Saleel Khetle
Mumbai
Summary
Results-driven professional with over five years of customer service experience and technical support, specializing in process optimization. Passionate about fostering a positive, client-focused support environment while ensuring operational excellence. Successfully implemented process improvements that enhanced operational efficiency and team productivity, demonstrating strong problem-solving and communication skills to drive team success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Supervisor/Manager - Continuous Improvement (Global Performance - Audit Services)
Accurate Background India Pvt Ltd
12.2023 - 11.2024
- Developed business process architecture for Quality Management Systems (QMS), enhancing audit efficiency
- Orchestrated comprehensive process assessments, identifying inefficiencies and reducing process cycle time by 8 % through targeted improvements
- Directed root cause analysis efforts, reducing compliance errors through strategic corrective actions and quality framework enhancements
- Led cross-functional process improvement initiatives, ensuring timely completion and seamless implementation with minimal disruption
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
Continuous Improvement (Audit Services) Analyst - Global Performance
Accurate Background India Pvt Ltd
02.2023 - 11.2023
- Conducted comprehensive audits of SOPs and documentation, eliminating redundancies and improving efficiency by 10%
- Created audit schedules and protocols for systematic process evaluation and ensured adherence to industry best practices
- Collaborated with stakeholders to implement corrective actions, reducing compliance deviations and optimizing workflows
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Process Associate
Tata Consultancy Services
11.2019 - 04.2022
- Managed customer interactions via phone and email, ensuring high service quality and SLA adherence
- Trained new team members on compliance and support protocols, enhancing overall efficiency
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Supported management in identifying areas for improvement.
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
Process Trainer & Knowledge Manager
Concentrix India Pvt Ltd
01.2019 - 09.2019
- Developed and delivered training programs, increasing team productivity by 10%
- Analyzed service quality metrics, identifying areas for improvement and implementing corrective measures
- Identified and Analyzed Trainings needs
- Delivered robust training courses via classroom and e-learning programs.
- Streamlined training modules for increased trainee comprehension and retention.
- Increased employee engagement in training sessions through the use of interactive activities and group discussions.
Soft Skills and Communications Coach / Voice and Accent Training
Concentrix India Pvt Ltd
04.2016 - 12.2018
- Trained new hires on fundamental skills of grammar and voice & accent (sentence construction, syllable stress, subject verb agreement, vowels and consonants)
- Monitored and provided feedback for bottom performers to ensure that they move up the learning curve by conducting one-on-one coaching sessions
- Conducted on-floor interventions through coaching and feedback
- Supported OJT/Production ramp by observing, measuring, and monitoring learners as needed
- Assisted clients in refining storytelling abilities for more impactful presentations and speeches.
- Facilitated group sessions focused on active listening, empathy, and effective verbal and non-verbal communication techniques.
Customer Support Representative
Concentrix India Pvt Ltd
01.2013 - 03.2016
- Manage post sales support, technical support and billing for new mobile, landline and broadband customers
- Supported sales efforts by offering knowledgeable insights into product offerings during upselling opportunities.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Developed personalized solutions for customers based on their unique requirements, fostering long-term relationships with clients.
Warehouse Manager
Rhodi Imports Inc (VOI JEANS)
06.2008 - 03.2012
- Checked and verified shipping records, handled questions or concerns of shipping shortages or overages and addressed any problems with inventory control in SAP
- Arranged drop-offs and deliveries and scheduled loading dock use of mechanical equipment
- Ensured that all appropriate safety regulations are being followed (personal & inventory)
- Conducted periodic audits of inventory levels to ensure accuracy, identifying discrepancies for swift resolution.
- Maintained a safe work environment by enforcing strict adherence to OSHA guidelines and company policies.
- Oversaw upkeep of equipment and physical condition of warehouse, identifying and ordering needed repairs, renovations, and replacements.
Claims Coordinator
HomeServe Claims Management
10.2005 - 04.2008
- Managed claims costs
- Cross-trained the team to reduce absenteeism and eased holiday or off-site training cover
- Created user-friendly templates for common claim forms, simplifying the submission process for clients and reducing processing time.
- Maintained strict adherence to confidentiality guidelines, ensuring sensitive client information was securely handled and protected at all times.
- Collaborated with team members to develop strategies for optimizing the claims process, resulting in improved client experience.
Education
Bachelor of Science - Biomedical Science
University of Central Lancashire
Preston05.2005
Skills
- Client Relations
- Process Optimization
- Risk Mitigation
- SLA Monitoring
- Technical Support
- Customer service
- Training and mentoring
- Attention to detail
Accomplishments
Selected as one of only five employees worldwide for the prestigious Ultimate Wingman Programme, recognizing exceptional customer service skills. This exclusive opportunity included an immersive visit to the company’s offices and headquarters in Melbourne and Sydney, showcasing my commitment to excellence and global collaboration.
Certification
Six Sigma - Green Belt - 2024
Languages
English
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Supervisor/Manager - Continuous Improvement (Global Performance - Audit Services)
Accurate Background India Pvt Ltd
12.2023 - 11.2024
Continuous Improvement (Audit Services) Analyst - Global Performance
Accurate Background India Pvt Ltd
02.2023 - 11.2023
Process Associate
Tata Consultancy Services
11.2019 - 04.2022
Process Trainer & Knowledge Manager
Concentrix India Pvt Ltd
01.2019 - 09.2019
Soft Skills and Communications Coach / Voice and Accent Training
Concentrix India Pvt Ltd
04.2016 - 12.2018
Customer Support Representative
Concentrix India Pvt Ltd
01.2013 - 03.2016
Warehouse Manager
Rhodi Imports Inc (VOI JEANS)
06.2008 - 03.2012
Claims Coordinator
HomeServe Claims Management
10.2005 - 04.2008
Bachelor of Science - Biomedical Science
University of Central Lancashire
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