Hi, I’m
SAGAR A. KULKARNI
Senior Customer Experience Manager
Mumbai
Summary
Dedicated with over 14 years in Customer Experience, Transactional Quality and Process Improvement, specializing in operational efficiency, statistical analysis and reports, Keen on delivering high-quality, cost-effective solutions in quality management.
Overview
14
years of professional experience
3
Languages
Work History
Sutherland Global Services
Senior Customer Experience Manager
11.2021 - Current
Job overview
- Netflix Global & du Telecom UAE
- Leading a team of 45+ QA, 2 AM & 3 Location, ensuring the seamless operation of 1500+ FTEs.
- Managing International Voice and Non Voice queues across 3 locations Mumbai, Bhopal & Alexandria.
- Responsible for Transactional quality, Business improvement projects - successfully managed NPS, OB Sale & Repeat Reduction.
- Designed and executed outbound sales optimization strategy, resulting in a 15% increase in sale for FY 23.
- Managed to achieve customer experience KPIs in bonus zone consistently for year 2023 & 2024 (TNPS & FCR for du Telecom & CSAT for Netflix).
Hexaware
Deputy Manager Quality
06.2019 - 07.2021
Job overview
- Account - HDFC Life Insurance
- Managed a team of 30 QA, overseeing all aspects of the quality management and process improvements.
- Responsible for Quality KPIs - QA Score, CSAT, Escalation Matrix.
- Enhanced quality measures, resulting in a 33% decrease in critical defects.
- Directed the successful management of sales campaign, which involved the coordination of 22+ employees, increased sales by 3% on online channels
- Streamlined the process of quality, improving efficiency and reducing repeat by 12%.
Concentrix
Deputy Manager Quality & Training
10.2017 - 03.2019
Job overview
- Account - SBI Cards
- Coordinated day-to-day operations, supporting over 500+ FTEs
- Responsible for Quality & Training KPIs - QA Score, Process Improvement, Escalation Matrix, Training delivery & throughput
- Attending client and stakeholder reviews, undertaking steps to ensure client satisfaction.
- Preparing and analyzing quality reports - Quarterly Business Review- Training Need Identification, Daily CSAT Reports, all basic task related to Quality-Tag/No-Tag analysis etc.
Intelenet Global Services
Assistance Manager Quality
05.2011 - 10.2017
Job overview
- Accounts - Vodafone and Asian Paints
- Responsible for Quality KPIs – CSAT, Transactional Quality and Escalation Matrix
- Managed Vodafone with FTE of 1250 & Asian Paints with FTE of 567
- Track and maintains data performing statistical calculations
- Applied Quality tools and approaches to analytical and reporting process within each dept.
- Developed and analyzed statistical data and product specification, identified root cause
Education
Dr. BAMU UniversityAurangabad, MH, IND
Bachelor of Science
05.2013
Vivekanand Education SocietyAurangabad, MH, IND
HSC
04.2009
Skills
Six Sigma Certified
People Manager
Tool / Technology
Blended Operations
Quality Management
Customer journey mapping
Data analytics
Cross-functional collaboration
Accomplishments
- Implemented Repeat Reduction Project - Led the Repeat reduction project, resulting in $250K annual savings.
- Launched EURA Strategy - To ensure First Interaction Resolution (FIR), launched End User Resolution Accuracy, increasing FIR by 8%.
- Sales Improvement Project - Successfully managed to increase sales attainment from 93% to 120%
- Customer Experience - In Bonus Zone for KPI TNPS and CSAT consistently since last 12 months.
Timeline
Senior Customer Experience Manager
Sutherland Global Services
11.2021 - Current
Deputy Manager Quality
Hexaware
06.2019 - 07.2021
Deputy Manager Quality & Training
Concentrix
10.2017 - 03.2019
Assistance Manager Quality
Intelenet Global Services
05.2011 - 10.2017
Vivekanand Education Society
HSC
Dr. BAMU University
Bachelor of Science