Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Sudhir Bhore

Sudhir Bhore

Assistant Manager
Pune

Summary

Assistant Manager – Customer Experience & Quality with 15+ years’ leadership experience in contact center operations, service excellence, and quality management for multinational clients. Proven track record of driving NPS growth, SLA/KPI achievement, and operational efficiency while leading high-performing teams in fast-paced service environments. Expert in quality assurance, process improvement, and employee engagement, with certifications in Lean Six Sigma, Change Management, and ASPPA Retirement Plans. Known for integrating emotional intelligence into leadership to boost customer satisfaction and team morale.

Overview

15
15
years of professional experience
4
4
Certification

Work History

Assistant Manager

ADP India Pvt Ltd
12.2024 - Current
  • Lead a UK payroll support team delivering high-quality, SLA-driven service for corporate clients.
  • Oversee daily operations including shift planning, workload distribution, and performance reviews.
  • Achieved SLA compliance of 98%+ through proactive issue resolution and process streamlining.
  • Enhance customer satisfaction through empathy-driven communication and escalation management.
  • Implemented engagement and retention strategies, improving team stability by 15%.

Sr. Quality Analyst / Team Coach

ADP India Pvt Ltd
09.2018 - 12.2024
  • Conducted call and email audits ensuring compliance with process and quality standards.
  • Increased NPS from 72 to 85 within 6 months via targeted coaching and process optimization.
  • Designed and delivered quality feedback sessions, reducing repeat errors by 20%.
  • Led global calibrations with peers to maintain consistency in quality evaluation.
  • Generated actionable insights through trend analysis, influencing training and SOP updates.

Analyst

ADP India Pvt Ltd
05.2015 - 09.2018
  • Handled complex client queries for retirement plan processes (401k), achieving >95% accuracy in case resolution.
  • Managed client escalations and maintained compliance with SLA timelines.

Operations Lead

Concentrix
06.2013 - 05.2015
  • Managed a technical support team handling escalations and complex troubleshooting.
  • Achieved 15% improvement in FCR through structured coaching and process updates.
  • Delivered on all key KPIs including SLA adherence, quality compliance, and customer satisfaction.

Senior Customer Service Officer

Mphasis
01.2011 - 01.2013
  • Delivered high-quality guest support for Accor Hotels, managing reservations, billing, and special requests.
  • Consistently met performance metrics for call quality, upselling, and service delivery.

Education

Bachelor’s of Commerce - Entrepreneurship Studies

Savitribai Phule Pune University, Pune, India
04-2014

Skills

  • Customer Experience Management NPS Improvement Service Excellence Strategy
  • Quality Assurance & Compliance Call Monitoring Process Audits SLA/KPI Delivery
  • Contact Center Leadership Workforce Management Team Coaching & Mentoring
  • Process Improvement (Lean Six Sigma) Root Cause Analysis Trend Reporting
  • Data Analytics & Reporting (Power BI, Excel) Performance Dashboards
  • Change Management Stakeholder Engagement Cross-Functional Collaboration
  • ASPPA Retirement Plan Fundamentals Emotional Intelligence Leadership

Accomplishments

  • Led Double Promoter Challenge improving daily promoter count by 25% in quality audits.
  • Designed High Five Calls initiative for live call monitoring, boosting OSAT scores by 18%.
  • Consistently exceeded quality and SLA targets for over 6 consecutive years.

Certification

  • Lean Six Sigma Green Belt
  • Change Management Fundamentals
  • ASPPA – Retirement Plan Fundamentals
  • Power BI for Data Analysis

Languages

English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)

Timeline

Assistant Manager - ADP India Pvt Ltd
12.2024 - Current
Sr. Quality Analyst / Team Coach - ADP India Pvt Ltd
09.2018 - 12.2024
Analyst - ADP India Pvt Ltd
05.2015 - 09.2018
Operations Lead - Concentrix
06.2013 - 05.2015
Senior Customer Service Officer - Mphasis
01.2011 - 01.2013
Savitribai Phule Pune University - Bachelor’s of Commerce, Entrepreneurship Studies

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Sudhir BhoreAssistant Manager