SHAHRZAD BHAGVAGER

• Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
• Ensuring delivery as per the SOW and MSA contractual agreements.
• Drove performance of staff by creating a positive work atmosphere and recognition and rewards programs.
• Conducting monthly and annual reviews to direct reports and set clear and measurable goals and action plans
• Facilitated meetings to communicate team performance goals and results.
• Identify process related risks and formulate solutions.
• Formulating and driving performance improvement plans for bottom quartiles.
• Continuous process improvement initiatives to drive a positive financial outcome for the account.

Domain : Banking & Finance

• Built strong relationships with customers through positive attitude and attentive response.
• Mentored and guided employees to ensure timely completion of assigned duties.
• Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
• Assisted with new hire processing and existing training programs.
• Participated in cross-functional team-building activities.
• Ensured correct and concise reporting of Daily/Weekly and Monthly deliverables to the client as well as Internal Stakeholders.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork by conducting weekly brainstorming sessions.

• Telstra
• Domain : Telecommunications
• Lead a team of 17 Quality Analyst catering to Telstra Small Business.
• Identifying gaps in processes and developing alternatives to alleviate them through Six Sigma Lean Techniques.
• Active and effective participation in Monthly Business Reviews with Industry Partners.
• Determining, negotiating and agreeing on in-house quality procedures and standards.
• Recording, analyzing and distributing statistical information with both internal and external stakeholders.
• Monitoring daily, weekly and monthly performance to ensure all Strategic KPI's are met as per the SOW (Statement of Work)
• Determining training needs identified through call monitoring, mock calls and call listening sessions.
• Assessing customer requirements and ensuring that they are met by providing world class customer service.
• Identifying risks in meeting KRA's and formulated strategic plans to mitigate the risk.

• Handling a team of 16 Quality Analyst catering to 26 sub queues
• Identifying weakness in processes and developing alternatives to alleviate them through Six Sigma Lean Techniques
• Active participant in the ISO - International Organization for Standardization and (IQMS) Internal Quality Management System Audits
• Determining, negotiating and agreeing on in-house quality procedures and standards
• Recording, analyzing and distributing statistical information with both internal and external stakeholders
• Monitoring daily, weekly and monthly performance to ensure all Strategic KPI's are met as per the SOW (Statement of Work)
• Determining training needs identified through call monitoring
• Determined root cause of deviations and non-conforming results and implemented appropriate corrective and preventive actions.
• Assessing customer requirements and ensuring that these are met by providing world class customer service
• Achievements:
• Awarded Star Performer Award in July 2013
• Won the BPS Star Performer in June 2014
• Six Sigma Green Belt certified in 2015 .
• Awarded most consistent performer from October 2015 to May 2016.
• Successful completion of 2 Six Sigma Green Belt projects.
• Service and Commitment Award for Completing 5 years in TCS in Jan 2018.

• Domain: Telecom – Customer Service, End to end customer service for Vodafone and 3 Global Services across Australia
• Worked with different processes such as Vodafone Care, Billing, Upgrades and Retentions
• Subject Matter Expert, Floor Walking and Canvas Management
• Customer Centricity and providing exceptional customer service to all internal and external customers
• Achievements:
• Have got many appreciation emails from supervisors and customers for providing exceptional customer service on the call by owning the customers issue and treating each and every customer with utmost sensitivity and respect and providing end to end resolution.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
• Maintained, tracked and trended data for monthly reporting.
• Participated in activities designed to improve customer satisfaction and business performance.

• Domain: Investment Banking.
• Contributed to team success by completing jobs quickly and accurately.
• Pursued learning opportunities to advance knowledge and take on leadership position.
• Learned all required tasks quickly to maximize performance.
• Worked different stations to provide optimal coverage and meet production goals.
• Maintained productive, efficient approach to all tasks.
• Resolved issues quickly to maintain productivity goals.