Vrushal Ghanate
Mumbai
Summary
Dynamic operations leader with extensive experience at Firstsource, excelling in workforce management and quality control. Proven track record in enhancing team productivity and achieving KPIs through effective coaching and analytical skills. Proficient in SQL and Power BI, driving strategic insights that support decision-making and operational efficiency.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Process Leader
First source
Mumbai
05.2023 - Current
- Supervised approximately a team of 125 customer service representatives, including new trainees and 5 team leaders, ensuring adherence to KPIs such as AHT, FCR, CSAT, and service levels.
- Managed workforce planning, shift scheduling, and real-time queue monitoring to optimize resource utilization.
- Collaborated with quality assurance, training, and IT teams to streamline workflows and improve agent performance.
- Monitored performance metrics, and provided regular coaching and feedback to improve team efficiency and quality.
- Assisted in the preparation, analysis, and presentation of Weekly Business Review (WBR) and Monthly Business Review (MBR) reports for senior leadership and stakeholders.
- Presented findings and actionable insights during WBR and MBR meetings to support strategic decision-making. Created visual dashboards and reports using tools like Excel, PowerPoint, and Power BI, ensuring data accuracy and clarity.
Operations Team Leader
Teleperformance
Mumbai
05.2023 - 11.2023
- Fraud analysis expert with proficiency in Visa Resolve Online (VROL) for investigating and resolving transaction disputes and chargebacks.
- Conduct in-depth analysis to resolve disputes and identify patterns of fraudulent activity, which helped set and manage objectives for quality, productivity, and compliance.
- Analyzed department metrics and performance, and reported findings to management, achieving targets.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Increased overall efficiency and productivity of the team by revamping jobs, schedules, and daily assignments.
- Maintained team compliance with company standards, safety practices, regulatory, and environmental requirements.
Operation Team Leader
Nevis Trading & Investment
Mumbai
12.2020 - 05.2023
- Motivated and trained employees to maximize team productivity.
- Enforced regulatory and company policy compliance to improve workplace, employee safety, and readiness.
- Encouraged and promoted ideas aligned with business needs and benefits.
- Analyzed department metrics and performance, and reported findings to management.
- Evaluated team member performance and productivity, provided feedback, and implemented corrective actions.
- Managed internal operational standards (SOP's)and productivity targets.
- Compiled training materials for new employees, and tracked skill development.
- Disciplined and motivated staff are needed to achieve challenging objectives in fast-paced culinary environments.
- Scheduled and rotated staff for adequate coverage, and fair distribution of workload.
Team Leader Manager
White Hat Junior
Mumbai
05.2020 - 12.2020
- Drove the performance of staff by creating incentives, a positive work atmosphere, and administering recognition and rewards programs.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Defined clear targets and objectives, and communicated them to other team members.
- Launched quality assurance practices for each phase of development.
- Developed detailed plans based on broad guidance and direction.
- Organized and hosted monthly Town Hall meetings, facilitating two-way communication between frontline staff and leadership to share updates, performance highlights, and company news.
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained a professional, organized, and safe environment for employees and patrons.
- Onboarded new employees with training and new hire documentation.
- Developed and implemented business strategies to achieve business goals, and stay competitive.
Operation Team Leader (Sr. Analyst)
Cox & Kings /Hexaware BPS
Mumbai
08.2016 - 05.2020
- Monitored intraday performance, and managed adherence, shrinkage, occupancy, and service level targets.
- Analyzed call volume patterns and historical data to assist with accurate forecasting and capacity planning.
- Managed rosters, schedule adherence, leave planning, and real-time adjustments during high call volume periods.
- Collaborated with the WFM team to ensure optimal staffing, shift scheduling, and real-time queue monitoring.
- Used WFM tools (e.g., Salesforce, AWS, NICE, Maestro, or Excel-based trackers are used to track productivity and generate staffing models.
- Provided daily, weekly, and monthly WFM reports to leadership to support resource decisions, and improve operational efficiency. Presented key metrics such as AHT, SLA, FCR, CSAT, shrinkage, and forecast vs. Actual, and highlighted action plans.
Team Manager Operation
Nandos LLC UAE
Dubai
04.2013 - 07.2016
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Motivated and developed employees to overcome challenges and achieve goals, to boost efficiency and performance.
- Investigated and resolved pricing and database issues to maintain the accuracy and efficiency of quotes and turnaround times.
- Analyzed product information to verify accuracy, and drive corrective actions to closure.
- Collaborated with the accounting department to review, update, and improve financial processes to achieve revenue goals.
- Identified call trends to improve efficiency, reduce problem calls, and suggest solutions to upper management.
- Built strong relationships with the marketing & outlets team to support business development opportunities and improve service.
- Handled complex and sensitive client relations, and quality control issues, to minimize negative impact to business direction.
Customer Service Executive
Wipro Pvt Ltd
Mumbai
09.2011 - 03.2013
- Described product and service details to customers to provide information on benefits and advantages.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Handled customer inquiries and suggestions courteously, and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs, or wants.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs, and resolving concerns.
- Resolved customer billing errors by researching issues in the system, asking open-ended questions, and determining the root causes of problems.
Education
M.Com - Business Management
Ismail Yusuf College
Mumbai12.2020
PGDM - Business Administration and Management
L.N. Welingkar Institute of Management Development
Mumbai12.2012
Bachelor of Commerce - Business Communications
BHARATIYA VIDYA BHAVAN'S. M. M. College
Mumbai12.2009
Skills
- SQL/Python
- Power BI
- Microsoft Excel
- Workforce management
- Conflict resolution
- Quality control
- Analytical skills
- Operations management
- Root-cause analysis
- Fraud investigation (AML/KYC)
- Scheduling (Rostreing/ Interval handling)
- Communication skills
Certification
- Post-graduation in data science (Python), 2021
- Master's in Data Science (SQL and Power BI), 2021
- Advance Excel certificate, 2022
Personal Info
- Passport number: W3179963
- ID type: passport
- ID number: W3179963
- Date of birth: March 29, 1987
Languages
- English, Advanced
- Hindi, Advanced
- Marathi, Advanced
- Gujarati, Intermediate
Hobbies and Interests
- Pistol Riling (State Level)
- Travelling
- Dancing (Choreographer)
Timeline
Operations Team Leader
Teleperformance
05.2023 - 11.2023
Process Leader
First source
05.2023 - Current
Operation Team Leader
Nevis Trading & Investment
12.2020 - 05.2023
Team Leader Manager
White Hat Junior
05.2020 - 12.2020
Operation Team Leader (Sr. Analyst)
Cox & Kings /Hexaware BPS
08.2016 - 05.2020
Team Manager Operation
Nandos LLC UAE
04.2013 - 07.2016
Customer Service Executive
Wipro Pvt Ltd
09.2011 - 03.2013
M.Com - Business Management
Ismail Yusuf College
PGDM - Business Administration and Management
L.N. Welingkar Institute of Management Development
Bachelor of Commerce - Business Communications
BHARATIYA VIDYA BHAVAN'S. M. M. College
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