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
2019.01 - 2023.11
- 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
2010.05 - 2011.12
- 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
2019.01 - 2023.11
Process Associate Executive
Apollo Health Street
2010.05 - 2011.12
MBA - Accounting
Jawaharlal Nehru Technological University
Bachelor of Commerce - Accounting
Osmania University College
Similar Profiles
Sapana ShettiSapana Shetti
Asst Social Media Manager at Head Digital Works Pvt LtdAsst Social Media Manager at Head Digital Works Pvt Ltd
Debanjan DasDebanjan Das
QA Lead (Project Lead/Team Lead) at Head Digital Works India Pvt LtdQA Lead (Project Lead/Team Lead) at Head Digital Works India Pvt Ltd
Gaurav GovilkarGaurav Govilkar
Sr. Engineering Manager at Head Digital WorksSr. Engineering Manager at Head Digital Works