Ayush Sham Farande
Pune,India
Summary
Adept in Excel with a proven track record of crafting company P&L plans and enhancing team cohesion through strategic initiatives. Skilled in visual storytelling, leveraging photography and Photoshop expertise to create compelling narratives. Experienced in Power BI, seeking to further develop analytical skills and contribute to data-driven decision-making.
Results-driven Team Leader with expertise in driving operational improvements and enhancing customer experience. Achieved significant productivity gains by assessing business processes and implementing targeted projects. Fostered cross-functional collaboration to align marketing strategies with sales objectives, maintaining key performance metrics.
Overview
8
8
years of professional experience
Work History
Team Leader
The Connections ITBS Services Private Limited
08.2025 - Current
- Process: Lighthouse Learning (Sub-processes: B2C, B2B, K12)
- Team Leadership: Oversee a total headcount of 60 agents, including 30 HC for K12, 10 HC for B2C, 10 HC for B2B, 5 HC for Chat, and 5 HC for Inbound.
- Operations & Sales: Accountable for the pre-sales process, focusing on qualification targets and school visits for premium brand schools.
- Cross-Functional Collaboration: Partner with the marketing team to align data and execute 'Chat 360' WhatsApp blasts.
- Performance Metrics (KPIs): Maintain 85% connectivity, 55% conversion from qualification to visit, and 70% overall targets.
- Reporting & Quality: Conduct weekly reviews and prepare PPTs for client presentations; lead weekly call calibrations.
- Technical Proficiency: Strong knowledge regarding dialer management and data allocation.
- Leadership & Hierarchy: Directing a comprehensive team structure including 2 Assistant Team Leaders reporting directly to me.
- Subject Matter Expertise: Possess deep knowledge of the Education field, including various Educational Boards and specialized Curriculum structures to drive informed sales and parent counseling.
Team Leader
People Interactive Shaadi.com
11.2024 - 07.2025
- Handle The walking customers (Direct Sales)
- Team of 20 FTE
- Maintain the Basic Hygiene (shrinkage, Attrition, Late Login)
- Service Delivery / Business Delivery
- Conduct TL review
- Participate in Internal & External calibrations
- Data Analysis
- Prepare RCA and glide path
- People management
- Client management
- QA review for Internal & External Quality
Assistant Manager
Rural shores business services pvt ltd (bajaj finserv)
kopargaon, India
12.2023 - 11.2024
- Process: SALPL-Growth
- Handles 3 Team leaders 2QA & 1 Trainer
- Team of 55 FTE
- Maintain the Basic Hygiene (shrinkage, Attrition, Late Login)
- Service Delivery / Business Delivery
- Conduct TL review
- Participate in Internal & External calibrations
- Data Analysis
- Prepare RCA and glide path
- People management
- Client management
- QA review for Internal & External Quality
- Coordinated with senior management to implement strategic plans for revenue growth.
- Monitored staff performance and developed improvement plans.
- Led weekly staff meetings to discuss targets, performance improvements, and customer feedback.
- Conducted performance reviews, providing constructive feedback and setting individual goals.
Team Leader
Rural shores business services pvt ltd (bajaj finserv)
kopargaon, India
01.2022 - 12.2023
- Process: SALPL_GROWTH (Bajaj Finserv Personal Loan Sales)
- Team Size: 24
- Accountable for: Leading a team of 20 to 24 members Handling Sales & Client management.
- Tracking business metrics and performing trend with analysis
- Leading team with 24 team Members People management with all engagement activities
- Shrinkage & Attrition management Data Allocation
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
Quality Analyst
Rural shores business services pvt ltd (bajaj finserv)
kopargaon, India
03.2021 - 12.2021
- Process: SALPL_Prime (Bajaj Finserv Personal Loan Sales)
- Team Size: 30
- Accountable for: Leading a team of 25 to 30 members
- Handling Sales management with Need Creation and Objection handling.
- Tracking business metrics and performing trend with analysis.
- Coordinating with Process Excellence Team to provide solutions and implement changes Identified
- Participate in internal and external calibrations to understand Quality guidelines and drive within the team
- ACPT analysis for bottom box responses and identifying process gaps
- Call Calibration
- Quality Dashboard Analysis
- Facilitated training sessions for junior analysts, focusing on quality assurance methodologies.
- Provided daily, weekly and monthly quality information to key stakeholders, enabling informed decision-making.
- Managed defect tracking system, ensuring timely resolution of issues.
Customer Service Associate
Rural shores business services pvt ltd (Vodafone-Idea)
12.2018 - 11.2020
- Owned end-to-end Vodafone post-paid Platinum call resolutions, including plan and port changes.
- Directed billing plan adjustments and coordinated port in/out processes with customer needs.
- Coordinated OJT support for new associates through mentoring, huddles, and call audits.
- Contributed to client focus group by presenting actionable process recommendations to stakeholders.
Education
B.BA -
Rajivgandhi Institute of technology
01-2019
H.S.C -
Maharashtra State board
01-2016
S.S.C -
Maharashtra State Board
01-2014
Skills
- Demonstrated proficiency in Excel and crafted company P&L plans
- Cultivate photography skills through hobby to enhance visual storytelling
- Photoshop photo editor
- Worked on powerbi
- Enhanced team cohesion through strategic initiatives
Disclaimer
I hereby declare that the above stated information is true as per my knowledge.
Languages
English
Advanced
C1
Hindi
Proficient
C2
Marathi
Proficient
C2
Interests
- Play vallyball
- Cricket
Timeline
Team Leader
The Connections ITBS Services Private Limited
08.2025 - Current
Team Leader
People Interactive Shaadi.com
11.2024 - 07.2025
Assistant Manager
Rural shores business services pvt ltd (bajaj finserv)
12.2023 - 11.2024
Team Leader
Rural shores business services pvt ltd (bajaj finserv)
01.2022 - 12.2023
Quality Analyst
Rural shores business services pvt ltd (bajaj finserv)
03.2021 - 12.2021
Customer Service Associate
Rural shores business services pvt ltd (Vodafone-Idea)
12.2018 - 11.2020
B.BA -
Rajivgandhi Institute of technology
H.S.C -
Maharashtra State board
S.S.C -
Maharashtra State Board