Sana Makhjankar
Navi Mumbai
Summary
To join an organization that gives me an opportunity to showcase my skills and also helps me gain practical exposure in business sector.
An articulate speaker with Strong Interpersonal, Analytical Skills & Communications skills. Ability to seed & disseminate knowledge. Abilities to co-ordinate the team with good planning skills to give qualitative output with presenting and cope up with the workload. Skills to work under pressure stress and meet deadlines in a team with high level of involvement. Considerable awareness of global l d & i.
Overview
11
11
years of professional experience
Work History
Team Leader
One point One solution
Mumbai
03.2023 - Current
- Handling the span size of 28 associates
- Daily task doing PMS & QMS
- Queue Monitoring and meeting the SL with Target
- Assigning Chats and Emails
- Focus on Quality with high importance
- Updating daily performance and providing consistent feedbacks
- Controlling the team Shrinkage and Attrition with the Target
- Participating in the Call Quality calibrations to define / review the quality parameters
- Handling client escalations and logistic related escalations
- Briefing the updates about the products
- Handling escalation calls & Chats
- Preparing weekly roster for team
- Coordinating with different department for quick resolution for any minor problem
- Taking Interview for new batch
- Audits live calls to improve CRE' call quality
- Coordinating with clients for process updates.
Team Leader
IDBI Intech limited
Mumbai
02.2021 - 08.2022
- Handling the span size of 36 associates
- Maintaining the Team Appraisal on daily basis
- Queue Monitoring and meeting the SL with Target
- Guiding & giving directions to the associates in terms of product
- Focus on Quality with high importance
- Updating daily performance and providing consistent feedbacks
- Controlling the team Shrinkage and Attrition with the Target
- Participating in the Call Quality calibrations to define / review the quality parameters
- Motivating and taking initiatives to bring up their individual talents
- Briefing the updates about the products
- Handling escalation calls
- Preparing weekly roster for team
- Coordinating with different department for quick resolution for any minor problem
Customer Support Associate
IDBI Intech Private limited
12.2014 - 03.2017
- Front office Voice based support for IDBI-Inbound customer
- Queue Monitoring and meeting the SL with Target
- Mentoring the New hires when hit the floor for budding
- Handling escalation calls
- Involved in team briefing on new updates
- Handling the team and floor in absence of Team Leader
Customer Support Associate
First Source Private limited
02.2014 - 11.2015
- Front office Voice based support for AXIS -Inbound customer
- Taking Escalation calls
- Mentoring the New hires when hit the floor for budding
- Handling Training Nesting Batch
- Involved in team briefing on new updates
- Handling the team and floor in absence of Team Leader
Education
HSC -
Board of Maharashtra
08.2021
SSC -
Board of Maharashtra
Skills
- Good Client & people management
- Training management
- Strong Interpersonal Skills
- Analytical Skills
- Communication Skills
- Team Coordination
- Planning Skills
- Ability to work under pressure
- Deadline Management
Accomplishments
- Molded 6 people successfully moved to next level from my team as Quality & complaint process
- Rewarded best performer award for the best performance as a Team Coach & Team Leader
- In Month Of JULY23 rewarded best Team Leader
Languages
- English
- Urdu
- Hindi
- Marathi
Professional attributes
- A high standard of professionalism in my work
- Ability to remain calm and objective in all situations
- Identifies and resolve client problems
- Able to work autonomously and in a team environment
- A good sense of humour and the willingness to be part of a team
Timeline
Team Leader
One point One solution
03.2023 - Current
Team Leader
IDBI Intech limited
02.2021 - 08.2022
Customer Support Associate
IDBI Intech Private limited
12.2014 - 03.2017
Customer Support Associate
First Source Private limited
02.2014 - 11.2015
HSC -
Board of Maharashtra
SSC -
Board of Maharashtra
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