Vinod Sunil Hiwale

• Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Managed a Span of >100 Headcount with >7 Team Lead
• Guiding Team leads to perform day to day Business operations effectively
• Work with Team Leads & Design Strong and Effective governance module to create better business impact & identify all type of risk that may lead to Negative Business impact or lead to financial risks
• Daily performance reviews to identify outlier management & RACI Checkpoints
• Headcount & Shrinkage planning
• Taking data driven decision to maximize team Performance
• Project Management
• Problem-solving skills
• Create new solutions, adapting existing methods and procedures
• Analyze and solve moderately complex problems
• Understand strategic direction set by senior management, clearly communicate team goals, deliverables, and keep team updated on change
• Interact with peers and/or management levels at client and/or within Accenture

People Management

• Learn & Understand the process requirement and lead the team
• Lead, Guide & Coach the team to perform daily metrics as per stakeholders expectations
• Analyze and solve increasingly complex problems
• Day to day interactions is with peers within Accenture
• Interaction with clients and/or Accenture management
• Planning shrinkage & identifying ATT risks to ensure required FTE availability and avoid business impacts
• Consistently seek and provide meaningful and actionable feedback in all interactions
• Lookout for ways to enhance value for respective stakeholders/clients

Reporting

• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Preparing a strong governance module to guide the team to perform daily tasks & sharing daily performance report on AHT, Quality & Utilization
• Identify Process risk & prepare control points to avoid or readiness of backup for any loss in business(Shrinkage, Attrition, Tech issues)
• Preparing Weekly & Monthly performance review & presenting it on performance reviews with stake holders

Additional Responsibilities - Part of Business Transformation Team

• Enhance client AI for accurate outcomes such as labeling/ annotations/transcription/Geospatial labeling
• Improve platform experience by training Client AI to accurately identify non-compliant content (content moderation)
• Reduce cost of moderation by elimination of rework / inputs to automate manually moderated content

Performing quality review
⦁ Tagging Dsats (dissatisfied customer survey responses)
⦁ Maintain Csat process
⦁ Resolving quality disputes
⦁ sending quality communications/reminders to the relevant teams
⦁ Providing 1:1 feedbacks and coaching to agents
⦁ Preparing for/delivering monthly quality team meetings
⦁ Carrying out quality reporting
⦁ Providing back-up to other WAs in case of absences
⦁ Ensure comprehensive process knowledge for their aligned tower(s)
⦁ Measure agents' adherence to internal and external policies and procedures
⦁ Improve consistency and quality of the communication of interactions across all customer channels
⦁ Access business execution - detect and report broken or inefficient policies, processes or operational issues across their aligned tower(s) and provide suggested improvement where possible (partnering with SMEs)
⦁ Escalate potential quality issues, such as not hitting SLAs/not conducting the expected amount of Quality reviews, immediately to Quality management

• Work on salesforce Application.
• Tag the advertisers on Advertising dashboard Appropriately to create invoices

Stock management for Unilever and P & G through SMT(Stitching Management Tool) and EMT(Exception Management Tool)
Additional Responsibility :-
⦁ Training New Associates.
⦁ Assigning Work to the team.
⦁ Preparing reports on Excel and sending it to the clients on daily basis

Collection of Bad Debts on behalf of ASSET ACCEPTANCE CAPITAL CORP Head quartered at Warren Michigan USA. Analyzing financial condition of consumer and helping him/her to resolve debts and provide them best possible resolution in form of payment options or Settlements. To have win win resolution.