Akshay Sarode

● Lead and manage a team to achieve and sustain client SLAs, ensuring smooth and efficient operations.

● Conduct feedback sessions and process monitoring to ensure continuous improvement and knowledge transfer within the team.

● Initiate and implement strategies to address key operational challenges, enhancing service quality and efficiency.

● Delivered top-tier customer service by addressing client needs and resolving complex issues efficiently, Part of multiple Pilot Voice process for same client helping to establish core set up.

● Responsible for customer retentions with high Agent Satisfaction Scores (Chat)

● Managed performance metrics and supported ongoing client. initiatives, ensuring consistent service delivery across TCHT, APS, Sales.

● Handling Billing queries and troubleshooting for Vodafone Australia Client

● Provided exceptional customer service support with focus on AHT and NPS, resolving escalated concerns and technical issues.

● Collaborated with internal teams to streamline processes as part of Pilot project and improve customer interactions.

• Offered technical support for customers, solving product-related issues and providing step-by-step guidance.
• Supported team leaders in enhancing service protocols and reducing response times.