Shyam Harjani
Pune,MH
Summary
Detail-oriented Team Leader adept at making critical decisions, managing deadlines, and conducting team reviews. Possesses expertise in analysis and problem-solving skills dedicated to fostering company growth and improvement.
With 15+ years of work experience in various MNCs dealing with Travel, Banking, Collections, and Telecom, proficiency has been acquired and excellence achieved in processes within these domains. The goal is to secure a respectable position in higher management and attain a high level of success within an organization.
Qualities include embracing more challenging roles that push towards utilizing strong analytical, negotiating, and team-building skills to consistently meet the company's goals.
Overview
16
16
years of professional experience
Work History
Customer Relations Team Leader
Etraveli India Pvt. Ltd.
01.2017 - Current
- Collaborated with departments to prioritize work appropriately, consistently meeting operational commitments and deadlines.
- Used planning and organization skills to deliver necessary staff and resources across multiple projects.
- Delivered operational excellence through good team leadership, staff development and targeted process improvements.
- Managed teams consisting of agents working from 5 different locations i.e. Uppsala, Athens, Helsinki, Pune and Mumbai effectively.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Maintained database systems to track and analyze operational data.
- Provide regular performance reports and reviews, seeking areas for improved operational efficiency.
- Identify root cause issues to enable optimal solutions, reducing future problems and delays.
- Demonstrate good people management skills, provide constructive feedback and coaching to develop high-performing individuals.
- Guide the team in handling claims that would arise due to agent error, system issues or impacts due to testing.
Travel Sales Consultant
Fareportal India Pvt. Ltd
03.2016 - 11.2016
- Handle incoming calls related to new ticket purchases, changes & cancellations.
- Resolve customer issues and complaints regarding travel plans, government paperwork and booked packages.
- Handle call centre complaints calmly and professionally, seeking positive resolutions to maintain customer loyalty.
- Provide accurate and responsive first-level support to customers, resolving queries or transferring to appropriate departments.
- Reduce customer wait times through efficient call handling and complaint resolution.
Specialist
Homeward Residential India Pvt. Ltd
08.2013 - 02.2016
- Started my career in Homeward as a customer service representative
- Process - Mortgage Collections
- Handled both inbound and outbound calls to help assist customers on their delinquent accounts
- Very quickly understood the mortgage process and was ranked the #1 performer in Outbound Collections
- Achieved multiple best quarter of the agent award Offered support to operations with projects to help in process improvement
- Introduced 2 new successful projects, which is now used by Ocwen, globally
Sr. Customer Service Advisor
H3G Services Ltd
03.2010 - 07.2013
- Started my Career in H3G Services as a customer service representative
- Process - UK Telecom
- As a CSR, my job profile was to handle inbound calls of customers who needed assistance with their mobile contract - billing, network and technical issues
- With 9 months of working as a CSR, I had been promoted to an SME
- As an SME, my job was to handle the OJT batch and groom their process knowledge/call handling skills before moving them to the Operations Floor
- Worked as a mentor with 3 Global Services for 2.5 years
- As a mentor, I have provided floor support, but also monitored calls, perform dip checks to understand the challenges faced by agents and provided feedback/coaching
- I had helped create an excel based OJT performance tracker, which helped determine our performance as a skill-set on a month-on-month basis
- It helped understand our major call drivers and the reasons for non-performance
- This also helped monitor our K.P.I's (QA, AHT, Attendance, Resolution, Productivity and Schedule Adherence)
- Introduced the idea of a competition within OJT that would help drive performance
- This competition had several buckets such as FCR, Customer Satisfaction, RCR, Quality, Cross-Sell, AHT and Attendance to help motivate agents to improve the overall performance
- I had also worked with the training team to help understand the root challenges faced by advisors during OJT that helped curve the challenges faced by Mentors deviating from the SOP
- Achievements
- Promoted to OJT Mentor (1:10 Ratio)
- Attended Team Lead workshop, which helped Agents develop their Leadership skills
- Only SME to attain a 0% Attrition during my Tenure.
Sr. Customer Service Advisor
WNS Global Services
06.2008 - 02.2010
- Tenure of 2 years
- Process - US Travel Agency that helped customers book flight, car & hotel reservations
- As a customer service representative, my profile was to handle customers who needed assistance with booking reservations
- 6 months later I was cross-trained to handle 2 processes at the same time
- (Travelocity.com and Travelocity.ca)
- 3 months later, I was promoted to a supervisor, where my work consisted of handling escalation calls and floor-walking
- 4 months later, I was promoted to the Agent Error Desk to neutralize & create an error free environment
- 4 months later, I was promoted to Trainer - Secondment
- During this period I have trained batches, conducted refresher training, monitored operations performance and provided coaching to low performing agents
Education
Bachelor of Arts -
Indian School of Business Management
Pune, MH2021
Hardware and Networking -
IIHT Indian Institute of Hardware & Technology, National Open School
Pune, MH2008
HSC -
National Institute of Open Schooling
Pune, MH2006
SSC -
National Institute of Open Schooling
Pune, MH2004
Skills
- Leadership
- Communication
- Problem-Solving
- Time Management
- Adaptability
- Attention to Detail
- Teamwork
- Multitasking
- Emotional Intelligence
- Cultural Sensitivity
- Negotiation Skills
- Data Analysis
- Quality Assurance
- Conflict Resolution
Timeline
Customer Relations Team Leader
Etraveli India Pvt. Ltd.
01.2017 - Current
Travel Sales Consultant
Fareportal India Pvt. Ltd
03.2016 - 11.2016
Specialist
Homeward Residential India Pvt. Ltd
08.2013 - 02.2016
Sr. Customer Service Advisor
H3G Services Ltd
03.2010 - 07.2013
Sr. Customer Service Advisor
WNS Global Services
06.2008 - 02.2010
Bachelor of Arts -
Indian School of Business Management
Hardware and Networking -
IIHT Indian Institute of Hardware & Technology, National Open School
HSC -
National Institute of Open Schooling
SSC -
National Institute of Open Schooling
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