Prashant Mahadik
Pune
Summary
I am willing to be employed in your company as a Specialist. I am certain that my experience and skills meet the criteria required by your company
Team-focused professional with knack for coordinating and motivating diverse groups to achieve common goals. Known for excellent communication, conflict resolution, and problem-solving skills, ensuring smooth and efficient operations. Proven track record in implementing process improvements and fostering positive work environment.
Overview
15
15
years of professional experience
Work History
Team Leader Operation
Credence Resource Management
02.2024 - Current
- Team Leader - Operations for US collection process handling team size of 20 members.
- US Collection process handling warehouse accounts for debt collection on utility bills.
- Balancing Resources - Ensure resources are efficiently used and are cost-effective. Also, ensure that the right level of resource is available to meet the KRA. By analyzing records of the incoming calls, identify the peak times and quite times.
- Reporting - Provide reports on various aspects of team performance to the Leadership team.
- Risk Management - Review and Audit processes for Risk & Compliance along with process analysts and immediate team on a weekly basis.
Team Leader Operation
Infosys BPM Limited
08.2023 - 12.2024
- US Telecom process. Handling Team size of 15.
- Managed training's of new recruits and help them to upgrade their customer service Skills.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
Assistant Manager -Operations
Vsynergize Outsourcing Pvt.Ltd
02.2022 - 12.2022
- Monitoring 7 Teams performance to ensure success of an organization.
- Responsible for Quality of the entire span, managing leave Quota for the teams.
- Training programs must ensure that agents have good product and service knowledge, as well as customer handling skills.
- Use various metrics to assess Team leader's performance.
- Balancing Resources - Ensure resources are efficiently used and are cost-effective. Also, ensure that the right level of resource is available to meet the KRA. By analyzing records of the incoming calls, identify the peak times and quite times.
- Reporting - Provide reports on various aspects of team performance to the Leadership team.
- Risk Management - Review and Audit processes for Risk & Compliance along with process analysts and immediate team on weekly basis.
- Currently managing 7 Team Leaders of 84 members Team and handling grievances and escalations.
- Managed training's of new recruits and help them to upgrade their customer service Skills.
- Handled customer complaints, resolving issues promptly to maintain positive relationships.
- Managed day-to-day operations, facilitating smooth workflow and optimising staff productivity.
- Organised staff rosters, effectively managing resources to cover all operational requirements.
- Conducted regular audits of operational activities to identify areas for improvement.
- Ensured employees continued to work smoothly, efficiently and effectively by closely regulating operations, making changes where necessary.
Team Leader Operation
Credence Resource Management
11.2019 - 02.2022
- Team Leader - Operations for US collection process handling team size of 20 members.
- US Collection process handling warehouse accounts for debt collection on utility bills.
- Balancing Resources - Ensure resources are efficiently used and are cost-effective. Also, ensure that the right level of resource is available to meet the KRA. By analyzing records of the incoming calls, identify the peak times and quite times.
- Reporting - Provide reports on various aspects of team performance to the Leadership team.
- Risk Management - Review and Audit processes for Risk & Compliance along with process analysts and immediate team on a weekly basis.
Customer service Representative
TechMahindra Business Services
06.2011 - 11.2019
- Handled UK telecom based clients on Voice, Chats and E-mail support for customer service and technical issue and also worked towards NPS goal and Cross-Sell.
- Worked as Quality Coach on Secondment basis and contributed towards continuous improvement on process feedback and Implementation.
- Worked with TechMahindra Business Services for Technical and Customer service process.
Education
SSC -
PES English school
01.2003
HSC -
Alegaonkar Jnr College
Graduate in Arts -
Mumbai Hindi Vidyapeeth
Skills
- Team leadership
- Customer service
- Data analysis
- Training delivery
- Conflict resolution
- Process improvement
- Leadership skills
- Team supervision
- Performance monitoring
- Employee coaching and mentorship
- Issue resolution
- KPI management
Timeline
Team Leader Operation
Credence Resource Management
02.2024 - Current
Team Leader Operation
Infosys BPM Limited
08.2023 - 12.2024
Assistant Manager -Operations
Vsynergize Outsourcing Pvt.Ltd
02.2022 - 12.2022
Team Leader Operation
Credence Resource Management
11.2019 - 02.2022
Customer service Representative
TechMahindra Business Services
06.2011 - 11.2019
SSC -
PES English school
HSC -
Alegaonkar Jnr College
Graduate in Arts -
Mumbai Hindi Vidyapeeth