Sharad Gaikwad

• Customer Care Leadership: Provided strategic direction and leadership for the customer care team, ensuring alignment with company goals and objectives. Implemented
  Develop and implement comprehensive customer care strategies to enhance the overall customer experience across all touchpoints
  Lead by example, fostering a customer-centric culture within the team and throughout the organization
  Multinational Team Management: Manage and mentor a diverse multinational team of customer care professionals, fostering collaboration, innovation, and continuous improvement
  Provide guidance and support to team members, enabling them to excel in their roles and achieve individual and team goals
  Conduct regular performance evaluations, provide feedback, and identify opportunities for development and growth
  Customer Relations Excellence: Oversee all aspects of customer relations, including pre-sales, during sales, and post-sales support, to ensure a seamless and personalized experience for customers
  Develop and maintain strong relationships with key customers, understanding their needs, preferences, and pain points, and proactively addressing their concerns
  KPIs and SLAs Management: Establish and monitor KPIs and SLAs to measure the effectiveness and efficiency of customer care operations
  Analyze performance data, identify trends, and implement strategies to optimize performance and exceed targets
  Customer Satisfaction Goals Achievement: Set clear customer satisfaction goals and develop action plans to achieve and exceed them
  Implement customer feedback mechanisms and utilize insights to drive continuous improvement initiatives
  Strategic Planning and Initiative: Develop and execute strategic initiatives to enhance customer care processes, systems, and technologies
  Identify opportunities for innovation and differentiation in customer care, turning it into a unique selling point for the company.
  Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  Supervised operations staff and kept employees compliant with company policies and procedures.
  Developed and implemented strategies to maximize customer satisfaction.
  Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  Developed and maintained relationships with external vendors and suppliers.
  Trained and guided team members to maintain high productivity and performance metrics.
  Assisted in recruiting, hiring and training of team members.
  Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them
• Supervised operations staff and kept employees compliant with company policies and procedures
• Led hiring, onboarding and training of new hires to fulfill business requirements
• Developed and implemented strategies to maximize customer satisfaction
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes
• Facilitated smooth collaboration between departments through clear communication channels
• Increased profit by streamlining operations
• Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands
• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
• Implemented quality control systems to boost overall product consistency and reliability
• Analyzed and reported on key performance metrics to senior management
• Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly

· Handling a team of 45 people, who deal with after sales queries from the end customers.

· Had started in the position when the team was being built and growing.

· With help of Management have structured the team and groomed every person in the team.

· People development have been the biggest achievement as I had to start from the scratch as people did not have any exposure to their roles and responsibilities.

· With help of the Paris team have streamlined lot of process.

· Managed the training and quality team.

Co-ordinating with the Paris team to ensure faster resolution of queries, streamlining the process.

• BA Customer Relations: Handling Customer Service for a leading International Airline(British Airways)
• Managed Customer Relations team with a team strength of 270 agents
• Previously managed operations for Inbound Emailing service and Travel Operations Team
• Managed 9 SLA’s with a team strength of 90 agents
• Completed yellow belt six sigma project on accuracy improvement
• Efficiency, improve synergy between departments and increase Customer Satisfaction
• Team member of the LEAN project to reduce the handoffs to the other departments
• Successful transitions of the new business for the team – Elemis Spa booking, E-ticket Association work
• Performed analytics on various requirements for the clients –Client reporting
• Interdepartmental synergy projects driven between three departments to streamline and align the processes for optimum output
• Ensure proper backlog planning and resourcing for the team
• Driving information security and ensuring PCI compliance for the team
• Drive compliance for ISO & Risk Audits
• Responsible for people management, reducing attrition and ensuring service delivery as per the expectations set by the client
• Have handled transactional quality (audit) as per the SLA requirements of the team
• Managing team performance by identifying the pain points and working on it
• Initiate performance improvement plans for non-performing agents
• Conducting sessions to ensure calibrations amongst the quality checkers in the team
• Conducting team meetings, daily huddles for the team
• Preparing weekly and monthly operational reports for the client
• Trend analysis to be done and shared with the internal stakeholders
• Engage and motivate the team to meet the productivity and quality targets
• Highlighting process gaps & plugging the same
• Conducted process training for the team
• Managed the P&L for the team which included seat utilization, incentives, resource planning, RnR, Family Day and revenue generation.

• Inbound Email Servicing: Managing and Conducting Quality Checks as per the SLA
• Providing coaching and feedback to bottom quartile members
• Managing Customer complaints resolution process - Identifying possible failure modes and suggesting corrective actions
• Daily, Monthly Reporting and Error Trend Analysis.

• Inbound Email Servicing: Identifying the training needs for the agents and working on the improvement
• Providing coaching and feedback to bottom quartile members
• Daily, Monthly Reporting and Error Trend Analysis
• Transactional quality

• Analyzed the passenger queries & corresponded through emails to resolve issues
• Dealing with pre-travel Reservations query and Executive Club programme
• Conducting Quality checks for the process in the absence of the Quality Assurance leaders
• Handling queries from the team in the absence of a Team Leader
• Worked and handled the On Business programme for BA.