen the existing workforce, ensuring qualified professionals were placed in crucial roles throughout the organization.
- Streamlined communication channels between departments, fostering a collaborative work environment for all team members.
- Earned recognition for leadership excellence by consistently exceeding performance targets and promoting a culture of continuous improvement within the cluster management team.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Defined clear targets and objectives and communicated to other team members.
Quality Lead
DBS Mintek Pvt. Ltd
05.2016 - 12.2016
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Analyzed quality and performance data to support operational decision-making.
- Developed comprehensive training materials for new hires, fostering a culture of knowledge sharing and continuous learning within the team.
- Defined and implemented quality initiatives to reduce risk.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Created and revised procedures, checklists and job aids to reduce errors.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Promoted teamwork and collaboration within the Quality team, leading to increased productivity and overall job satisfaction.
- Led a team of quality inspectors to ensure consistent adherence to industry standards and company policies.
Executive Quality Analyst
Xrbia Developers Pvt. Ltd
11.2015 - 04.2016
- Undertake the training and improve the skill set to audit the teams.
- Assist audit team head in developing the audit environment
- Assist in investigating and analyzing existing SOP’s for sales process.
- Assisting to develop effective auditing and controlling systems.
- Perform procedural audit every day with effecting sample sizes with defined audit measures and individual observations for sales.
- Preparing audit MIS every day, weekly & monthly basis as per the approved reporting standard.
- Generating the individual employee performance record to better the team performances.
- Participating in weekly and monthly meetings with sales team for improvement.
- Perform AD-HOC and special audits as and when required for to resolve as per the team head request.
- Capturing feedback from the customer who has not invested in our project
Senior Quality Assurance Analyst
SLK Global BPO Services, Pvt. Ltd.,
10.2010 - 11.2014
- Working as a back-up for Quality leader, taking care of daily, weekly, monthly reports and Daily Activities.
- Providing various Quality reports as per the process requirement Weekly, Monthly and Daily Reports.
- Responsible for maintaining the track record of daily activities like Update and Clarifications.
- Handling client calls and escalation, working on SLA and DPU quality as per the Client requirement
- Worked on 57 US title process, related to (US) Deed, Mortgage, assignment, Judgment.
- Performing root cause analysis when process not meeting client specification/SLA.
- Re-Orientation training for bottom quartile agents.
- Giving daily, Weekly, Monthly feedback to Ops Team Leads, Operation Leaders.
- Conducting brainstorming sessions on escalations received from clients.
- Quality workshops for recurring defects and defective parameters.
- Determining minimum touch point (MTP) for all QA’s.
- Analyzing External Disputes and Vendor query, Giving Feedback and taking Quality sessions.
Education
Bachelor of Commerce, India - Financial Accounting
04.2001 -
Skills
Strategic Planning
Operations Management
Data Analytics
Project Planning
Process Improvement
Analytical Skills
Teamwork and Collaboration
Resource Allocation
Operations Planning
Softskills - Skills
- Teamwork
- Collaborator
- Analytical
- Problem Solver
- Conflict Resolution
- People Management
- Strategist
- Data Analysis
Executiveprofile
- Combined customer-focused mindset with career long record of promotion, stakeholder satisfaction, team building and strategic insight, poised for next level of success in Senior Management Role
- Operations Specialist with expertise in Operations Management, Process Excellence, Service Branch Management – PAN India and People Management
- People Leader, successfully leading and managing teams of Inbound & Outbound Contact Center's, Back Office, Complaint, Escalation Management, E- mails, Chat Bot, App/Web, in cross-cultural environment towards growth and success in the organization
- Designed strategic transition plans and implemented a target operating model that leveraged new business enablement, reduced costs and streamlined operations to ensure competitiveness in a global market
- Extensive experience in working on RPA (Robotic Process Automation), ML (Machine Learning) and BOT in Bajaj Finserv
- Strong experience working with recording platforms (NICE/Verint/VOIP) & CRM for data management, Inbound, Outbound (Customer Service & Technical Support), Outbound selling & B2B projects (Finance/Telecom/BPO Processes)
- Exceptionally organized who orchestrated leadership skills in Call Centre Planning, Designing, Setup, Commissioning, Transition, Capacity Upgradation & Augmentation
- Proven track record in managing escalations, thereby ensuring highest levels of customer satisfaction through problem-solving skills and First Time Right Approach
- Well-organized with a record of utilizing sound understanding of the levers and drivers for churn and things that can be changed and presented to customers as a means to save them, which also makes commercial sense to a business
- Value added to the company by incorporating dynamic scenarios to assist customers and eradicate need for agent
- Participated in and recognized for Salesforce CRM migration from V1 to V2
- Client-centric approach with expertise in addressing client priorities and resolving issues within prescribed timeframes, resulting in client delight and high compliance scores
- Showcased excellence in managing major contact center indices like customer experience index, issue resolution, service level, occupancy, average handle time, achieving high closure % of complaints and reduction of turnaround time for customer complaint
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteImportant To Me
Company CultureWork-life balanceCareer advancementWork from home optionFlexible work hoursPersonal development programsStock Options / Equity / Profit SharingInterests
PS Games
Long drive
Photography
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 100+ staff members.
- Collaborated with team of 50 in the development of Loan cancellation (LIFE Project).
- Used Microsoft Excel to develop Limit increase auto calculating spreadsheets.
Certification
Six sigma Green Balt
Timeline
Senior Cluster Manager - CS Experience - Bajaj Finserv Ltd
12.2016 - Current
Quality Lead - DBS Mintek Pvt. Ltd
05.2016 - 12.2016
Executive Quality Analyst - Xrbia Developers Pvt. Ltd
11.2015 - 04.2016
Six sigma Green Balt
01-2013
Senior Quality Assurance Analyst - SLK Global BPO Services, Pvt. Ltd.,
10.2010 - 11.2014
Chhatrapati Shivaji Maharaj University - Bachelor of Commerce, India, Financial Accounting
04.2001 -