Amith Karlekar Email & Phone Number

Bengaluru, Ka, In

Hyderabad, Telangana, India

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

> End to End of Complaint Management - Have been managing the entire Email, Chat Support and Social Media line of business.- Configuration of Salesforce and Locobuzz for Complaint management system - Initiated Six Sigma based process improvements in the vertical.- SPOC for CXO weekly meet on customer escalation and way forward- Designed Process / Process Map / Scope of Work for existing as well as new changes.- Supported business/leadership team with data/analytics / and other support as required.- Managed change by understanding cultural dynamics in the organization- Worked with the Business Process Excellence Leaders to ensure standardization and Continue improvement> People Management- Driving Workforce management.- Managing a team of 38 consultants along with 2 SMEs with few support functions.- Conducting interviews and onboarding the required skill set of consultants.- Handled the support function as per the business & organization structure.- Building a team in order to engage in new processes and other activities.> Process Improvement Programs- Analyzing the current process and bringing in the new changes to the existing processes via product support or by non-product support.- Analyzing the current process and driving the changes required and implementation.> Product & Feature enabling- Onboarded Salesforce and Locobuzz CRM- Owning CRM Tool product and features for the Operations and Support functions. Identifying bugs, new requirements, enhancements, etc.> Planning- Maintaining staff by recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities.- Accomplishing financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.- Contributing team effort by accomplishing related results as needed.

Bengaluru, Karnataka, India

Responsibilities as Team Lead: - Briefing and De-Briefing for Team CSR’s on new updates & Individual Performance- Generate and maintain Daily, Weekly and Monthly Reports for Management - Monitoring and Controlling team compliance in all areas, including customer care, effective planning, training and development - Monitoring calls and provide feedback on a daily basis to the team members to improve the overall performance in Call Quality - Regular SBS / Remote call monitoring to be done to check the product knowledge and compliance of the agents and provide real time feedbacks to improve the overall performance - Attend client calibrations on product updates and upgrades - Responsible for meeting process targets & consistently achieve the KPI’s - To ensure daily absenteeism and shrinkage is well below the assigned target - Review with Management on a Fortnight or Monthly basis on Team Performance - Handling and resolving customer complaints in a professional and effective manner - Handling a team of 15 - 20 CSR’s. - Was a part of the panel who took the Handoff of OJT reps into operations

Bengaluru, Karnataka, India

Reliable quality assurance analyst with 1.5 years’ experience in the OSP sector offering the following core competencies:- Handle and resolve critical quality problems using research abilities.- Hands-on experience with statistical data collection and quality administration.- Was involved in monitoring inbound calls and E-Mail for Flipkart CS E-mail, ZevenWorld.Quality Analysis and Integration:- Assessed QA performance – Retrieved and analyzed QA information to identify root causes of performance gaps and other QA problems.- Designed quality regulations and evaluations based on the monitoring of data flow.- Set and verified standards of quality and testing procedures – Reviewed and modified quality assurance, programs and tested performance according to user’s specific requests and data inputs.Administered the company privacy policy regarding data.- Preparing daily repeat dashboard & sharing with Internal Ops, Training & Quality & with Clients.

Bengaluru, Karnataka, India

As Seller's support associate my job is to help organizations solve seller issues, create value, maximize growth, and improve business performance. Liaising with the client to keep them informed of progress and to make relevant decisions.- Handle Seller Accounts and resolve the issues- Improve Seller Business to generate more revenue for Flipkart- Reviewed business plans and set goals for future- Implemented goals that resulted in better production, more seller satisfaction

Master'S Degree - Data Scientist, Data Science With R, Python, Machine Learning, Tableau, Big Data

Bachelor Of Business Administration - Bba, Business Administration And Management, General, A

Activities and Societies: Member of Academic Council - The voice of the student body in all matters pertaining to academics Overall Winner.