Vishal Dabekar

Leadership/Team Management:

• Create transparency and enthusiasm for company’s vision and mission
• Ensure team members develop skills they need in order to deliver outstanding customer value by regular feedback conversations, coaching sessions or team-based learning and exchange opportunities
• Enable individuals and team to remove impediments that prevent them from exceeding expectations in their work
• Create fun and engagement-inspiring working environment that encourages personal responsibility and mutual support
• Leverage support from other functions to better meet team member’s needs and to help them grow through regular feedback
• Make well-informed decisions regarding probationary periods and other employment related matters
• Ensure disciplinary discussions and actions for employees occur in empathetic, transparent, accurate and timely manner
• Encourage team to proactively come up with improvement ideas and to raise issues regarding processes, systems, tools and performance
• Achieved 100% team performance by processing more than 1 lakh orders with 100% quality

Operational Excellence/Process improvements:

• Collaborate with Service Quality/Design Quality and Operational Excellence team to ensure quality standards and best practices are adhered to by team members
• Understand and improve existing process for various workflows by finding creative solutions to challenges faced by customers and/or Team members
• Ensure high compliance to operational processes
• Proactively raise issues regarding systems, tools, and performance to relevant teams for quick and accurate resolution
• Used critical thinking to break down problems, evaluate solutions and make decisions.

General/Others:

• Develops customer satisfaction oriented approach within team
• Demonstrates positive attitude, leads and facilitates change and models professionalism
• Supports and assists with hiring and interviewing process as requested
• Processing designs from customers based on existing processes and meet quality standards to stay
• Updated on dynamically evolving business requirements
• Performs additional responsibilities as needed
• Carried out day-to-day duties accurately and efficiently.
• Maintained energy and enthusiasm in fast-paced environment.

Etech is known for great customer service to clients. Verizon is the Topmost client of Etech for which Etech is known for his excellency in BPO sector

• Handle 35+ chats, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services. Also, to help with Billing inquiries
• Received average 85% customer satisfaction rating with more than 5 RPC (Revenue per chat) and resolved rate 90%
• Research complicated cases without prompting to provide more comprehensive service to customers suggested new tactic to persuade cancelling customers to stay with company, resulting decrease in cancellations
• Addition/Removal of services Upgrade/Downgrade their services
• Billing and Account related Inquiries Focusing to ensure customers are given all required support and ensure their concerns are resolved in first attempt(First Call Resolution)
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

• Managed schedules, accepted time off requests and found coverage for short shifts.
• Excelled in every store position and regularly backed up front-line staff.
• Trained and mentored new employees to maximize team performance.
• Trained back-up associates and led crew members in managing operations of Operations team.
• Worked in capacity of Shift Manager aligned with total strength of 3 team coaches and 40 designers.
• Created & conducted interview of candidates as a part of the recruitment process for design team.
• Create & prepare a training plan for new hires for smooth transitioning from training to operations
• Conducting daily, weekly & monthly performance review meetings with team members, other internal leads/stakeholders and management team
• Optimally utilizing organizational resources for establishing best practice standards
• Creating Appraisal/PE methodology including KPIs & Competencies
• Coached crew members to optimize performance and motivate toward more efficient work.
• Exercised composure under pressure and in escalated customer service scenarios.
• Consistently exhibited calm demeanor during periods of high volume or unusual events to keep business operating smoothly and set positive example for shift team.

• Worked in capacity of Team Lead with team strength of 17- 25 artist.
• Evaluating performance of team members on continuous basis.
• Coaching & mentoring team member’s by sharing feedback basis their performance
• Through continuous motivation helping individuals achieve personal and professional aspirations.
• Conducting performance review and chalking out individual development plans
• Having extensive knowledge across all LOB’s.
• Fostering an environment of process improvement & employee engagement.
• Active participation in operational projects and initiatives.
• Effectively passing my SDP learning to team and helping them grow.
• Providing on floor training to new hires & leads regarding day-to-day task, workflow knowledge, different process etc.
• Team player, self-motivated, mentor and coach.

• Perform Audits ensuring the quality & performance are at par
• Conducting calibration sessions with design team remove knowledge gap
• Providing feedback to designers on weekly and monthly basis to help them improve
• Monthly reviews with managers reflecting improvement made and share action plan to for upcoming month
• Preparing report for RCA & analysis to improve quality & efficiency
• Provide floor support to designers when they come across any challenges or issues with regards to process or knowledge.
• Devised strategic approaches for highlighting important focal points in each design.
• Improved quality from 83% to 96% by doing RCA and implementing changes in process

• Understanding the customer requirement and creating designs to fulfill requirements & achieve customer satisfaction
• With hands on different designing tools helped to improve own designing skills
• Research and development on embroidery
• Coordinate with plant to resolve production issues.
• Anticipated design issues and proved to be proactive in developing effective solutions.
• Adjusted existing logos, characters and other assets for different uses.
• Produced designs for clothing and accessories such as shirts, pullovers and bags.
• Applied knowledge of printing standards to create high-quality images.
• Carefully prepared design layouts into prepress files for offset, web and digital printing.