Deepesh Waghmare Email & Phone Number

Maharashtra, India

Customer Relationship Team

Thane, Maharashtra, India

• Roles & Responsibilities with Virtusa Information Technology (Google Virtual – Review and Rating)
• Handling key accounts and managing Operations and automations. Deft in managing daily metrics, SLA, KPIs scores and driving Process Improvements
• Handling a team of 30 transaction processing agents (FTE’s) with 4 Quality Analyst’s under direct reporting.
• Preparation and presentation of monthly Management (Board) packs & Review decks.
• Responsible for creating work instructions and business proposals for the project.
• Regular performance feedbacks and commencing appraisal for Team members.

Mumbai, Maharashtra, India

• Managed a team of 30 transaction processing agents with 3 SME’s and 2 QA’s.
• Catering a volume of 800 Transactions per day.
• Working with a vision of 99% Quality Delivery
• Weekly spear heading client reviews
• To lead, coach, motivate and develop team members to deliver operational growth, maximization of revenue and high level of client service. Proactively build relationships with Customers (internal and external)..
• Monitor performance of all the Team members on weekly and monthly basis.

Mumbai, Maharashtra, India

• Responsible for Capacity planning, Hiring Skilled resources and raising training indents
• Maintained Excellent Client Relationship by driving proper governance models and communication channels
• Mentoring and upskilling “in-house talents” and making them ready for cross functional business requirements
• Negotiate and finalize the SLA’s for the process
• Managing shrinkage and attrition for the process
• Validating Daily/ Weekly / Monthly MIS reports

Bachelor Of Business Administration - Bba, Marketing/Marketing Management, General, A

Hsc, Business/Commerce, General, A

Icse, A