Prathamesh Sawant

Learning And Development Specialist @ Dream11

About

With a Bachelor of Commerce focused on Finance from Thakur College of Science & Commerce, I am currently honing my expertise as an Associate at Dream11. My core competencies include cross-departmental communication, strategic planning, and critical thinking—all of which enable me to manage user objections and queries effectively. At Dream11, our team collaborates to refine user experience through innovative experiments and promotions. My role involves educating internal and outsourced partners about upcoming initiatives, ensuring seamless implementation. My commitment is to contribute to our organization's culture with diverse perspectives and a strategic mindset that enhances our user engagement strategies.

Country

India

City

Mumbai

Industry

Information Technology & Services

Skill

Customer Service Representatives, Project Management, New Hire Training, Training Needs Analysis, Cross-team Collaboration, Generative AI Tools, Decision Trees, Quick Reference Guides, Employee Training, Business Process Improvement, Standard Operating Procedure (SOP), Cross-departmental Communication, Strategy, Critical Thinking, Teaching, Strategic Communications, International Organizations, Skill Development, Interpersonal Skills, International Relations

Experience

Learning And Development Specialist

Dream11

2023-1 - 2025-9 · 2 yrs 9 mos

Mumbai, Maharashtra, India

Designed and delivered onboarding and cross-training programs, reducing ramp-up time by 25% and achieving 95%+ advisor accuracy. Improved process accuracy by 20% through AI-powered knowledge systems and built an AI Agent Assist model to cut manual effort. Automated reporting and VOC-based first responses (95% accuracy), enhancing user experience. Consistently drove 80%+ performance gains in low performers, led project launches like Dream Play, and acted as SPOC during IPL promotions, improving closure rates and reducing SLA breaches. Handling queries related to Dream11 application. Working with Interdepartmental teams to run experiments for User experience. Ensuring education to outsourced partners and internal about the new/upcoming promotions & processes.

Senior Customer Service Representative

2021-12 - 2022-12 · 1 yr 1 mo

India

Handling Us based user queries related to their Banking transactions. Identifying Fraud non Fraud transactions. Highlighting Fraud transactions to the onshore team. Debit card management .

Customer Service Representative

Tech Mahindra

2018-8 - 2021-12 · 3 yrs 5 mos

Mumbai, Maharashtra, India

Handling user queries related to their network for UK based users. Billing and Technical related issue. Managed team for 10-15 Agents during OJT phase and managing their KPI and reporting to the senior management daily/weekly/monthly for reviews. Quality Associate auditing New hire training Batches call handling and ensuring that quality standard is met set as per the clients.