Summary
Overview
Work History
Education
Skills
LNGG
Hobbies and Interests
Accomplishments
Disclaimer
Timeline
Generic

Vinay Kamble

Chinchwad

Summary

Seeking an innovative & challenging career in a professionally managed & dynamic organization. With opportunities for development in order to contribute with dedication & determination towards the organization.

Results-driven management professional with extensive experience in leadership roles. Skilled in strategic planning, team collaboration, and driving operational efficiency. Adept at adapting to changing needs and ensuring consistent, high-quality outcomes. Known for strong interpersonal skills, problem-solving abilities, and focus on achieving organizational goals.

Overview

14
14
years of professional experience

Work History

Deputy Manager (Customer Service & Cross Sell)

Poonawalla Fincorp Ltd.
09.2021 - Current
  • Manage the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations
  • Working very closely with the employees on new assignments for the department and coaching and training them on new information whenever needed.
  • Works closely with the Call Center Manager and manages a Supervisory teams
  • Manage staff by assessing needs and workflow, developing and training staff, answering questions, assisting with issues, and informing staff of system and related changes
  • Review the performance of staff, identify training needs and plan training sessions
  • Monitor random calls to improve quality, minimise errors and track operative performance.
  • Organise shift patterns and the number of staff required to meet demand
  • Coach, motivate and retain staff
  • Sharing Daily,Weekly & Reports
  • Additionally Taking care of QRG(Query Resolution Group) ,E-NACH Activation for Existing Customers & Welcome Calling Process (Cross Sell)
  • Additional Supporting Call centre activities at Vendor
  • Key Responsibilities: As a Assistant Manager (Customer Service)
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
  • Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
  • Developed strong relationships with stakeholders to facilitate smooth communication and project completion.

Team Leader (Outbound Sales)

Altruist Technologies Solutions Pvt.
10.2019 - 07.2021
  • Company Overview: (Channel Partner for Bajaj Finance Ltd)
  • Looking for the Performance of Agents.
  • Co-ordination with the Asst. Manager’s & Manager.
  • Reporting to the Manager with Operation & Agents Performance on Daily, Weekly & Monthly Basis.
  • Taking Team Meetings on Previous & Current performance to meet KPIs
  • Sharing EWS tracker with HR Team to maintain less attrition 9. Allocation of data according to associate’s skillset and tenure
  • Sharing Agent performance report on daily basis.
  • Sharing Two hourly stats with the agents to make sure targets are achieved by EOD.
  • Key Responsibilities: As a Team Leader (Outbound Sales)

Team Leader (Customer Service)

Aryan Imaging and Business Consultant Pvt Ltd.
09.2013 - 04.2019
  • Company Overview: (Channel Partner for Vodafone cellular ltd)
  • Managing Prepaid /DND Team & ensuring resolution of complaints within TAT.
  • Co –ordination with respective stake holders for resolution of Complaints handled by respective End Users if any escalations to ensure closure within 8 hours.
  • Educating and conducting Training for front-end on quality of Tags raised and errors done in same for reduction of wrong tags and improvement of FTR at front-end.
  • Reduction of Repeat complaints by providing proper resolution at the first instance (FCR).
  • Analyzing monthly data. Preparing daily, weekly and monthly reports.
  • Improve TNPS scores & Reduce repeat complaint % by analyzing the trend.
  • Resolving customer problems by Coordinating with different departments at the backend.
  • Responsible to handle DND complaint SR and Incoming Complaints from Other Operator through TRAI
  • Sales Support for RSM/ASM
  • Key Responsibilities: As a Team Leader (Customer Service)

CSE

Vikvins Consultancy ltd.
12.2011 - 08.2013
  • Company Overview: (Channel Partner for Vodafone cellular ltd)
  • IVR Upgradation Project: Spearheaded the upgrade of IVR systems, enhancing efficiency, streamlining call routing, and reducing response times. Collaborated with cross-functional teams to add new features, improving self-service options.
  • IVR Project Experience

Education

B. Com -

Mats University
01-2015

H.S.C -

Mumbai Board
01-2008

S.S.C -

Pune Board
01-2005

Skills

  • Strong customer services focus
  • Ability to interact with wide range of people
  • Wish to take new challenges
  • Team leadership
  • Project management
  • Customer service
  • Team motivation
  • Goal setting

LNGG

Marathi
English
Hindi

Hobbies and Interests

Listening to Music, Watching Movies

Accomplishments

  • Awarded in RNR for star performance of Team leader.
  • Awarded Catalyst Award for Consistent positive behaviors and competencies

Disclaimer

I hereby declare that the above written particulars are true to the best of my knowledge and belief.

Timeline

Deputy Manager (Customer Service & Cross Sell)

Poonawalla Fincorp Ltd.
09.2021 - Current

Team Leader (Outbound Sales)

Altruist Technologies Solutions Pvt.
10.2019 - 07.2021

Team Leader (Customer Service)

Aryan Imaging and Business Consultant Pvt Ltd.
09.2013 - 04.2019

CSE

Vikvins Consultancy ltd.
12.2011 - 08.2013

B. Com -

Mats University

H.S.C -

Mumbai Board

S.S.C -

Pune Board

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