Mayur Pathare Email & Phone Number

Tech Mahindra Business ServicesTeam Leader (02/11/2016 till date)Leading a team of customer service representatives for an Australian client(Vodafone).This role is to effectively manage a team that handles wide range of queries and complaints about the product and its services. Activities involved in day to day business:Driving the team to achieve their KPI’s (CSAT, AHT, FCR, Compliance threshold and quality).Checking for regular updates and ensuring that the team is updated with the same.Doing random audits to check implementation of the updates and the resolution provided to the customer. Ensuring that expected customer experience is delivered without compromising the policy/compliance threshold.Managing client escalation calls, providing root cause analysis and timely taking corrective actions.Continuously conducting coaching sessions to improve the skills of the team members, initiating recognition for the performers, managing the performance of the bottom quartile by implementing action plan.Being the first line of management, ensuring that the management decisions and the way forward is communicated effectively.

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  Team Lead

  Tech Mahindra Business Services

  Nov 2016 - Present

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  University Of Mumbai

  Second Class