Ajith Pawar Email & Phone Number

Bengaluru, Ka, In

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 • 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 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%• Worked with cross functional teams like engineering product, marketing & Finance to expedite and resolve customer escalations• Streamlined chat allocation and load balancing, developed and implemented one view CRM tool to achieve 25% increase in agent productivity Show less

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 management and holistic performance improvement for the team• Defined KPI & SLA for the entire Customer… Show more • 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 management and holistic performance improvement for the team• 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 leadership team• 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• Designed and implemented early warning systems across product funnels, detect anomalies and drive action plans to fix root causes• Identified factors impacting customer experience, top volume drivers & performance metrics to create sustainable action plans resulting in 25% decrease in contact ratio• Executed forecasting volumes, based on active & transacting users to effectively Plan capacity & rostering teams to provide 24/7 support• Displayed leadership skills in distributed team building, technical skills, people management and timely delivery• Leading 1-1 feedback session with every team members to enable and help improve overall performance and growth Show less

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 • 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 & 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.• Implemented Lean Six Sigma methodologies to optimize support processes and drive a 15% decrease in response times• Led initiatives to enhance self-service options, resulting in a 40% decrease in support ticket volume• Improved user identification on Playstore from 30% to 75%. As a result, achieved 35% conversion of negative ratings to positive ratings on playstore• Part of the org. wide core team which contributed in improving NPS from 26% to 65%• Managed vendor with 250+ agents including their overall performance from customer support, quality & training standpoint• Drove key customer facing metrics like Contact Ratio, CSAT & NPS• Contributed in improving an internal metrics like FRT, RT, FCR, Quality %, Training Throughput, Attrition, productivity and so on• Developed and maintained operational excellence project plans, identified resource needs, and managed project schedules; collaborated effectively across teams to agree timelines and deliverables• Ramped-up 200+ agents with a BPO partner for peak period readiness in Q4'20 & Q1'21 Show less

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 sub-order (CPS), CSAT, First response time (FRT), Resolution time (RT), First contact resolution (FCR) etcBuild reports… Show more 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 sub-order (CPS), CSAT, First response time (FRT), Resolution time (RT), First contact resolution (FCR) etcBuild reports, dashboards, presentations for leadership team to monitor the overall health of the process & performance metricsLed Improvement initiatives and projects to improve customer facing metrics using lean & six sigma methodologies such as DMAIC, SIPOC, VSM, FMEA etc Show less

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 of various lines of businessResponsible to drive service (QoS) as a metric, led CSAT initiatives and QA deliverables… Show more 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 of various lines of businessResponsible to drive service (QoS) as a metric, led CSAT initiatives and QA deliverables Led multiple organisation level process improvement initiatives & projects leading to process efficiency and positive impact on customer experiencePrepare weekly and monthly reports & dashboards on Quality performance of the team for review by leadership teams Show less

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 uniformity in understanding the processPerform ‘Failure Mode Effect Analysis’ (FMEA) on a quarterly basis to understand risks & ensure… Show more 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 uniformity in understanding the processPerform ‘Failure Mode Effect Analysis’ (FMEA) on a quarterly basis to understand risks & ensure process stabilityWorked as a Quality Analyst at [24]7-Inc, Bangalore till June 2013. Worked as a Technical Advisor at [24]7-Inc, Bangalore from January 2010 till November 2011 Show less