Summary
Overview
Work History
Education
Skills
Websites
Volunteer Experience
Timeline
Generic

Tushar Bhalerao

Pune

Summary

Dynamic leader and problem-solver with extensive experience in technical support and customer relations at Cybage Software Pvt. Ltd. Expert in API integration and quality control, with a proven track record of enhancing team efficiency and customer satisfaction. Skilled in training and mentoring, demonstrating exceptional communication and critical thinking abilities.

Overview

9
9
years of professional experience

Work History

Technical Support Executive

Cybage Software Pvt. Ltd.
Pune
11.2020 - Current
  • Company Overview: Technical support for Chowly integration, POS third-party food delivery software apps, lets you manage menus and pricing, and provides operational insight from your data.
  • Technical support for Chowly integration, POS third-party food delivery software apps, lets you manage menus, pricing and provides operational insight from your data.
  • Managing onboarding, menu building, integration, and providing support to the client.
  • Technical support for Chowly integration, POS third-party food delivery software apps, lets you manage menus, pricing and provides operational insight from your data.
  • Began role as Quality Manager for the team starting January 2024. Driving product training sessions to ensure that all team members are well-versed in the latest product features, updates, and best practices.
  • Designing and delivering comprehensive product training programs to ensure team members understand the functionality and value of the Chowly Integration products.
    Conducting regular call calibration and process training to ensure consistency and standardization in service delivery.
  • Overseeing the preparation, analysis, and distribution of quality reports, tracking performance metrics such as call/chat quality, product knowledge, and team efficiency. Ensuring monthly performance reviews and identifying areas for improvement across the team, based on the data provided in quality reports.
  • Providing one-on-one training and mentorship to the BQs, ensuring they develop both technical skills and an understanding of quality standards.
    Identifying knowledge gaps and performance shortcomings within the team, and creating personalized training plans to address them.
  • Conducting regular audits of customer calls and chats to assess service quality, accuracy of information, and adherence to protocols.
    Providing actionable feedback based on audit results to continuously improve team performance.
    Actively participating in live cases, calls, or chat barging to monitor team interactions and ensure quality standards are maintained in real time.
  • Providing real-time support and training to the team during live interactions to ensure high-quality service delivery and prompt issue resolution.
    Continuously assessing team performance and identifying areas where individuals or the team may be lacking.
  • Developing and implementing targeted training and development programs to address any performance gaps, ensuring continuous improvement month over month.
    Collaborating with cross-functional teams to ensure alignment between quality initiatives, product development, and service delivery standards.
  • Working with leadership to set quality goals, and continuously refine processes to align with business objectives.

Customer Relation's Representative

Vodafone Pvt. Ltd.
03.2019 - 08.2020
  • Company Overview: A Customer Relation process which uses data analysis about customer's history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth
  • A Customer Relation process which uses data analysis about customer's history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth
  • Involves compiling data from a range of communication channels including company's website to target audiences and customers and how to best cater to their needs
  • A Customer Relation process which uses data analysis about customer's history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth

Sr. Customer Service Representative

Credence Resource Management Pvt. Ltd.
02.2016 - 12.2018
  • Company Overview: A third party collection services across pre-collect, primary, secondary, tertiary, quad and warehouse categories in healthcare, telecommunication, insurance, utility services, retail and financial services verticals
  • A third party collection services across pre-collect, primary, secondary, tertiary, quad and warehouse categories in healthcare, telecommunication, insurance, utility services, retail and financial services verticals
  • A dedicated team of customer service and credit professionals will contact customers or patients and remind them of their obligation to pay and resolve their account resulting in a positive experience and clearing of their Debt of Physicians Bill
  • A third party collection services across pre-collect, primary, secondary, tertiary, quad and warehouse categories in healthcare, telecommunication, insurance, utility services, retail and financial services verticals

Education

B.COM -

Shivaji University
Kolhapur
01.2016

H.S.C - Commerce

National Institute of Open School
01.2013

S.S.C -

Saraswati English Medium High School
01.2011

Skills

  • Ability to Communicate and Listen effectively
  • Problem Solving and Decision Making
  • Ability to Lead and Work with Unity in a Team
  • Time Management
  • Ability to Think Creatively and Critically
  • Fast Learner
  • Good Grasping Power
  • Ability to Work Under Pressure
  • Ability to Interact Confidently with others
  • API
  • Quality control guidelines
  • Customer support
  • Staff training
  • Customer de-escalation
  • Troubleshooting
  • Hardware diagnostics
  • Technical troubleshooting
  • Operations oversight
  • Escalation management
  • Remote support
  • Customer relationship management (CRM)
  • Ticket management
  • Team building
  • Training and mentoring
  • Customer communications
  • Incident resolution
  • Software installation

Volunteer Experience

  • Conducting T1/T2 trainings, shadowing and reverse shadowing sessions
  • Supporting the team on floor in absence of the Manager
  • Training new hires along with T2 agents
  • Managing performance for the individual team
  • Working on the team's performance and providing timely feedbacks
  • Maintaining quality audits for calls/cases/chats for the team
  • Encouraging the team to collaborate for business profit

Timeline

Technical Support Executive

Cybage Software Pvt. Ltd.
11.2020 - Current

Customer Relation's Representative

Vodafone Pvt. Ltd.
03.2019 - 08.2020

Sr. Customer Service Representative

Credence Resource Management Pvt. Ltd.
02.2016 - 12.2018

B.COM -

Shivaji University

H.S.C - Commerce

National Institute of Open School

S.S.C -

Saraswati English Medium High School

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Tushar Bhalerao