Sharanappa Patil

Results-oriented Quality Analyst and Team Leader with in-depth knowledge and expertise in quality assurance, process improvement, and team management. Proven track record in developing and implementing effective quality plans, leading teams to achieve exceptional results, and driving data-driven decision-making. Skilled in analyzing complex issues, identifying areas for improvement, and implementing strategic solutions. Possesses excellent leadership and communication skills, with the ability to effectively collaborate with cross-functional teams, stakeholders, and clients to ensure successful project execution and high-quality deliverables.

• Conneqt Business Solution, Mumbai, Maharashtra, Team Leader -LTFS (L&T Finance Services), 11/23/23, Present, Responsible for End to End client requirement., Managing SL, AL Abandon, E-mail TAT., Working with Client IT to for better customer experience., Handled a Team Size of 16., Preparing Business review decks for monthly, quarterly & yearly analysis., Mapping client’s requirements; assisting in developing, implementing and transitioning, customizing processes in line with the guidelines specified by the client., Mentored new agents, help them to login, help the agent if they have any system issue, managed. Also, exhibited team work by stretching login hours when required., Sending report like SLA (Service Level Agreement) Reports (Overall report of the day)
• Conneqt Business Solution, Mumbai, Maharashtra, Quality Analysts – LTFS (L&T Finance Services), 03/23/22, 09/28/23, Auditing the Inbound and Outbound Calls and giving the real time feedback to the under performers by identifying the Gaps and Areas of opportunities and developing the improvement plan for same., Used to Prepare Reports such as Quality Dashboard and Weekly and monthly Quality report within timeline., Conducting the Internals and External Call calibration to ensure all the participants evaluate and score the interaction., Support to the Bottom Quartile associates to improve their productivity and call/email Quality scores., Data Preparation for High AHT Analysis and Repeat Analysis.
• Conneqt Business Solution, Mumbai, Maharashtra, Associate – LTFS (L&T Finance Services), 09/23/20, 03/22/22, Handling Inbound & Outbound calls regarding the loans related enquiry., Handling escalation calls., Handling floor in absence of Team Leader., Mentored new agents, help them to login, help the agent if they have any system issue, managed. Also, exhibited team work by stretching login hours when required.

• Advance Tally ERP