Summary
Work History
Education
Skills
Accomplishments
Areasofinterest
Disclaimer
Personal Information
Languages
Timeline
Generic
SAGAR LOTAKE

SAGAR LOTAKE

Operations Team Leader
Pune

Summary

Highly motivated individual with a strong desire to grow and evolve into operations/process management. Bring a diverse range of skills that make me an invaluable asset to any organization. Leader of the customer care department, playing a crucial role in enhancing the overall customer experience. Expertise in mentoring, directing, and supervising the customer service team, successfully improving department functions and performance. Provide top-notch professional support services, ensuring personalized interactions with clients and effective resolution of their queries. Meeting all Service Level Agreements (SLAs) is always a top priority.

Work History

Team Leader

Hexaware Technologies Pvt Ltd
12.2022 - 08.2024
  • Drive Performance in the team to meet targets
  • Manage the daily team activities and ensure the daily operations run smoothly
  • Drive team adherence, manage monthly scheduling, monitor, and manage leaves, attendance, breaks, attrition etc
  • For the team
  • Manage key business metrics like SLA's and NPS, Drive Continuous Improvement in the team along with metrics improvement, generate dashboard and scorecards for the team for review
  • Performance management and appraisals for the entire team
  • Gained strong leadership skills by managing projects from start to finish.
  • Self-motivated, with a strong sense of personal responsibility.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Versatile professional with strong problem-solving skills and history of adapting to diverse challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
  • Skilled at working independently and collaboratively in a team environment.

Assistant Manager

Concentrix Daksh Services India Private Limited
06.2014 - 07.2022
  • Enables and motivates team members to deliver exceptional customer experiences through ongoing support, development, empowerment, and positive reinforcement
  • Engage with team members treating them as individuals
  • Coaches the team to ensure the quality of customer experience meets the appropriate standard
  • Measures and manages the team to meet performance targets
  • Communicates information in a timely, relevant, and accurate manner to all team members
  • Ensured team meet their targets, their stacks are met month on month & motivated employees for outstanding results
  • Regular client interactions.
  • Provided professional services and support in a dynamic work environment.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Developed and maintained courteous and effective working relationships.
  • Learned and adapted quickly to new technology and software applications.
  • Identified issues, analyzed information and provided solutions to problems.
  • Delivered services to customer locations within specific timeframes.
  • Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.

CRM lead in Banking Process

IBM Daksh Business Process Services Private Limited
04.2011 - 06.2014
  • Good exposure in the utilities industry & good knowledge of Internet, Chat, Email tools
  • To provide effective, coaching & feedback
  • Good in Analytical skills good understanding of Energy/Utilities & Insurance process
  • Exposure in coaching individuals via observation, feedback, mentoring and task demonstration
  • Strong in documentation and email etiquette and skilled to create TNA
  • Demonstrated ability to work collaboratively with customers/clients to deliver high levels of Contact Resolution and Customer Satisfaction
  • & Ability to perform detailed task analysis.

Senior Business Associate

Fiserv Global Services
06.2007 - 04.2011
  • Assisting the customers about the worker's compensation Policies
  • Obtaining information from various insurance companies' employers' physicians and Collecting payments and processing of the claims
  • One-One with the team and scheduled Monthly Team meetings
  • Feedback and Coaching, Knowledge management for the team and quality control
  • Apply performance management strategies - action plans, BQ planning
  • Ensured follow-up action is taken when necessary and keep the customer informed
  • Shared knowledge to ensure exceptional customer service.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Skilled at working independently and collaboratively in a team environment.
  • Resolved problems, improved operations and provided exceptional service.
  • Cultivated interpersonal skills by building positive relationships with others.

Education

Bachelor of Commerce - undefined

MMCC College Pune
04.2003

Higher Secondary Certificate - undefined

MMCC College Pune
02.2000

Indian Secondary School Certificate - undefined

The Bishops School Pune
06.1998

Skills

  • Good leadership, management, Organizational, Communication and motivational skills
  • Leader and team player with proven conceptual, analytical, and problem-solving capabilities
  • Managing a team, inspired and motivated a multi-functional team to deliver world class customer Service Experience
  • Performance monitoring
  • Regulatory Compliance
  • Operations Management
  • Workplace Safety
  • Resource Allocation
  • Key Performance Indicators
  • Coaching and Mentoring
  • Quality Control
  • Performance Improvement
  • Team Supervision
  • Service Level Agreements
  • Onboarding and Orientation

Accomplishments

  • Ovation Award for Quarter 1 for the year 2017
  • Manager who Shines Award for Q4 - 2018

Areasofinterest

Traveling, listening to Music & Reading, watching movies.

Disclaimer

I hereby declare that the information furnished above is true to best of my knowledge and belief.

Personal Information

  • Father's Name: Mr. Ramachandra Lotake
  • Date of Birth: 08/05/81
  • Marital Status: Married

Languages

English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Marathi
Advanced (C1)

Timeline

Team Leader

Hexaware Technologies Pvt Ltd
12.2022 - 08.2024

Assistant Manager

Concentrix Daksh Services India Private Limited
06.2014 - 07.2022

CRM lead in Banking Process

IBM Daksh Business Process Services Private Limited
04.2011 - 06.2014

Senior Business Associate

Fiserv Global Services
06.2007 - 04.2011

Bachelor of Commerce - undefined

MMCC College Pune

Higher Secondary Certificate - undefined

MMCC College Pune

Indian Secondary School Certificate - undefined

The Bishops School Pune

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SAGAR LOTAKEOperations Team Leader