Hrishikesh Jadhav

Key Responsibilities • To lead a team of Customer Service Officers by ensuring end-to-end management of orders; from order initiation to the final delivery. • Train team members for providing an exceptional customer experience. • Dashboard monitoring to track orders for on-time delivery • Act as a collaborator with the Technology and Operations teams to ensure the delivery TAT is met. • Ensuring customer complaints are resolved by coordinating with Operations and close looping cases. • Design training modules and conduct refreshers. • Review quality check processes. • Working in a high-paced dynamic environment and completing tasks that require a strong attention to detail and ability to work under tight deadlines.

Handling multiple Key accounts and ensuring that the manpower needs are met for all the clients through a team a recruiters. Involved in Global Executive Hiring (US, India, UK, Middle East & Singapore) through Head-hunting and hand-holding the potential candidate through out the interview process till joining. Also responsible for overseeing end to end HR activities like On-boarding, Employee Grievances, Performance Management, Organization policies Etc.

Managed an entire centre of 150 people mainly on backoffice. Was responsible for the P&L for the centre. Extensively interacted with the clients during this period to ensure client relationship is also maintained. Had set up multiple governance models to ensure that the centre runs smoothly.

Was responsible for few processes within the telecom domain. Vendor Management & High performance were some of the key deliverables. Set up 5 contact centres during this period. Was also working on multiple projects to achieve excellence.

Managed one of the critical processes in the Telecom domain. Recruited, trained and set up the entire process. Was also responsible for the delivery & SLA of the process.

Worked as a Sr. Customer Care Officer for an Inbound process