Vijay P. Sandge
Mumbai
Summary
Experienced customer service and team management professional with over 15+ years of experience in BPO, collection, and team leadership roles. Proven ability to lead teams, improve performance, and deliver results in fast-paced environments. Strong communication, problem-solving, and decision-making skills.
Overview
17
17
years of professional experience
Work History
Team Leader
Radius Global Solutions
10.2024 - Current
- Led cross-functional teams to enhance customer service delivery and operational efficiency.
- Implemented process improvements resulting in reduced response times and increased customer satisfaction.
- Mentored team members, fostering professional development and promoting best practices within the department.
- Analyzed performance metrics to identify trends, driving strategic decisions for resource allocation and staffing.
- Coordinated training programs to ensure compliance with company policies and industry regulations.
- Facilitated regular team meetings to assess progress, align goals, and address challenges effectively.
Interim Team Leader
Radius Global Solutions
Powai Hiranandni Garden
03.2024 - 09.2024
- Led team in achieving operational goals through effective communication and resource allocation.
- Developed training programs to enhance team performance and service quality.
- Implemented process improvements that increased efficiency across multiple departments.
- Coordinated cross-functional projects to streamline workflows and enhance collaboration.
- Mentored junior staff, fostering skill development and promoting a positive work environment.
- Analyzed performance metrics to identify areas for improvement and drive strategic initiatives.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Senior Customer Service Associate
Radius Global Solutions
Powai Hiranandni Garden
03.2017 - 02.2024
- Coordinated cross-departmental efforts to address customer issues, ensuring timely resolutions.
- Utilized CRM systems to track interactions and streamline communication with clients effectively.
- Delivered presentations on best practices in customer service, contributing to team knowledge sharing initiatives.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Senior Customer Service Associate
TracMail India Pvt. Ltd.
04.2012 - 02.2017
- Provided high-quality customer support
- Handled collection and complaints efficiently
- Maintained service standards and KPIs
Customer Service Representative
King Technology Pvt. Ltd.
11.2010 - 02.2012
- Managed inbound/outbound calls
- Assisted customers with queries and issue resolution
Customer Service Representative
R-Tech Pvt. Ltd.
01.2010 - 10.2010
- Customer support operations
Customer Service Representative
Sparse BPO Pvt. Ltd.
02.2009 - 12.2009
Education
S.S.C. - undefined
01-1996
Skills
Team Leadership & Team Building
Customer Service Management
Communication & Interpersonal Skills
Problem Solving & Decision Making
Workload Prioritization & Time Management
Rapport Building & Stakeholder Management
Basic computer knowledge
Internet & Email handling
Languages Known
English
Hindi
Marathi
Personal Details
- Date of Birth: 05 April 1981
- Gender: Male
- Marital Status: Married
- Address: room 49 Amar Nagar, Trombay, Mumbai 400088
Strengths
- Positive attitude and strong work ethic
- Ability to lead and motivate teams
- Strong analytical and communication skills
Timeline
Team Leader
Radius Global Solutions
10.2024 - Current
Interim Team Leader
Radius Global Solutions
03.2024 - 09.2024
Senior Customer Service Associate
Radius Global Solutions
03.2017 - 02.2024
Senior Customer Service Associate
TracMail India Pvt. Ltd.
04.2012 - 02.2017
Customer Service Representative
King Technology Pvt. Ltd.
11.2010 - 02.2012
Customer Service Representative
R-Tech Pvt. Ltd.
01.2010 - 10.2010
Customer Service Representative
Sparse BPO Pvt. Ltd.
02.2009 - 12.2009