Summary
Overview
Work History
Education
Skills
Timeline
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Sachin Mahadik

Team Leader
Thane,Maharashtra

Summary

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.

Overview

16
16
years of professional experience

Work History

Team leader – operations and business analyst

Accenture
Thane, Maharashtra
02.2019 - 08.2023
  • Developed customer service strategies to
    improve customer loyalty and retention by 10%.
  • Train and coach team members to ensure they
    are up-to-date with product knowledge and
    customer service techniques.
  • Maintain customer service standards by
    monitoring and evaluating team performance.
    Administrative duties such as approving Paid Time
    Off for customer service representatives,
    scheduled team meetings, scheduled team
    outings, skilled additional customer service
    representatives to assist with staffing calls when
    call volume was high and monitored customer
    services representatives to calls and emails to
    ensure company process and procedures was
    followed
  • Handled over 50 chats per shift signing up new
    customers, retrieving customer data, presenting
    relevant product information and cancelling
    services

Team leader – operations and business analyst

Wipro
Thane
05.2014 - 02.2019
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
  • Held weekly team meetings to inform team members on company news and updates.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.

Sr. customer service associate

Convergys
Mumbai
11.2008 - 06.2010
  • Proactively addressed customer concerns in
    order to prevent escalations and complaints.
  • Greeted customers and listened closely to
    problems described to determine solutions.
  • Stepped up to assist customer service manager
    with complaints and issues during times of
    department short staffing.
  • Researched product locations at different
    facilities to arrange and coordinate drop
    shipments.

Debt Collection Specialist

Tracmail
Navi Mumbai
10.2007 - 10.2008
  • Used scripted conversation prompts to convey
    current account information and obtain
    payments.
  • Maintained high volume of calls and met
    demands of busy and productive group.
  • Worked in call center environment handling
    manual and automatically dialed outbound calls.
  • Achieved performance goals on consistent basis.
  • Collected on delinquent accounts to reduce
    overdue balances.

Education

Bachelor of Arts - History

University of Mumbai
Mumbai
03-2017

High School Diploma -

University of Mumbai
Mumbai
03-2005

Skills

  • Ul >
  • Business operations understanding
  • P > Leadership and team building
  • P > Team leadership and coaching
  • P>Performance improvement
  • P>Technical Support
  • P>Employee Evaluation
  • P>Complaint resolution
  • P>Team building and leadership

Timeline

Team leader – operations and business analyst

Accenture
02.2019 - 08.2023

Team leader – operations and business analyst

Wipro
05.2014 - 02.2019

Sr. customer service associate

Convergys
11.2008 - 06.2010

Debt Collection Specialist

Tracmail
10.2007 - 10.2008

Bachelor of Arts - History

University of Mumbai

High School Diploma -

University of Mumbai

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Sachin MahadikTeam Leader