Ajith Pawar Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

• Defined processes & Workflows across Customer support & Operations function (Customer support, operations, Quality & training) to deliver the best-in-class experience
• Developed and implemented metrics and measurements to provide clear quantitative insights, enabling data-driven decision-making
• Steered audit & analyzed incoming chats and email queries to identify trends and solved key customer pain points with cross functional collaboration
• Identified key product interventions… Show more
• Identified key product interventions based on data & Implemented product flow-based solutions to reduce the incoming Support ticket volumes & contacts per active user by 30%
• Used Value Stream mapping to streamline escalation process to improve escalation TAT adherence from 75% to 95%

Bengaluru, Karnataka, India

• Led Customer Support Vertical including Inhouse & vendor CS Operations, Quality, Training, Process Excellence & MIS teams, achieving a 50% increase in CSAT scores
• Set-up and deployed a robust quality, training framework and processes for an omni-channel customer support team. This included designing and implementing training need inputs, Bottom Quartile management, consequence.
• Defined KPI & SLA for the entire Customer… Show more
• Defined KPI & SLA for the entire Customer support Team. Measured effectiveness of the customer Support function by refining operational metrics,, developing reporting analytics and providing status updates to the.
• Implemented process enhancements that reduced handling time by 30% and increase productivity by 10%, contributing to improved customer satisfaction
• Worked with Product, Strategy & Finance Teams to set-up budget & cost optimization. Leveraged automation to reduce cost/Monthly Transacting User (MTU) by 50% in 3 months

Bengaluru, Karnataka, India

• Responsible for establishing customer support, ORM, quality, training, process excellence, backend operations & MIS teams from scratch and scale to 10x
• Spearheaded end-to-end process & product flows across all functions within support and operations
• Set-up and deployed a robust quality, training framework and processes for an omni-channel customer support team
• Worked on creating a bespoke in-house knowledge Management system for all users to refer to knowledge articles, SOPs &… Show more
• Worked on creating a bespoke in-house knowledge Management system for all users to refer to knowledge articles, SOPs & real time process/product updates
• Led process automation initiatives that resulted in a 20% reduction in manual errors and a 30% improvement in operational efficiency.

Heading the quality & process excellence function to drive standard practices to ensure consistency in delivery of servicesDesign and standardise quality framework to manage outsourced team of 100+ agents Identify business problems and recommend process & product enhancements to improve key metrics impacting customer experience such as contact per.

Managed the central Quality Assurance function, responsible for setting up and deploying a standard quality framework across multiple locations in IndiaImplementing the Process changes by providing necessary training need, query handling & effectively communicating with the target impact groups.Create & manage SOPs and process flows as per the requirements.

Bengaluru, Karnataka, India

Heading a team of 6 Quality AnalystsPerform process & transnational audits to meet client targetsPrepare weekly and monthly reports & dashboards on Quality performance of the team Conduct monthly program inspection audits to check knowledge & adherence to company policies & proceduresConduct calibrations with Operations & Training teams to ensure.