Harshal Karambelkar Email & Phone Number

India

Providing holistic key input and information to stakeholders on their media footprint in TV, Print and Online medium.

India

Governing team of 60+ associates in ad-data collection field in the US-Canada/EU markets

Indore, Madhya Pradesh, India

Indore, Madhya Pradesh, India

• Managing customer support team of 18 TM’s for food delivery service provider giant in North America, Europe & Australia region. Team primarily handles Chats and Web queries from customers along-with occasional calls depending on volume. Below are the KRA’s/KPI’s and performance details for the tenure. • Maintaining the progressive CSAT & SLA targets on monthly & quarterly basis. Ensuring the given roster requirements are met along with keeping shrinkage and attrition level at 5% and 7% respectively. • CSAT achieved for the 1st qtr. was at 90% of given target of 58%. For 2nd & 3rd qtr. it was 100% achieved at 67% & 74%.• Target for Shrinkage, Attrition & SLA is met for all the daily, weekly & monthly intervals in all 3 quarters.

Sharjah, United Arab Emirates

• Increased collections for span by identifying triggers for customer dissatisfaction for all channels, built capability to drive customer first agenda & augmented people capabilities across channels• Interacted with clients for business review and identified opportunities towards existing & new process and presented the cost benefit from identified opportunities• Inculcated the customer centric approach by ensuring organization’s benefit, reduced the number of escalations reaching to senior management and managed the SLA defined by the organization • Executed projects to eliminate unnecessary procedures (NVA), provided high quality processing service within the specified SLA and ensuring that the process requirements are adhered & complied with the established procedures & standards

Gurgao Area, India

• Calculation, Implementation and Achievement of process KPI’s.• Presenting Monthly and Quarterly business review reports to Client and Internal Management. • SPOC for TCE data management and maintenance. • Engaging in client talks regarding on-shop training of active TCE’s. Headed a team of 60+ Experts for monitoring performance, productivity, quality, shrinkage, attrition and other metrics for team as SPOC for Expert Data Management & Maintenance

Gurgaon

Team Lead in C & R Management and was responsible for looking after team of 15 for post payment date activities of the project. I also had additional responsibilities of maintaining various process trackers, critical to billing of entire account and Operation SPOC for all IT activities related to proper running of systems. Major responsibilities include:• Handling team of 15 agents in their routine calling. • Coordinating and assisting training team in new hired agent certification. • Calculation and implementation of KPI and KRA’s for floor and yielding results. • Shrinkage and Attrition management.

Mumbai Area, India

Led a team of 20 members and maintained monthly average quality & compliance scores at 85% or above with 90%+ target achievement

Gurgaon, India

Worked on Wachovia-Wells Fargo Project and deputed to Richmond, VA for 4 months for training and smooth process transfer to India

Gurgaon, India

Worked on project Bell Canada

Bachelor'S Degree, Accounting And Finance, A

Activities and Societies: NCC, Played Soccer, Kho Kho and Kabaddi for College Team, Participated in University Drama Competition, Working.

Schooling, Accounting And Finance