Abhishek Sathe
Summary
Dedicated and results-oriented Assistant Manager with over 09 years of experience leading high-performance customer service teams in fast-paced environments. Proven track record of driving operational excellence, enhancing customer satisfaction, and optimizing workflows to meet and exceed organizational goals. Adept at fostering a culture of continuous improvement and empowering teams to deliver exceptional service. Skilled communicator with a talent for building strong relationships across all levels of the organization. Seeking to leverage expertise in customer service leadership to drive success and innovation in a dynamic team lead role.
Overview
14
14
years of professional experience
Work History
Technical Support Specialist, Team Lead
Head Digital Works PVT LTD
01.2019 - 11.2023
- Conduct regular assessments of team members' skills, strengths, and preferences to optimize task assignments.
- Implement efficient workflow management strategies to streamline processes and maximize productivity.
- Monitor and adjust workload distribution in real-time to address unforeseen challenges or opportunities.
- Analyze historical data and performance trends to inform future staffing decisions and resource allocation strategies.
- Implement monitoring systems and dashboards to track SLA performance in real-time an identify areas of improvement.
- Establish effective communication channels and escalation procedures for reporting and resolving issues promptly.
- Coordinate cross-functional teams and subject matter experts to diagnose and troubleshoot complex issues.
- Document and prioritize reported issues based on severity, impact, and urgency.
- Collaborate with product development and quality assurance teams to prioritize bug fixes and enhancements.
- Provide timely updates and resolutions to customers, stakeholders, and internal teams to maintain transparency and trust.
- Lead by example by demonstrating commitment to quality, accountability, and continuous learning.
- Track key performance indicators (KPIs) such as productivity, quality, and efficiency to measure progress and identify areas for improvement.
- Utilize performance data and analytics to recognize top performers, identify emerging talent, and inform succession planning efforts.
- Pair junior team members with experienced mentors to provide guidance, support, and professional development opportunities.
- Implement cross-training initiatives to broaden skill sets and enhance team resilience and flexibility.
- Provide ongoing coaching and feedback to support the growth and development of junior staff members.
- Document and analyze customer feedback and complaints to identify recurring issues and areas for improvement.
- Monitor market trends and competitor offerings to identify opportunities for differentiation and innovation in product development.
Process Associate Executive
Apollo Health Street
05.2010 - 12.2011
- Analyzed current business processes and identified areas of improvement to increase efficiency. Documented existing process flows and identified gaps in the current system.
- Collaborated with stakeholders to develop new processes that meet customer needs. Created detailed reports on project progress, results, and recommendations for further improvement.
- Provided training sessions to staff members on newly implemented processes.
- Worked closely with IT teams to ensure smooth transition of new systems or updates into production environment.
- Maintained records of process designs, changes, implementations, and results. Identified potential risks associated with implementing change initiatives.
- Analyzed data from various sources such as surveys, interviews, focus groups, to identify patterns or trends.
- Collected and analyzed user stories and leveraged data to enhance and expand future process planning and solution strategies.
Education
MBA - Accounting
Jawaharlal Nehru Technological University
India05.2014
Bachelor of Commerce - Accounting
Osmania University College
India05.2010
Skills
- Coaching and Mentoring
- Customer Service
- Customer Satisfaction
- Issue Resolution
- Technical Support
- Problem-Solving Abilities
- Microsoft 365
- Complaint Resolution
- Typing Proficiency
- High-Energy Attitude
- Quality Control
- Medical Terminology Knowledge
- Complaint Handling
- Call Center Operations
- Business Development Understanding
- Inbound and Outbound Calling Service
References:
1. Nidheesh P.S
Manger – Customer support operations ( Head digital works Pvt Ltd – India)
Ph. No. +91 9581884071
2. Mamatha Maddela
IT Support(contractor)works in Queensland Government
Ph.No. 0414765559
3. Raja
Self Business
Ph. No. 0434402685
Timeline
Technical Support Specialist, Team Lead
Head Digital Works PVT LTD
01.2019 - 11.2023
Process Associate Executive
Apollo Health Street
05.2010 - 12.2011
MBA - Accounting
Jawaharlal Nehru Technological University
Bachelor of Commerce - Accounting
Osmania University College
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