Amit Modak
Mumbai
Summary
A well-versed Team Lead with the ability to set goals and influence team members in achieving targets. Possess ability to multitask in a fast-paced environment and aptitude to effectively facilitate escalated customer issues through strong communication, organizational and interpersonal skills
Overview
17
17
years of professional experience
Work History
Team Leader
Concentrix
Mumbai
10.2023 - Current
- Led a team of 20 executives in voice airline process operations
- Supported team member development through one-on-one sessions, providing feedback and setting timely goals
- Conducted coaching and feedback to team members and administered corrective action.
- Managed escalations to effectively resolve customer complaints
- Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Utilized GDS Amadeus in both cryptic and graphic modes to streamline travel reservations.
Team Leader
Firstsource Solutions Limited
08.2018 - 10.2021
- Handling a team with an average of 20 executives for Chat process
- Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Supporting the team member development and performance by one-on-one sessions by providing feedback and timely goal setting
- Following procedures and scripts, using fundamental knowledge to navigate information systems
- Handing Escalations with the aim of resolving customer complaints
- Conducted coaching and feedback to team members and administer corrective action.
- Comcast Chat Process (US)
Team Leader
Intelenet Global services pvt ltd
10.2015 - 10.2017
- Responsible for daily distribution of work and maintain appropriate and timely response
- Involved in product Training of new tools, new releases, policy updates, and conducting daily refreshers for product related queries
- Frequently interacting with the onshore team via emails and calls
- Ensure the smooth and overall functioning of the process and daily work allocation as per the client SLA & the deliverables
- Ensuring compliance with client's systems and procedures
- Interact with internal and external auditors for
- Resolved escalation level calls from representatives and clients, including social media escalations
- Involved in Hiring process and conducting Operations round for the role of Customer Service Executive
- EasyJet Airline Process (UK)
Team Coach
Intelenet Global Services pvt ltd
03.2014 - 09.2015
- Promoted as Team Coach to handle a team working on Voice/Emails
- Setting expectations, analyzing and managing performance
- Goal Setting by means of coaching, development, and following two-way feedback to motivate a high performance and productivity
- Reports included any problem areas in the department requiring attention and suggestions on how to resolve these issues.
- Regular training sessions for product upgrades, new product releases, daily bulletins, Updates in tools
- Maintaining Shrinkage and Attrition by setting expectations and rapport building
- Handling Social Media Escalations and reaching out to customers for resolving complaints
Customer Service Executive
Intelenet Global Services pvt ltd
08.2012 - 01.2014
- Handing Inbound Calls and emails related to airline ticketing, bookings, disruption management
- Moved to Tier 2 team for handling social media escalations.
- Handling Customer complaints and floor walking as a part of Escalations team
- EasyJet Airline Process (UK)
Customer Service Executive
Intelenet Global Services pvt ltd
04.2009 - 12.2010
- Verified customer transactions by handling inbound calls for fraud prevention team.
- Conducted on-the-job training sessions for new employees to ensure effective onboarding.
- Barclays Fraud Prevention (UK)
Education
Bachelor's Degree - Commerce
Malini Kishor Sanghvi College of Commerce & Economics
Mumbai04-2011
Skills
- Microsoft Excel
- MS Powerpoint
- Adobe Acrobat
- Team leadership
- Customer service
- Performance coaching
- Team management
- Visual Communication
- Graphic Design
Accomplishments
- Best Customer Services Advisor, easyJet, 2013
- Attended Product Training Workshops, EasyJet HQ, London Luton
- Best Team Leader (I Sparkle), 2016, EasyJet Process
- Best Team Leader, 2016, Global Top 100 Awards
- Best Team Leader, EasyJet Process
Hobbies and Interests
- Digital Art
- Designed and implemented an electronic document control and workflow management solution that simplifies creating Notes on accounts for frequent or repeat customer interactions to reduce average handling time and smooth process of documentation.
Languages
- English
- Marathi
- Hindi
Languages
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Marathi
Proficient (C2)
C2
Timeline
Team Leader
Concentrix
10.2023 - Current
Team Leader
Firstsource Solutions Limited
08.2018 - 10.2021
Team Leader
Intelenet Global services pvt ltd
10.2015 - 10.2017
Team Coach
Intelenet Global Services pvt ltd
03.2014 - 09.2015
Customer Service Executive
Intelenet Global Services pvt ltd
08.2012 - 01.2014
Customer Service Executive
Intelenet Global Services pvt ltd
04.2009 - 12.2010
Bachelor's Degree - Commerce
Malini Kishor Sanghvi College of Commerce & Economics