Sanket Waghmare

Foundever, Mumbai | February 2024 – Present

Client: Cox Communications (Telecom Domain)

• Leading a team of 22 advisors, driving performance through coaching, quality monitoring, and performance management.
• Conducting daily shift briefings for 30–35 advisors to reinforce process knowledge, service standards, and productivity goals.
• Managing key operational metrics: SLA, AHT, Shrinkage, Attrition, Repeat Rate (RR), CSAT, DSAT, NPS, and Outbound call targets.
• Successfully led a Bottom Quartile Performance Improvement Project over 3 months, resulting in significant uplift in team KPIs.
• Built and nurtured customer relationships through proactive support and a customer-first approach.
• Fostered a collaborative and accountable team culture, resolving issues promptly through open communication.
• Held weekly team meetings to align on business updates, address concerns, and reinforce team objectives.
• Monitored attendance and enforced compliance with organizational policies to reduce absenteeism.
• Delivered constructive feedback and performance coaching to improve advisor productivity and quality scores.
• Effectively communicated monthly and annual KPIs to ensure clarity on expectations and performance alignment.

Team Leader – Operations

WNS Global Services, Mumbai - January 2020 – February 2024

Client: Expedia (Travel Domain)

Key Responsibilities & Achievements:

• Led daily operations for the Expedia travel process, ensuring exceptional service delivery and consistent customer satisfaction across global markets.
• Managed a team of 20+ travel consultants, driving performance across key KPIs such as AHT, Quality, CSAT, FCR, and Schedule Adherence.
• Resolved high-impact customer escalations involving flight bookings, hotel reservations, cancellations, and refund issues, ensuring timely and effective resolutions.
• Conducted daily briefings, coaching sessions, and monthly performance reviews, aligning team objectives with client expectations and business goals.
• Developed and maintained weekly staffing rosters, optimized real-time adherence, and supported workforce planning to ensure seamless operational coverage.
• Collaborated with quality and training teams to identify performance gaps and deliver targeted training interventions and refresher courses.
• Consistently achieved above-target CSAT scores by fostering a customer-first mindset and reinforcing service excellence within the team.
• Analyzed performance trends and delivered actionable insights to stakeholders, recommending process improvements to enhance FCR and reduce repeat contacts.
• Monitored and managed attendance, shrinkage, and attrition, implementing corrective actions and engagement strategies to maintain team stability.
• Played a key role in new process migrations and onboarding, ensuring smooth knowledge transfer, training, and integration of new team members.

• Managed escalated cases efficiently while maintaining professionalism and composure under pressure.
• Maintained accurate documentation of all customer interactions within CRM systems for future reference.
• Assisted in the development of training materials for new hires, improving onboarding processes.
• Contributed to the development of new customer care policies and procedures, increasing overall efficiency.
• Delivered exceptional customer service support for a leading telecom client, handling high-volume inbound queries related to billing, network issues, plan upgrades, and account management.
• Achieved consistent targets in First Call Resolution (FCR) and Average Handling Time (AHT) while maintaining high Quality and scores.
• Handled escalated calls with professionalism and empathy, ensuring prompt resolution and restoring customer trust and satisfaction.
• Educated customers about telecom services, product features, and promotional offers, contributing to upselling and customer retention.
• Maintained accurate call logs and case notes in CRM systems, ensuring proper follow-up and compliance with internal quality standards.
• Mentored and supported new team members, sharing best practices and helping them adapt quickly to process requirements.

• Handled inbound and outbound customer interactions for a major telecom provider, assisting with billing inquiries, plan activations, network issues, and service requests.
• Educated customers on available plans, data usage, and value-added services (VAS), contributing to upselling and improved customer retention.
• Resolved customer issues effectively within the first contact, contributing to high First Call Resolution (FCR) rates.
• Maintained accurate and detailed records of customer interactions using internal CRM tools, ensuring smooth follow-ups and case tracking.
• Met and exceeded daily and monthly performance targets, including AHT, quality scores, and customer feedback.
• Participated in regular training sessions and process updates, staying current with product knowledge and customer handling protocols.