Sahil Kathe

MANAGER CUSTOMER SERVICE

LRQA

Mumbai

2021.08 - Current

Created reports on customer feedback, complaints, and suggestions for management review.
Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
Assisted in developing an effective system for tracking client requests from initial contact through resolution.
Ensure that the Invoicing is correctly sent to the customer with the PO numbers
Managing Escalations from the Customer & providing them with satisfactory responses
Participate in the recruitment of new team members as and when required
Ensure all the Team Leaders maintain updated documentation regarding people & projects
Builds excellent Relationship with the Internal/External Customers
Check the invoicing details for the Customer whether the same are correctly sent
Manages the Debt Escalation process ensuring the Service cost are paid by the customer on a timely basis
Management of Issues related to invoicing process Sales Order, Purchase Order etc
Providing leadership & direction to the Employees
Ensuring proper Utilization of the Planners & the Invoicing members
Collaborating with management on employee & customer service issue
Understanding scheduling & staff level needs
Managing the SLA's for the countries ensuring the same are met
Co-ordination with the Sales team to check the data in Salesforce whether any sales gap are encountered & the sales contracts are tallied with the Ilearning software
Determine staffing requirements, work assignment & schedule for new project
Take overall team responsibility to collate and submit accurate management information, to assist with operational delivery and anticipate future demand
Collate and submit accurate management information, to assist operational delivery and anticipate future demand
Manage the BI portal Issues, Ensures that the data is up-to date & in sync to the Ilearning & BI portal figures
Cordinate service delivery and build and maintain excellent relationships
Conduct performance appraisal for the Team Leaders/Associates.
Monitored staff performance to ensure adherence to customer service standards.
Developed and implemented strategies for providing excellent customer service experience.
Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
Provided exceptional customer service to ensure customer satisfaction.
Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
Maintained accurate records of customers' interactions with the company in order to provide better future services.
Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
Assisted customers with making payments or establishing payment plans to bring accounts current.
Delivered continuous training to associates to maximize performance and customer relations skills.
Monitored phone calls to provide feedback and coaching.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Assisted staff with resolving complex customer issues and implementing targeted solutions.
Set clear expectations and helped employees pursue optimal paths for achieving each target.
Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Evaluated and authenticated returns, exchanges and voids.
Evaluated employee job performance and motivated staff to improve productivity.
Conducted research and reviewed findings to solve customer issues.
Rolled out operational improvements and solutions to deliver top-notch customer service.
Led team engagement to assist cross-functional departments and achieve goals.
Interviewed prospective employees and provided input to HR on hiring decisions.
Planned and led team meetings to review business results and communicate new and ongoing priorities.
Produced thorough, accurate and timely reports of project activities.
Resolved customer inquiries and complaints requiring management-level escalation.
Analyzed business performance data and forecasted business results for upper management.
Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Delegated work to staff, setting priorities and goals.
Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Asst Manager Operations

Bureau Veritas Pvt Ltd.

Mumbai

2012.03 - 2024.07

Managing a team of 80 Process Associates/Contract Officers & 5 Team Leaders
Analysis of data for different countries on a regular basis
Communication of Daily/Weekly reports to the management
Monitor the workflow as per the SLA requirement
Provide Feedback to the Team Leader/Associates on the progress of the activities performed
Co-ordination with the Country co-coordinators & Managers through calls & e-mails to get the actions completed & Improve performance
Back-up in absence of the Operations Manager
Facilitated communication between different teams within the organization.
Identified areas of risk within operations and developed plans for mitigation or elimination of these risks.
Coordinated the daily operations of the organization, including staffing, scheduling, budgeting, and inventory control.
Conducted performance reviews for staff members on a regular basis.
Reviewed invoices from vendors prior to payment authorization.
Motivated employee performance and satisfaction through fair evaluation, process review and mentoring.
Communicated clear action plans to optimize results and successfully execute operational activities.
Coached employees to work together to carry out daily functions and meet service objectives.
Monitored new employees, evaluated training programs and reported progress to supervisors.
Prepared staff work schedules and assigned team members to specific duties.
Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.

TEAM MANAGER

Capita Offshore Business Services

Thane

2006.08 - 2011.10

Assigned work and monitored performance of project personnel.
Delegated work to staff, setting priorities and goals.
Planned and led team meetings to review business results and communicate new and ongoing priorities.
Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

PROJECT LEADER

Tricom India Ltd.

2005.10 - 2006.08

TEAM LEADER

Epoch International

2004.03 - 2005.09

Sr Customer Service Executive

Zenta Technologies

Mumbai

2000.06 - 2004.02

Summary

Overview

Work History

MANAGER CUSTOMER SERVICE

Asst Manager Operations

TEAM MANAGER

PROJECT LEADER

TEAM LEADER

Sr Customer Service Executive

Education

Skills

Accomplishments

Trainingsattended

Personal Information

Languages

References

Timeline

MANAGER CUSTOMER SERVICE

Asst Manager Operations

TEAM MANAGER

PROJECT LEADER

TEAM LEADER

Sr Customer Service Executive

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