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
Similar Profiles
MANASVI SHESWAREMANASVI SHESWARE
Customer Service Advisor at One Point One SolutionCustomer Service Advisor at One Point One Solution
Chukwubundu OkeiChukwubundu Okei
Teacher at Solution Point AcademyTeacher at Solution Point Academy
ALLEN RIEL BANZONALLEN RIEL BANZON
Technical Staff at Frontier Point Management Solution Inc.Technical Staff at Frontier Point Management Solution Inc.
Nishal NarayanNishal Narayan
Head of Marketing and Business Development at Future Finishers Pvt Ltd (Packaging)Head of Marketing and Business Development at Future Finishers Pvt Ltd (Packaging)
Bhavesh PatilBhavesh Patil
Project Quality Sr. Executive at Gala Precision Engineering Ltd.Project Quality Sr. Executive at Gala Precision Engineering Ltd.