Santosh Gosavi
Summary
Accomplished Team Lead with a proven track record at Tata Consultancy Services Ltd, excelling in team management and operations management. Expert in driving production monitoring and enhancing customer service through strategic resource allocation. Demonstrated success in mentoring teams of up to 19, significantly improving project delivery and efficiency. Experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback.
Overview
8
8
years of professional experience
Work History
Team Lead
Vighnharta Enterprises
09.2023 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Coached team members in techniques necessary to complete job tasks.
- Assisted in recruitment to build team of top performers by evaluating their performance on daily, weekly and quarterly.
- Handling team of 12 - 14 agents for the blended process.
Shift Lead
Open Symmetry
04.2022 - 08.2023
- To run daily plan as per client requirement and process all the requests including ad-hoc.
- Managed roaster and leave requests without impacting the production.
- Maintained SLA and and reporting to the client on daily basis.
- Trained new employees and delegated daily tasks and responsibilities.
- To prepare RCA for any new case scenario or issue related to production or product.
- Conducting daily huddle to keep the team update with latest changes in the daily plan.
Acting Team Lead (Sr Associate)
Tata Consultancy Services Ltd
01.2017 - 04.2022
- Worked as Associate, SME and led the team size of 15 - 19 in banking cards domain.
- Provided support to L2 escalation desk with blended process.
- Maintained AHT, Attrition and shrinkage without hampering any project requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Developed effective improvement plans in alignment with goals and specifications.
- Created and managed project plans, timelines and PPT's as per client requirement.
Education
Batchelor of Commerce - Banking
University of Pune
Pune07.2012
Skills
- Team management
- Production Monitoring
- Customer service
- Data analysis
- Resource Allocation
- Operations Management
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Tools used
- Salesforce
- Customer eye
- Finnone
- SAP
- Powershell
- MS - office
Timeline
Team Lead
Vighnharta Enterprises
09.2023 - Current
Shift Lead
Open Symmetry
04.2022 - 08.2023
Acting Team Lead (Sr Associate)
Tata Consultancy Services Ltd
01.2017 - 04.2022
Batchelor of Commerce - Banking
University of Pune
Similar Profiles
Lewis McCanceLewis McCance
CDL A OTR Truck Driver at US XPRESS ENTERPRISES, INC, Werner EnterprisesCDL A OTR Truck Driver at US XPRESS ENTERPRISES, INC, Werner Enterprises
Kayode DamolaKayode Damola
Warehouse Operative, Production Operative-Packer and loader at I&S Global Enterprises, Gama Glass EnterprisesWarehouse Operative, Production Operative-Packer and loader at I&S Global Enterprises, Gama Glass Enterprises
PRITAM VERMAPRITAM VERMA
Management Intern at Shiv Shakti EnterprisesManagement Intern at Shiv Shakti Enterprises
Kimberly DroskiKimberly Droski
Food and Beverage Team Lead, Closing Team Lead/General Merchandise Team Lead/Inbound/Logistics Team Lead/Food and Beverage Team Lead at TargetFood and Beverage Team Lead, Closing Team Lead/General Merchandise Team Lead/Inbound/Logistics Team Lead/Food and Beverage Team Lead at Target
Harvey StroughterHarvey Stroughter
Team Lead at ABC Auto PartsTeam Lead at ABC Auto Parts