Sanket Waghmare
Mumbai
Summary
Dynamic Operations Team Leader with proven success at Foundever, excelling in project management and team building. Expert in enhancing productivity and customer satisfaction through effective performance evaluation and conflict resolution. Recognized for fostering strong relationships and implementing data-driven improvements, resulting in a significant boost in team efficiency.
Overview
10
10
years of professional experience
Work History
Operations Team Leader
Foundever
Mumbai
02.2024 - Current
- Currently working for Cox Communications (ISP domain).
- Currently managing a team of 23 advisors.
- Conducting shift briefings, educating them to increase productivity, accuracy, and commitment to friendly service.
- Managing SLA, shrinkage, and CRR.
- Built strong relationships with customers through a positive attitude, and attentive response.
- Established open and professional relationships with team members to resolve various issues quickly.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Managed leave requests, absences, and arranged covers to facilitate the smooth flow of operations.
- Worked with the team to identify areas of improvement and devised solutions based on findings.
- Held weekly team meetings to inform members of company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Communicated KPIs outlined in the monthly and annual plan to inform employees of expectations and deliverables.
- Promoted high standards through a personal example to help each member understand expected behaviors and standards.
Operations Team Leader
WNS Global Services
Mumbai
01.2020 - 02.2024
- Worked for Expedia Process (Travel-Domain)
- Currently managing a Team of 22 advisors
- Conducted shift briefings of 30 to 35 advisors at a time and educated them to increase productivity, accuracy, and commitment to friendly service.
- Creating a weekly roster for 150 advisors and their supervisors.
- Managing SLA, shrinkage, attrition, AHT, RR, NPS, outbound calls, and C-Sat and D-Sat.
- Managed the successful Bottom Quaile project for three months.
- Built strong relationships with customers through a positive attitude and attentive response.
- Established open and professional relationships with team members to resolve various issues quickly.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Managed leave requests and absences and arranged covers to facilitate the smooth flow of operations.
- Worked with the team to identify areas of improvement and devised solutions based on findings.
- Held weekly team meetings to inform members of company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Creating a weekly roster for 150 advisors and a supervisor.
Customer Service Executive
Hinduja Global Solutions
Pune
01.2017 - 07.2018
- Worked for Telecom Domain
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Answered a constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Utilized customer service software to manage interactions and track customer satisfaction.
Customer Care Executive
TATA Business Support Services Limited
Pune
08.2015 - 11.2016
- Worked for Telecom Domain
- Responded to customer calls and emails to answer questions about products and services.
- Offered advice and assistance to customers, paying attention to special needs, or wants.
- Informed customers about special promotions, and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Helped a large volume of customers every day with a positive attitude and a focus on customer satisfaction.
- Solved problems with products and services by providing customers with technical support.
- Increased revenue by cross-selling and upselling products and services.
- Provided training and support to new associates to help provide high-quality customer service.
Education
Bachelor of Commerce - Commerce
Himalayan University
Arunachal Pradesh06-2024
Higher Secondary Certificate - Commerce
Maharashtra State Board
Pune06-2014
Secondary School Certificate -
Maharashtra State Board
Pune06-2012
Skills
- Project management
- Microsoft Excel
- Customer service
- Data analysis
- Team building
- Vendor relations
- Performance evaluation
- Time management
- Scheduling management
- Conflict resolution
Timeline
Operations Team Leader
Foundever
02.2024 - Current
Operations Team Leader
WNS Global Services
01.2020 - 02.2024
Customer Service Executive
Hinduja Global Solutions
01.2017 - 07.2018
Customer Care Executive
TATA Business Support Services Limited
08.2015 - 11.2016
Bachelor of Commerce - Commerce
Himalayan University
Higher Secondary Certificate - Commerce
Maharashtra State Board
Secondary School Certificate -
Maharashtra State Board
Similar Profiles
Asia JohnsonAsia Johnson
Patient Billing Representative at FoundeverPatient Billing Representative at Foundever
CEDRIC LAUPENCEDRIC LAUPEN
Conseiller clientèle at FOUNDEVERConseiller clientèle at FOUNDEVER
TAWIANA MILONTAWIANA MILON
Chat & Phone Tech Support/ Customer Service Agent at FoundeverChat & Phone Tech Support/ Customer Service Agent at Foundever