Kalash Patil Email and Phone Number

In my current capacity as an Assistant Manager at Concentrix, I am entrusted with overseeing Air India's esteemed contact center operations, as a distinguished member of the Star Alliance network. Within this role, my primary responsibilities entail leadership in managing a team of contact center advisors and subject matter experts. I am tasked with providing adept guidance on process tools such as Amadeus and Salesforce CRM, while also effectively addressing escalations to ensure prompt resolution for irregular operations and high-priority cases, thereby ensuring end-to-end customer satisfaction.My proficient management of day-to-day business operations within the contact center encompasses several key areas:1. Providing real-time support to contact center advisors for handling inbound call queries, including reissuance (ATC and Manual), booking cancellations and refunds, revalidation, special service requests, and general airline policy inquiries, among others.2. Implementing real-time monitoring of call queues to manage Average Handling Time (AHT) and ensure Service Level Agreement (SLA) compliance, while also coordinating with the Workforce Management (WFM) team to optimize AUX utilization and interval adherence.3. Overseeing the individual performance of team members, focusing on enhancing Key Performance Indicator (KPI) deliverables such as Quality Score, AHT, Customer Satisfaction (CSAT), Dis-satisfaction (DSAT), shrinkage, adherence to schedule, call analysis, Attendance Management, Etc.4. Conducting regular one-on-one sessions and performance discussions with team members to identify process or behavioral gaps, facilitating Root Cause Analysis (RCA), and devising action plans for Business Quality (BQ) management to drive operational excellence.5. Engaging in daily client interactions to address real-time process challenges and discuss process improvements, while presenting case-specific solutions to ensure exceptional customer service delivery.

Working as a Team Manager at WNS global services in Travel domain for Kiwi.com OTAMy day-to-day responsibilities includes the following:1. Managing a team of B2B customer support specialists who are responsible to deliver flight reservation services and provide resolutions to the B2B partners requests through Jira Service Desk, Email and Inbound Calls within the predefined SLA time.2. Responsible to implement strategies for process improvement and maintain the overall team performance in order to acchive CSAT. 3. Responsible for implementation, Improvement and Monitoring the predefined KPI'S which include ProductivityQuality Assurance/ControlShrinkage and Attrition4. Coaching and Feedback in terms of continuous improvement along with TNI in order to bridge the process gaps for the Bottom Quartile (BQ).5. Efficiency Managing the Scheduled Line adherence and roster preparation along with the RAG Analysis in order to meet the Shrinkage and Attrition (Employee Retention) metrics for the LOB.6. Risk analysis along with the applications of Six Sigma methodologies and Root cause analysis (RCA) are efficiently used to acchieve operational excellence.7. Client interaction on process discussions and representation of B2B LOB in Nashik on client calls is a part of daily operations.

As a Subject matter expert my role demands to provide support for new hire agents. Improvement of their knowledge related to the process. Conducting refreshers, feedback sessions and driving productivity and other set metrics as per the glide path in gradbay and OJT period.

General responsibilities as a back office agent for travel agency kiwi.com including creating reservation achieve productivity, quality and all the set metrics. Initiating refunds,check-ins and schedule changes, escalations management, Flight Changes related to the booking were the core demand for the role. Trained on Order processing Tier 1 and Tier 2 Queues.

General responsibilities include managing a team responsible to deliver the services related to backend database upload for a renowned air conditioning manufacturing company based out in Dubai and USA. Client interaction and acchieving targets in a set timeline was a major part of the role.