Mrunmai Bhosale(Certified Scrum Master) Email & Phone Number

Pune, Maharashtra, India

Hyderabad, Telangana, India

- Led team expansion: Increased team from 15 to 30 members in 4 months, including 3 SMEs and 1 QA professional.- Project management: Managed multiple projects across diverse sectors including banking, retail, e-commerce, and edtech.- Revenue generation: Developed and implemented 11 sub-processes/queues, generating high revenue over a year.- Operational.

Pune, Maharashtra, India

- Team Management: Led a 17-member team, handling recruitment, training, and performance management. Provided ongoing feedback, coaching, and mentorship for professional development.- Project Coordination: Planned, executed, and delivered projects, ensuring adherence to timelines and quality standards. Collaborated with stakeholders to define objectives.

Vadodara, Gujarat, India

• Key Responsibilities Included:
• Average Handling Time (AHT): Measuring the average time taken by team members to handle customer calls, including talk time and after-call work. Lower AHT indicates quicker issue resolution and improved efficiency.
• First Call Resolution (FCR): Tracking the percentage of customer issues resolved during the initial call without requiring follow-up. Higher FCR reflects effective problem-solving skills and reduces customer frustration.
• Service Level Agreement (SLA) Compliance: Evaluating the team's ability to meet predefined response time targets, ensuring prompt customer assistance and adherence to service level commitments.
• Customer Satisfaction (CSAT): Gauging customer satisfaction levels through post-call surveys or feedback mechanisms. Higher CSAT scores indicate better service quality and positive customer experiences.
• Agent Utilization: Measuring the percentage of time agents spend actively handling calls or engaged in productive tasks versus idle time. Optimizing agent utilization ensures efficient resource allocation and maximizes.

Pune, Maharashtra, India

• As a Senior Subject Matter Experts (SMEs) in EdTech I was responsible for developing high-quality educational content, aligning it with curriculum standards, and integrating technology effectively into teaching and.
• Their key performance indicators (KPIs) include content quality, user engagement, technology adoption, and curriculum alignment, while their key result areas (KRAs) encompass content development, pedagogical.

Mba, Human Resources Management And Services

Bachelor'S Degree, Environmental Science