Sarin Panikeer Email & Phone Number

Pune, Maharashtra, India

Dedicated Customer Service Professional with more than 18 years of experience. Consistently delivering and achieving Business goals which helps the organization in achieving bigger results. Working with a Team of high Potential Team members who are highly engaged and aligned to business objectives. Green Belt certified and ability to run continuous improvement in Customer Satisfaction.

Pune, Maharashtra, India

* Handling leadership responsibility of 3 Operational Leaders with span of above 70 Team members* Keep a very close focus on Associate Engagement within the group, have strong practices that creates a very highly engaged workforce and retain talent.* Lead, motivate and develop Teams to meet/exceed deliverables on Client Experience, Productivity and engagement.* Lead and implement ADP core values across the Teams.* Be a strong contributor on digital transformation efforts and… Show more * Handling leadership responsibility of 3 Operational Leaders with span of above 70 Team members* Keep a very close focus on Associate Engagement within the group, have strong practices that creates a very highly engaged workforce and retain talent.* Lead, motivate and develop Teams to meet/exceed deliverables on Client Experience, Productivity and engagement.* Lead and implement ADP core values across the Teams.* Be a strong contributor on digital transformation efforts and drive process improvement within the Teams.* Ability to guide, coach, mentor front line leaders and associates, nurture talent, design and execute career progression plans for Teams.* Serve as the second escalation point within the Team and for internal stakeholders and clients.* Work closely with the quality Team to improve efficiency, quality and audit standards are met.* Be Proactive in identifying potential issues/concerns or threats and implement controls to sustain operations.* Identify and execute plans to eliminate operational inefficiencies using continuous improvement techniques.* Create Transition methodology and ensure work transition happens effectively and seamlessly whenever there is an opportunity.* Improve the operational systems, processes and policies in support of organizations mission.* Help organization achieve Hiring requirements* Lead by example at all times Show less

Pune Area, India

• Handling 5 Projects for one of the leading telecom service provider in Australia.• Handling Team size of 290 Team members which included 10 Team Leads and 2 Assistant Managers.• Responsible for maintaining healthy gross margin for the projects and identifying new avenues of getting revenue.• Received appreciation from clients for managing all business SL’s in green month on month.• Instrumental in delivering customer demands during ramp up and cross skill across telecom… Show more • Handling 5 Projects for one of the leading telecom service provider in Australia.• Handling Team size of 290 Team members which included 10 Team Leads and 2 Assistant Managers.• Responsible for maintaining healthy gross margin for the projects and identifying new avenues of getting revenue.• Received appreciation from clients for managing all business SL’s in green month on month.• Instrumental in delivering customer demands during ramp up and cross skill across telecom domains 40% increase in FTE mandate.• Attrition managed at single digit since go-live of the project (9.7% annualized attrition).• Worked with transition Team in transitioning big-ticket telecom project from ME region.• Worked and closed multiple green belt projects with savings estimated to 0.52 cr.• Initiated multiple action plans to improve NPS for the project which resulted in 30 points overall improvement.• Administer performance management by finding improvement opportunities, providing effective feedback, coaching, training, professional development and corrective action plans.• Perform quality checks, develop and review performance reports, identify areas to improve and implement measures to improve performance levels and meet objectives.• Identifying the issues in the process and performing process improvement steps• Develop skills and techniques in each Team Lead so that the leader comes up the learning curve at the earliest.• Co-ordinate the interviewing, hiring and training of associates.• Reviewing portfolio statistics to measure staff performance and to ensure that the Service Level Agreements are always met. • Ensure strict adherence to company policies and procedural guidelines.• Maintain Attrition Risk Profile of the Portfolio.• Maintain Payroll inputs and billing of the portfolio.• Building a Team that effectively supports client programs, products and services.• Drive the development of superior client service and high performance across the portfolio. Show less

Pune Area, India

Team Lead (Operations) September 2011 – January 2014SME February 2010 – October 2011Sr. CSE January 2009 – February 2010Deliverables:• Handling a team of 20 associates.• Administer performance management by finding improvement opportunities, providing effective feedback, coaching, training, professional development and corrective action plans.• Perform quality checks, develop and review performance reports, identify areas to improve and implement… Show more Team Lead (Operations) September 2011 – January 2014SME February 2010 – October 2011Sr. CSE January 2009 – February 2010Deliverables:• Handling a team of 20 associates.• Administer performance management by finding improvement opportunities, providing effective feedback, coaching, training, professional development and corrective action plans.• Perform quality checks, develop and review performance reports, identify areas to improve and implement measures to improve performance levels and meet objectives.• Conduct group trainings on updates, products and services.• Develop skills and techniques in each associate so that the associate comes up the learning curve at the earliest.• Co-ordinate the interviewing, hiring and training of associates.• Reviewing portfolio statistics to measure staff performance and to ensure that the Service Level Agreements are always met. • Ensure strict adherence to company policies and procedural guidelines.• Maintain Attrition Risk Profiler of the Portfolio.• Maintain Payroll inputs and billing of the portfolio.• Building a Team that effectively supports client programs, products and services.• Drive the development of superior client service and high performance across the portfolio.• Lead work flow distribution and floor management to ensure service levels are met.• Develop, motivate, coach, evaluate and retain qualified staff.• Maintain quality check on reconciliation reports.• Worked with Home retention, Customer service, Foreclosure, Work-out and Reconciliation processes within the company. Show less

Pune Area, India

Deliverable:• Indymac Federal Bank was the 7th largest bank in U.S. and deals with Certificate of deposits, Checking and Saving Accounts. • Attending inbound calls from customers of a leading U.S. Bank, IndyMac Bank and resolving their concerns online and attain first call resolution.• Took initiative and did a research on reasons for escalation of calls and was successful in reducing the no. of escalated calls and directly increasing the C- Sat ratio for the… Show more Deliverable:• Indymac Federal Bank was the 7th largest bank in U.S. and deals with Certificate of deposits, Checking and Saving Accounts. • Attending inbound calls from customers of a leading U.S. Bank, IndyMac Bank and resolving their concerns online and attain first call resolution.• Took initiative and did a research on reasons for escalation of calls and was successful in reducing the no. of escalated calls and directly increasing the C- Sat ratio for the Process.• Achieved highest Sales for the process and performance for the month of May 08 was the best among all the 3 centers and was among top 3 every month in Quality scores. Show less

Ahmedabad Area, India

• Attending customer calls in postpaid from all over Gujarat for their complaints/queries.• Keeping a follow-up and connecting to the customer with resolution on their complaints.• Meeting all parameters as per the KPI’s decided for advisors ( AHT, AQS, NPS etc. )• Feedback to low performers and motivating Team members to meet process goals.