Smit Thakkar
Thane
Summary
Well-grounded Team Manager available 54 hours per week, including weekends Offering over 5 years of hands-on experience as a Lead & MIS in the Outsourcing industry. Specialties include Customer Service and Data Analysis. A hardworking and reliable individual with the ability to visualise and plan objectives and goals strategically.
Overview
5
5
years of professional experience
Work History
Team Manager
One Point One Solution Limited
08.2023 - Current
- Handling multiple portfolio of Tata Digital (Tata Neu E-commerce) Financial service, E-commerce, Food delivery, Escalation & Greviance Desk and Social Media
- Overall Team Lead Report count is 11 & Managing 170 FTE Associate.
- Built a cohesive team culture by recognizing individual achievements while emphasizing collective success as the ultimate goal.
- Reduced operational costs through effective budget management and cost control measures.
- Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
- Managed high-performing teams to deliver exceptional results on time and within budget constraints.
- Achieved customer satisfaction targets consistently by ensuring timely delivery of high-quality products or services according to specifications.
- Fostered strong relationships with key stakeholders through regular updates, maintaining transparency on project status at all times.
- Promoted a collaborative work environment, encouraging open communication among team members for better problem-solving abilities.
- Drove revenue growth by establishing strategic partnerships and identifying new business opportunities.
- Set clear team goals and delegated tasks and set deadlines.
- Discovered training needs and provided coaching.
- Produced weekly, daily and monthly activity reports and forecasts.
- Assisted in recruitment to build team of top performers.
- Maintained database systems to track and analyze operational data.
- Created and managed project plans, timelines and budgets.
- Prepare MTD Dashboard for MBR & QBR Data for Reviews.
Assistant Manager
Concentrix
03.2022 - 06.2023
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
MIS Executive
Epicenter Technology Private limited
09.2021 - 03.2022
- Optimized database performance by conducting regular maintenance and updates on existing systems.
- Developed custom reports to support decision-making processes, leading to more informed business strategies.
- Managed complex projects, ensuring successful completion within budget and time constraints.
- Provided guidance to junior analysts, contributing to a positive work environment focused on continuous learning and growth opportunities.
- Reduced errors in data entry through the implementation of automated data input procedures.
- Contributed to internal audits by providing accurate records of system usage and compliance with established policies and regulations regarding information management practices.
- Collaborated with cross-functional teams to ensure seamless integration of MIS systems within the organization.
- Identified opportunities for process improvements by analyzing system workflows and user requirements.
- Optimized database performance by conducting regular maintenance and updates on existing systems.
Team Leader Collection
Eureka Outsourcing Solutions PVT LTD
01.2020 - 09.2021
- Negotiated settlements with customers, balancing company objectives with customer satisfaction goals.
- Increased recovery rates by conducting regular quality control audits on outbound communications from collections agents.
- Promoted positive work culture by fostering open communication channels within the team environment.
- Analyzed accounts receivable data to identify trends and prioritize collection efforts accordingly.
- Led a team of collectors, resulting in reduced past-due balances and increased revenue.
- Maintained high volume of calls and met demands of busy and productive group.
- Identified and contacted customers with overdue accounts to address payment status.
- Usage of IVR Productivity to implement on out calling Output
- Maintain Shrinkage & Mandays planing .
- Handling Team size of 18-20 associate.
Education
HSC - Commerce
Rotary Education High school
SSC -
SSGK HIGH SCHOOL
Skills
- Motivational
- Performance coaching
- Operational excellence
- Customer focus
- Succession planning
- Performance appraisal
- Workforce planning
- Employee engagement
- Positive attitude
Languages
English
Advanced
C1
Gujarati
Proficient
C2
Marathi
Upper intermediate
B2
Hindi
Proficient
C2
Skills
- Financial management
- Training and Development
Timeline
Team Manager
One Point One Solution Limited
08.2023 - Current
Assistant Manager
Concentrix
03.2022 - 06.2023
MIS Executive
Epicenter Technology Private limited
09.2021 - 03.2022
Team Leader Collection
Eureka Outsourcing Solutions PVT LTD
01.2020 - 09.2021
SSC -
SSGK HIGH SCHOOL
HSC - Commerce
Rotary Education High school
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