Deepesh Waghmare Email & Phone Number

Thane, Mh, In

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.● Preparation of various operational reports to support the Management needs & timely adherence to deadlines.● Heading Training team and streamlining the training structure for India and EMEA-JP Raters.● Preparation of Monthly bill to Google invoices for India and EMEA-JP geographies.● Managing Internal company audits and external ISO audits.● Involved in strategic planning to overcome operational challenges.● Managed End-to-End Transition for EMEA-JP remote work structure● Driving Projects, Automation’s and Innovations● Excellent Communicator: Leverage business and project acumen to communicate effectively with client/stakeholders and concerned teams● Onboarding new processes hiring and developing new talents and planning of scope/work● Business Intelligence: Analyse organization level data and provide actionable information to help management make informed business decisions.NOTABLE HIGHLIGHTSBest Team Leader Award for – June 2020

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). Accountable to meet/exceed the agreed targets in relation to volumes processed.● Monitor performance of all the Team members on weekly and monthly basis.● Proactive planning and evaluation of tools to deliver higher efficiency.● Efficiently handling a team and responsible for delegating work to the team members, allocating daily and weekly targets.● Managing day to day operations for rostered shift. Ensure proper utilization of staff resources; and ensuring service levels are always met● Ensure to meet all KPI’s metrics● Responsible for annual and bi-annual appraisal of employees● Automation initiative for smooth operation functioningNOTABLE HIGHLIGHTSBest Team Leader Award for 2 consecutive quarter’s– Q2 & Q3 - 2017Best Team Leader award for the annual award 2017.Nominated to travel onshore for new business transition and trainingMaximum sales collection for 3 consecutive months – 2016Minimum shrinkage & attrition for the annual year 2017

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● Validating MBR’s and QBR’s for the process● Performance and BQM Management for the team ● Helped the client for their internal migration of platforms and Successfully completed● Liaising with different team for implementation of automated workflow tool for better utilization of resources● Adequate manpower allocation to ensure all SLA’s are met and the process is in BAU NOTABLE HIGHLIGHTSBest Team Leader Award for – 2015 & 2016

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

Hsc, Business/Commerce, General, A

Icse, A