SURESH S. SHINDE

• Managing a team of 22 including 2 Tech leads, 1 Senior escalation engineers and 1 SME and 18 engineers.

• Delivered service to customers that met contractual key performance indicators (KPIs) and financial expectations.

• Provided subject matter expertise in handling escalated customer calls.

• Regularly impart effective coaching to direct reports, ensuring consistent high-performance delivery.

• Identified performance-related issues, developed action plans for improvement, and implemented corrective actions to enhance team effectiveness.

• Analyzed and maintained all client service level agreements, implementing improvement plans as necessary.

• Maintained compliance of operations with active contracts.

• Fostered a positive work environment through employee engagement and resolved employee relation issues promptly and professionally.

• Promote CNX values- “walk the talk” and lead by example.

• Managed 13+ employees, achieving consistent KPI success in customer retention and sales metrics.
• Drove cross-sell initiatives that improved SLA deliverables and boosted insurance bundle sales by 10%.
• Designed performance dashboards to enhance KPI visibility, resulting in a 12% retention rate increase.
• Facilitated transition of webchat team to inbound call handling via structured training programs, improving service delivery.
• Trained initial batch of agents for live customer interactions, ensuring effective process adoption and readiness.
• Represented team in client reviews, aligning strategies with business objectives to enhance client satisfaction.

• Delivered measurable operational efficiency, cutting staffing needs by 2 FTEs while maintaining service levels and handling volumes effectively.
• Supervised daily operations, delegating tasks to maximize efficiency and minimize errors.
• Monitored team progress, providing feedback and guidance to drive successful outcomes.
• Delegated tasks based on team members' strengths, enhancing overall performance.
• Prepared MI reports for stakeholders, increasing transparency and decision-making efficiency.
• Participated in client calibration calls to understand expectations, provide feedback reports, and resolve queries or escalations.

• Developed retention strategies, achieving higher renewal rates and customer loyalty.
• Tracked expiring contracts and secured timely renewals.
• Built strong client relationships, driving repeat business and satisfaction.
• Managed customer calls, resolved complaints, and processed orders to enhance customer experience.
• Maintained accurate records of interactions to inform and drive process improvements.

• Handled inbound calls with 98% accuracy, contributing to increased customer satisfaction scores.
• Resolved complaints within SLA timelines, minimizing repeat escalations.
• Maintained detailed records to support process improvement initiatives.