Sandeep Prabhakar Pawar
ADP Pvt Ltd
Pune
1
Certification
21
years of professional experience
Consultant - Canada Payroll, US benefits, Reporting & Payroll Technical Support experience with Process Improvement Skills.
Dynamic consultant with a proven track record at ADP Pvt Ltd, excelling in quality management and process improvement. Expert in operations management and client escalations, driving enhanced customer satisfaction. Adept at training and development, fostering teamwork, and implementing effective solutions to optimize service delivery and operational efficiency.
Work History
Consultant
6 Years 5 Months- Established quality standards for operational areas to ensure high-quality customer experience while adhering to SLAs and work processes.
- Implemented quality improvement measures according to ADP norms for continuous service enhancement and higher client satisfaction.
- Resolved escalated client issues through direct calls, ensuring seamless client experience and satisfaction.
- Maintained service levels and case resolution times to optimize both client and consumer satisfaction.
- Monitored efficiency metrics to identify improvement areas and enhance service delivery.
- Supported chat and MR000 teams by addressing inquiries and facilitating issue resolution.
- Drove key metrics such as Quality, Productivity, Efficiency, TCI (Teamwork, Commitment & Initiative), and Innovation.
Sr. Analyst
3 Years- Managed teams and data, emphasizing training, metrics, process management, and operations to enhance overall performance.
- Led project management initiatives and quality operations.
- Fostered customer relationships while overseeing training and development programs to improve team capabilities.
- Ensured sustained quality and supported CSR initiatives, including Enabling Tarang, to enhance community engagement.
Customer Service Associate
2 Years 6 Months- Handled customer inquiries via inbound calls for Airtel M&G Pre Paid, ensuring prompt and accurate responses.
- Delivered customer support and resolved inquiries, enhancing customer satisfaction and loyalty.
- Assisted customers with inquiries and issues through various communication channels.
- Resolved customer complaints efficiently while maintaining a positive demeanor.
- Utilized CRM systems to track and manage customer interactions and feedback.
Education
Bachelor of Arts
GPA: 2nd Class
Higher Secondary Certificate
GPA: 1st Class
Secondary School Certificate
GPA: 2nd Class
Skills
Quality Management
Process Improvement
Project Management
Service Delivery
Operations Management
Data Management
Reporting development
Continuous Improvement
SOP Development
UAT Testing
Client Escalations
Compensation Strategies
Payroll support
Data Analytics
Process Management
Training development
Training
Staff Development
Quality Operations
Customer management
CRM
MS Office
Associate Engagement
People Management
Reporting
MS Office
Certification
ELP Certification, Coaching and Effective Feedback
Language
English (Read Write Speak), Hindi (Read Write Speak), Marathi (Read Write Speak)
Projects
- Development of Simplified Reporting Platform: Collaborated with analytics development team to implement a simplified reporting platform.
- Associate Engagement Plan: Designed an associate engagement plan for the team.
- BPI Project: Successfully completed TS Service Request Project within a very short span.
Accomplishments
- Played a significant role in transitioning the MR2000 and technical chat processes, creating various SOPs.
- Collaborated with the analytics development team to implement a simplified reporting platform.
- Designed an associate engagement plan for the team.
- Successfully completed the TS Service Request Project within a compressed timeframe.
- Played a key role in performing UAT testing for all applications and deploying them to production.
- Supported the team in achieving excellence through training, floor support, client escalations, and SOPs, ensuring smooth transitioning of the MR2000 process.
- Managed Process Subject Matter Experts, Quality Analysts, and oversaw quality evaluation, grading systems, and outlier management.
- Provided handholding support to new trainees.
- Enhanced team members' skill sets by introducing practical training aspects.
- Delivered effective coaching to improve customer satisfaction.
- Imparted knowledge of troubleshooting in both technical and non-technical environments.
Awards
Associate of the Quarter, Star Of The Month, Best Performer / Spot Light, Quality Award Of Honor, Recognition - For outstanding contribution over Improving Associate Experience
Timeline
Consultant
ADP Pvt Ltd
04.2020 - CurrentRead More
Sr. Analyst
ADP Pvt Ltd
03.2017 - 03.2020Read More
Customer Service Associate
IBM Daksh BPO ADP Pvt
04.2005 - 10.2007Read More
Kolhapur University, Shivaji University
Bachelor of Arts
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Maharashtra Board, Shivaji University
Higher Secondary Certificate
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Maharashtra Board, Shivaji University
Secondary School Certificate
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