SUNIL BADRINATH JADHAV
Badlapur East,Maharashtra
Summary
Aim to be an associate with a progressive Organization that gives scope to update knowledge and skill in accordance the latest trends and be part of a team that dynamically work towards growth of the Organization and gain satisfaction thereof.
Overview
22
22
years of professional experience
Work History
Team Leader for Axis Bank Credit Card Inbound Process
CONNEQT BUSINESS SOLUTION LTD
08.2023 - Current
- Performance management: Setting clear performance goals, providing regular feedback, and conducting performance reviews.
- Training and development: Identifying training needs, organizing training sessions, and coaching team members to improve their skills.
- Team motivation: Creating a positive work environment, recognizing and rewarding achievements, and addressing team morale issues.
- Operational Responsibilities Process Improvemen, Identifying opportunities to improve processes, implementing changes, and monitoring their effectiveness.
- Monitoring the quality of work, identifying errors, and taking corrective actions.
- Ensuring excellent customer service, resolving customer complaints, and building strong customer relationships.
- Encouraging innovation and implementing new ideas to improve efficiency and customer satisfaction.
- Reporting: Preparing regular reports on team performance, key metrics, and operational issues.
- Problem-solving: Identifying and resolving issues, making decisions, and taking responsibility for outcomes.
- Motivated team to achieve optimal results through effective communication and interpersonal skills.
Manager
Kotak Mahindra Bank
09.2022 - 07.2023
- Company Overview: CEC Inbound services
- Managing team head count of 21 with 1 SME
- Daily RTM monitoring and Daily email actions on real-time basis
- Monitoring of daily KPI's (SLA, AHT, Shrinkage, NPS, Quality Check, Attrition)
- Create an inspiring team environment with an open communication culture
- Set clear team goals
- Delegate tasks and set deadlines
- Oversee day-to-day operation
- Monitor team performance and report on CCMS portal
- Motivate team members
- Discover training needs and provide coaching
- Listen to team members' feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments
- Encourage creativity and risk-taking
- Suggest and organize team building activities
- Handle Escalation Calls and RCA
- Highly focused on NPS and Repeat KPI
- CEC Inbound services
Team Leader for ManipalCigna Health Insurance
Tele performance Global Services Private Limited-Thane
03.2020 - 06.2022
- 3 LOB handled at the same time such as the Inbound team, Close looping team, and Retention team.
- Mentored and coached team members to ensure successful performance.
- Motivated team to achieve optimal results through effective communication and interpersonal skills.
- Provided guidance to the team on best practices for completing tasks efficiently and accurately.
- Created clear roles and responsibilities for each member of the team based on strengths and weaknesses.
- Coached individuals to develop their technical knowledge as well as soft skills such as communication, teamwork.
- Cultivated an environment of trust, respect, collaboration, and accountability among the team members.
- Encouraged open dialogue among all employees by creating a safe space for ideas exchange.
- Analyzed performance data to identify areas of improvement.
- Updated and enforced policies regarding employee conduct, productivity and performance standards.
- Managed resources optimally while keeping costs under control in order to maximize profits.
Customer Service Representative
Reliance BPO Pvt. Ltd.
03.2003 - 03.2007
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
Assistant Team Leader
Spanco BPO Co. Ltd.
07.2007 - 06.2008
- Manage staff problems and daily operations problems, which requires them to have excellent problem-solving skills
- Daily verbal communication with associates to act as a liaison between staff and upper management by answering questions, providing guidance, and making suggestions regarding Products and process
- Assisted in interviewing, selecting, training, developing and counselling team members in a manner which builds and sustains a high performing team and minimizes turnover
- In the absence of the Team Leader, supervised, scheduled and assigned duties to the team members
- Trained the team members in proper product and process handling
- Daily RTM monitoring and Daily email actions on real-time basis
- Giving feedback on a regular basis and conduct meetings with the associates, to bridge the gaps in the process
Education
Bachelor of Arts -
A.V.P.S. College, Mumbai University
H.S.C -
A.V.P.S. college
S.S.C -
A.V.M High School
03.2001
Skills
- Teamwork and collaboration
- Problem-solving
- Team motivation
- People management
- Coaching and mentoring
- Performance improvement
- Quality improvement
Languages
English
Hindi
Marathi
Personal Information
- Date of Birth: 07/16/86
- Gender: Male
- Marital Status: Married
Disclaimer
I have declare that the above information furnished by me is true.
Achievementsandawards
- Achieved the 2nd runner up trophy in General insurance cross selling out of 32 Team Leader Pan India.
- In recognition of completing retention targets and receiving customer appreciation.
- Received Best Performer of the month.
- Achieved consistent request closures within TAT.
- Retained a revenue of more than Rs.1 CR/- Inbound Achievement.
- SL target Achieved 90% + in challenging month of JFM.
- Achieved Best Performance award for Inbound LOB.
Timeline
Team Leader for Axis Bank Credit Card Inbound Process
CONNEQT BUSINESS SOLUTION LTD
08.2023 - Current
Manager
Kotak Mahindra Bank
09.2022 - 07.2023
Team Leader for ManipalCigna Health Insurance
Tele performance Global Services Private Limited-Thane
03.2020 - 06.2022
Assistant Team Leader
Spanco BPO Co. Ltd.
07.2007 - 06.2008
Customer Service Representative
Reliance BPO Pvt. Ltd.
03.2003 - 03.2007
H.S.C -
A.V.P.S. college
S.S.C -
A.V.M High School
Bachelor of Arts -
A.V.P.S. College, Mumbai University
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