Suhas Damkondwar
ICICI Lombard GIC LTD.
Kalyan West
3
Languages
1
Certification
16
years of professional experience
A results‑driven professional with 16 years of experience in Customer Service, Quality Assurance, and Training. Skilled in elevating service delivery through structured audits, targeted coaching, and capability‑building interventions. Known for improving customer experience, driving process compliance, and collaborating effectively with cross‑functional teams.
Work History
Manager - Training and Quality
12 Years- Led Training and Quality initiatives with a strong focus on customer experience, process compliance, and audit accuracy.
- Successfully achieved 100 percent throughput in several batches through structured training, close monitoring, and proactive learner support.
- Enhanced team capability through targeted coaching, structured PKTs, and continuous skill development.
- Drove quality improvements by identifying systemic gaps, publishing actionable observations, and enabling process corrections.
- Partnered closely with Operations to resolve escalations, reduce repeat complaints, and standardize customer interaction protocols.
- Designed and rolled out training modules, knowledge materials, calibration frameworks, and digital‑first communication aids.
- Built a strong QA team ecosystem through performance monitoring, mentoring, and workflow optimization.
Relationship Manager
3 Years 8 Months- Managed and resolved inquiries for high-value postpaid customers, achieving high customer satisfaction and loyalty.
- Fostered strong relationships with premium clients, contributing to improved retention rates.
- Addressed complex postpaid billing and service issues, delivering timely resolutions to enhance customer experience.
- Collaborated with cross-functional teams to streamline query resolution processes for top-tier customers.
Education
B.Tech/B.E - Computer Science
Skills
Training facilitation
Skill enhancement
Development strategy
Quality management
Quality Assurance
Quality control
Process Improvement
Operations Optimization
Compliance Monitoring
Cross-functional leadership
Cross-Functional Leadership
Accomplishments
- Training Throughput: Achieved 100% training batch throughput for multiple batches
- NPS Improvement: Improved NPS by 15% with targeted customer feedback actions.
- Cost Reduction: Reduced operational costs by 20% through process optimization.
- Efficiency Boost: Led a team to achieve 50% faster query resolution.
- Cross Sell Enhancement: Designed and delivered focused product‑knowledge and objection‑handling modules that resulted in a 20–30 percent improvement in cross‑sell conversions across the frontline team.
Interests
Spending time with family and friends
Certification
- Insurance Institute of India (iii) Licentiate
- Internal Auditor Certification
- Best Trainer Certification
- Code Maroon Certification
LANGUAGES
English Proficient
Hindi Proficient
Marathi Proficient
Timeline
Manager - Training and Quality
ICICI Lombard GIC LTD.
08.2014 - CurrentRead More
Relationship Manager
Reliance Communication Infrastructure LTD.
12.2010 - 08.2014Read More
Swami Ramanad Teerth Marathwada University
B.Tech/B.E from Computer Science
Read More