Yashodeep Patil
Thane
Summary
Seasoned Assistant Manager with comprehensive knowledge in team leadership, project management, and operational procedures. Strong ability to lead diverse teams, handle multiple tasks simultaneously, and deliver high-quality customer service. Successful track record of improving efficiency, increasing productivity, and driving customer satisfaction in previous roles. Possess strong interpersonal skills, problem-solving abilities, and decision-making prowess that drive business success.
Overview
9
9
years of professional experience
Work History
Assistant Manager
Sutherland Global Services
Mumbai
05.2024 - Current
- Process Management:
Oversee and optimize travel-related processes, ensuring efficiency and compliance with industry standards.
Implement and monitor workflows to enhance service delivery. - Team Supervision:
Manage and mentor team members, providing training on travel systems, customer service, and domain-specific knowledge.
Conduct performance evaluations and address any challenges within the team. - Client Interaction:
Handle client inquiries, resolve issues, and ensure high levels of customer satisfaction.
Provide expert advice on travel arrangements, including itineraries, accommodations, and destinations. - Operational Excellence:
Monitor key performance indicators (KPIs) and suggest improvements to meet organizational goals.
Coordinate with other departments to ensure seamless operations.
Assistant Manager
WNS Global Services Pvt. Ltd.
New Mumbai
04.2022 - 04.2024
- Analyzing the data and providing the information that helps in overall growth of the process.
- Undertaking responsibilities of removing unnecessary procedures in processes; ensuring uniformity in the process understanding at the clients and the organizations end.
- Monitoring the overall functioning of the allocated teams, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
- Assisted with the screening of new recruits. Trained and mentored new employees.
- Conducting Daily hurdles to understand and Set clear expectations and communicate them well, then continue to manage expectations.
- Speaking with agents serving notice period for retention.
Team Leader Operations
WNS Global Services Pvt. Ltd.
New Mumbai
10.2018 - 04.2022
- Mentoring & monitoring the performance of allocated team members to ensure efficiency in process operations and meeting of individual & group targets.
- Initiatives to conduct monthly Rewards and Recognition for the program.
- Mentoring the agents who apply for TL interns/coach and SME roles.
- Co-ordinate between agents from various teams to ensure all people issues are resolved.
- Handled customers complaints with empathy and composure.
Senior Associate
WNS Global Services
New Mumbai
03.2016 - 10.2018
- Schedule Adjustments:
Manage flight or travel schedule changes, including cancellations, delays, or rescheduling.
Coordinate with airlines, travel vendors, and clients to ensure smooth adjustments. - Customer Communication:
Notify customers about schedule changes and provide alternative options.
Address customer concerns and ensure a satisfactory resolution. - Problem Solving:
Handle escalations related to schedule changes and provide quick, effective solutions. - Technology Utilization:
Use tools like GDS (Global Distribution Systems) such as Amadeus, Sabre, or World-span to manage bookings and schedule changes efficiently.
Education
Bachelor of Commerce -
Priti College, Mumbai University
Kalyan, Maharashtra01.2021
Skills
- Team supervision
- Client interaction
- Performance evaluation
- Data analysis
- Customer service
- Team building
- KPI monitoring
- Process management
- Work Planning and Prioritization
- Decision-making
- Recruiting and interviewing
Projects
WNS Global Services Pvt. Ltd.
- I conducted an AHT drive project for the travel process recently with WNS Global Services to achieve the client's target of the AHT KPI
- Introduction of a knowledge base kit internally for ensuring every office is aware of the latest updates received from the client based on email.
Sutherland Global Services, Pvt Ltd.
- Collaborated with the team to establish a clear glide path, successfully balancing AHT (Average Handle Time) and quality, and achieving the targets within three months
- Since the travel vertical involves ticketing and refunds, where agents handle monetary reservations prone to errors, collaborated with the team to implement a consequences management system specifically addressing agents responsible for errors on high-value reservations
Languages
- English, Advanced
- Marathi, Advanced
- Hindi, Advanced
Personal Information
- Date of Birth: 12/26/90
- Nationality: Indian
Languages
Marathi
First Language
English
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Timeline
Assistant Manager
Sutherland Global Services
05.2024 - Current
Assistant Manager
WNS Global Services Pvt. Ltd.
04.2022 - 04.2024
Team Leader Operations
WNS Global Services Pvt. Ltd.
10.2018 - 04.2022
Senior Associate
WNS Global Services
03.2016 - 10.2018
Bachelor of Commerce -
Priti College, Mumbai University
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