Vishwajeet Patil

Case Manager is responsible for outbound calls process Improvement, Process simplifications, Automation projects monitoring calls and quality of the call, Quality reports of the calls and improvement on customer / client satisfaction over call.

• Managed Team of 35 people including Auditors and Quality associates.
• End to end Quality process knowledge and experience of almost 8 years of voice calls and core quality metrix.
• Have been a part of Automation project to improve call quality and elimination of repeat calls.
• Owner of "Quick call-Quick resolution" process.
• Part of process improvements and 100% Quality project.
• Part of transition team and handled overseas client and end to end transition project.
• Worked as a best quality mentor for transition project where 100+ Associates benefited with the best practices which helped to deliver error free and end to end resolution to client and customer.
• Providing end to end resolution to the clients / customer basis requirement of the project and monitoring the quality of the calls to avoid risk factors.
• Customer satisfaction and end to end resolution to avoid repeat contact to balance workflow and supporting business.
• Supervising the production process to make sure that all products meet consistent standards, developing and implementing quality control tests, inspecting products at various stages and writing reports documenting production issues.

• Analysis / Audit of customer experience using outbound and outbound voice call database and collecting the parameters on which improvement is required basis which audit / quality team can decide the parameters of an audit of calls and maintaining the data of improvement.
• Analyze daily, weekly, and monthly quality reports to Sr. Leadership, and recommend initiatives to fill the gap of the process.
• Designing process matrix in such a way that performance issues can be addressed and corrected on right time to maintain client experience.
• Analysis of audit on daily basis to identify the call quality and lags on which business can be improvised.
• Conducting daily / monthly huddle's / meetings to share the findings with leadership on which Business issues can be identified and eliminated.
• Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
• Supported clients with business analysis, documentation, and data modeling.
• Implemented practices and procedures to reduce negative customer experience and increase on positive customer reviews and ratings.
• Managed multiple deadlines across several businesses to meet dynamic needs of business needs.

• Sharing details of the account of UK client over voice call.
• Analysis of customers highly confidential detail and sharing the feedback to UK client "Everything everywhere" and "T Mobile".
• Attending calls from UK clients to monitor the business flow and daily targets.
• Reviewed business operations and voice call improvement areas.
• Managed complex voice call projects under direction of senior management to meet deadlines and budget limitations.
• Collaborated with internal and external stakeholders to maintain financial accuracy and compliance.
• Analysis of the trends of Quality lags and supporting team to improve the quality of the outbound and inbound calls.