Kanchan Patro
Pune
Summary
Experienced in Customer Service Team Leadership, with proven track record of resolving complex customer inquiries and managing high-performing teams. Strengths include advanced problem-solving abilities, strong communication skills and demonstrated leadership capability. Previous work has resulted in increased customer satisfaction rates and improved team productivity.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Leader
Fareportal
08.2019 - 10.2025
- Led team in daily operations and workflow management.
- Coordinated staff schedules to ensure adequate coverage and efficiency.
- Trained new employees on operational procedures and safety protocols.
- Monitored inventory levels and ordered supplies as needed for operations.
- Generated detailed reports outlining KPIs, quality control measures, and other related data points.
- Maintained records of inventory levels and provided weekly reports to management.
- Resolved conflicts among team members in a professional manner.
- Established key performance indicators for measuring operational success.
- Reviewed employee performance evaluations and made recommendations for improvement.
- Kept team in compliance with all applicable company and legal standards.
- Monitored performance metrics on a regular basis and identified areas for improvement.
- Supported team objectives by coordinating resources.
- Investigated customer complaints concerning product quality or service delivery issues.
Customer Service Executive
Tech Mahindra
07.2017 - 11.2018
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
Customer Service Executive
Convergys
10.2015 - 02.2017
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Increased efficiency and team productivity by promoting operational best practices.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Education
No Degree - Bachelor of Commerce
Bhuvaneshwar University
Bhuvaneshwar04.2012
No Degree - H.S.C
Pune University
Pune06.2008
No Degree - S.S.C
Carmel Convent
Khopoli06.2006
Skills
- Problem solving
- Workflow management
- Staff training
- Performance analysis
- Customer relationship management
- Team leadership
- Conflict resolution
- Operational best practices
- Effective communication
- Decision making
- Performance evaluation
- Resource coordination
- Complex Problem-solving
- Team motivation
- Key performance indicators
- Task delegation
- Team assessment
- Documentation and reporting
- Coaching and mentoring
- Change management
- Strategic planning
- Leadership
- Mentoring
- Teamwork and collaboration
- Deadline management
Accomplishments
Best Team Leader Award for 2023
Certification
- Time Management
- Conflict Management
- Change Management
- Team Coaching
Timeline
Team Leader
Fareportal
08.2019 - 10.2025
Customer Service Executive
Tech Mahindra
07.2017 - 11.2018
Customer Service Executive
Convergys
10.2015 - 02.2017
No Degree - Bachelor of Commerce
Bhuvaneshwar University
No Degree - H.S.C
Pune University
No Degree - S.S.C
Carmel Convent