Dipali Patil

· Led a team of 20 professionals to deliver high-quality services with strict deadlines

· Additionally handled a separate project (CPE) and analyzed overall performance of the team of 25 associates, successfully delivered the client requirements with maintaining the high quality standards.

· Monitored team daily productivity and implemented modification to improve overall effectiveness

· Optimized quality requirements and meeting SLA parameters

· Established and maintained a culture of excellence within the team, setting high expectations for performance and accountability

· Streamlined operations by identifying areas for improvement in service delivery and implementing necessary changes

· Conducted regular meetings with the team to review progress, address challenges, and align goals for successful outcomes

· Coordinated schedules to ensure adequate coverage during peak hours or periods of increased in the volume without compromising service quality standards

· Actively participated in company-wide initiatives aimed at enhancing overall customer satisfaction across multiple touch points

· Handled client escalations and provided feedback on the same to respective associates

· Making team performance report and Vendor report on daily, weekly and monthly basis as per client requirements

· Enhanced team performance by implementing efficient service delivery processes and procedures

• Primary responsibilities to respond the customers email queries from escalation ID
• Utilized probing & problem-solving methods to resolve all customer inquiries on the first contact
• Handling of the complaints or settlement of disputes
• Partnered with internal departments to research and resolve customer issues in a timely manner
• Root caused analysis for the complaint marked to Nodal, Appellate and Legal authorities
• Managing daily work flow and distributing work among the team
• Ensuring that the tasks are completed within the respective SLA
• Maintain quality and provide best customer service

• Outcalling Customers and taking their feedback about the service provided to customers (Satisfaction and Dissatisfaction reasons)
• To retain customers by providing best services to level of satisfaction.