Suyog Shelar

■ Managing Captive call centre for USA, UK & Germany E-Commerce processes including voice, chat, email, Social Media Escalations, and reviews from Trustpilot, Yotpo, TurnTo, Google.

■ Taking care of 400+ agents from India, Philippines teams

■ Accountable for call centre operations performance, PNL, Operations SLAs, CSAT, NPS

■ Looking after end-to-end performance and revenue growth.

■ Developed and directed strategy for operational restructuring that supported business growth and improved client experience.

■ Talent identification and leadership development.

■ Managed a team of operations with 550+ associates, Support staff. Achieved clients' SLAs, and delivered excellent customer experience, revenue & PNL strategically

■ Appreciation, motivation, and constant reviews. Improved process efficiencies by identifying gaps, providing solutions, and automation. IVR Flow.

■ Client management, Business reviews, Customer escalations, retention, improve NPS, Quality, CSAT. Cross-training, sharing best practices, and IJP to enhance the career growth of internal customers.

*** I was on career break due to father's ailment and eager to join corporate.

■ Worked on Maharashtra government project MSRTC Smart card for senior citizens & acquired 50 lac + customers, added 10K B2B merchants & Led team of 350+ workforce & set up a call center to resolve queries/complaints & increased revenue.

■ Conducted training, and meetings, with business partners with core expertise in specific domains like e-Government projects, Insurance, Loans, Online Medicines, Income Tax services, Payment Gateways, and e-commerce for merchants.

■ Managed 7 different international & domestic processes with 400+ headcount of associates & 30+ Support staff. Worked on PNL/EBITDA, Gross margin, client delivery & satisfaction to add a new business line. Built a cohesive team.

■ Home appliances, Bank (KYC and overseas remittance service), Shared market financial products (New customer acquisition, KYC, Customer profiling, Customer retention), E-Commerce, Theme Park ticket booking sales, Tech Support, Lead generation & Fuel Station, Appointment setting for global exhibitions.

■ Managed an international & domestic inbound Telecom process and its transition to ramp up with a 400+ agent headcount, 20 Team Leads, and 3 Assistant Managers. Maximized revenue & PNL.

■ Recruited, trained, managed, monitored, and reviewed multiple functions like operations, Training, WFM, and quality.

■ Led 20 Process Executives team and achieved client delivery.

■ Interacted with the client – British Telecom and provided a review of activities.

• Successfully managed and motivated ■ a team of 20 CSRs.
  Handled call escalations and solved the grievances of Customers by ensuring
  Customer satisfaction and retention.
  ■ Won best team award.

• Maintained the lowest AHT and highest customer satisfaction scores on the
  floor. Got numerous letters of appreciation from USA Customers.
  ■ Worked on McAfee.com process, and later America Online process to provide
  technical support for both Windows and Macintosh-based computers.

• Managed sales for Western & South Mumbai.
  Achieved the sales target consistently and achieved incentives to ensure
  growth