Sameer Mulani Email & Phone Number

Pune Area, India

• Leading and developing a team of 80-100 associates; responsible for the overall direction, performance management, coordination and evaluation of the team.
• Actively participate in and drive the continuous improvement culture and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
• Carrying out supervisory responsibilities in accordance with Entercoms policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing.
• Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions.
• Expected to be 2nd in line to the Operations managers and at times might be required to perform delegated duties of operations managersDevelop and Achieve performance goals and objectives in line with the network wide.
• Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.

Pune Area, India

• Responsible for managing multiple projects for a prestigious client in a high profile contact center for Genie Customer Management Services. I possessed an in depth knowledge & expertise in SLA management, Service.
• Excellent ability to think Outside the Box, thus being an innovator in driving performance
• Increased staff morale by directly developing individual productivity through administration of alternate learning principles
• Proven ability to manage both small and large groups and maintain productivity
• Consistently leading the operation in outstanding reliability results through strong interpersonal communication with my direct reports.
• Consistently managed the small and large teams in meeting and exceeding client and company goals

Pune

Pune

• Handling Service Desk operations for Bajaj Alliance Remote locations
• Starting Service Desk operations and creating process documents
• Mentoring Team of 6 Persons to enhance Service Levels
• Handling customer escalations
• Conducting training for engineers and service desk staff