Tushar Havale

Currently leading a team of customer service professionals for a U.S.-based healthcare client, UnitedHealthcare, in a fast-paced BPO environment. I manage both voice and non-voice support operations, ensuring top-tier service delivery across multiple communication channels including calls, emails, chats, and case management. Working in rotational U.S. shifts, I focus on aligning team performance with client expectations, KPIs, and compliance standards in the healthcare domain. Key Responsibilities: Lead and manage a high-performing team of 5+ representatives supporting both voice (inbound/outbound calls) and non-voice (emails, chats, case handling) processes for UnitedHealthcare. Monitor and optimize key performance indicators including NPS, AHT, CSAT, and FCR, ensuring strict adherence to client-defined SLAs and quality standards in the healthcare support process. Conduct regular coaching, training, and performance evaluations to build agent capabilities and maintain a results-driven culture. Handle complex healthcare-related escalations and guide team members in resolving sensitive issues with empathy and accuracy. Drive continuous process improvements, identifying gaps and implementing best practices to boost efficiency and customer satisfaction. Ensure full compliance with HIPAA regulations and internal quality protocols across all communication channels. Collaborate closely with onshore stakeholders and cross-functional teams to align operational goals with broader client objectives. Provide real-time support by working in rotational U.S. shifts, ensuring smooth day-to-day operations and maximum availability for client needs.

At NoBroker, I specialized in end-to-end buyer servicing, delivering a seamless property buying experience for both domestic and NRI customers. My role focused on understanding unique buyer requirements, sourcing suitable property options, and facilitating transparent transactions across residential real estate. Key Responsibilities: Acted as a single point of contact for property buyers, guiding them through the entire purchase journey from requirement gathering and property shortlisting to negotiation and closing. Built strong relationships with both domestic and international (NRI) clients by understanding their specific investment goals, legal considerations, and timelines. Coordinated with property owners, legal advisors, and internal teams to ensure smooth documentation and due diligence processes. Provided market insights, area-specific recommendations, and comparative analysis to help buyers make informed decisions. Maintained a high level of client satisfaction by offering timely updates, prompt follow-ups, and personalized service. This experience sharpened my skills in consultative selling, cross-border client servicing, and real estate transaction management all while operating in a fast-paced, tech-driven environment.

Working for HireRight, which is affiliated with Startek. The International Project Team Leader is responsible for overseeing the daily operations of a international (BPO) team. They play a crucial role in ensuring the team's efficiency, productivity, and adherence to quality standards. The team leader acts as a point of contact between management and the team, providing guidance, support, and performance feedback. Key Responsibilities: Team Management: Supervise and manage a team of domestic BPO representatives. Set performance goals and expectations for the team members. Conduct regular team meetings to communicate updates, provide training, and address concerns. Monitor team performance and provide coaching and feedback for improvement. Motivate team members to achieve individual and team targets. Operations and Quality Assurance: Ensure smooth day-to-day operations of the team. Monitor and manage call queues to ensure timely response and resolution of customer queries. Conduct quality assessments and audits to ensure compliance with established standards. Identify process gaps and suggest improvements to enhance efficiency and customer satisfaction. Collaborate with relevant departments to resolve complex customer issues. Training and Development: Identify training needs of team members and coordinate with the training department to provide necessary skills development. Conduct regular training sessions on product knowledge, process updates, and soft skills enhancement. Assist in the onboarding process of new team members and ensure their successful integration into the team. Reporting and Analysis: Prepare and analyze performance reports, including key metrics and trends. Identify areas of improvement based on data analysis and recommend strategies for optimization. Provide regular reports to management on team performance, achievements, and challenges. Stakeholder Management: Collaborate with managers, and departments.

The Domestic BPO Team Leader is responsible for overseeing the daily operations of a domestic Business Process Outsourcing (BPO) team. They play a crucial role in ensuring the team's efficiency, productivity, and adherence to quality standards. The team leader acts as a point of contact between management and the team, providing guidance, support, and performance feedback. Key Responsibilities: Team Management: Supervise and manage a team of domestic BPO representatives. Set performance goals and expectations for the team members. Conduct regular team meetings to communicate updates, provide training, and address concerns. Monitor team performance and provide coaching and feedback for improvement. Motivate team members to achieve individual and team targets. Operations and Quality Assurance: Ensure smooth day-to-day operations of the team. Monitor and manage call queues to ensure timely response and resolution of customer queries. Conduct quality assessments and audits to ensure compliance with established standards. Identify process gaps and suggest improvements to enhance efficiency and customer satisfaction. Collaborate with relevant departments to resolve complex customer issues. Training and Development: Identify training needs of team members and coordinate with the training department to provide necessary skills development. Conduct regular training sessions on product knowledge, process updates, and soft skills enhancement. Assist in the onboarding process of new team members and ensure their successful integration into the team. Reporting and Analysis: Prepare and analyze performance reports, including key metrics and trends. Identify areas of improvement based on data analysis and recommend strategies for optimization. Provide regular reports to management on team performance, achievements, and challenges. Stakeholder Management: Collaborate with other team leaders, managers, and departments to ensure effective communication and coordination.

The Domestic BPO Team Leader is responsible for overseeing the daily operations of a domestic Business Process Outsourcing (BPO) team. They play a crucial role in ensuring the team's efficiency, productivity, and adherence to quality standards. The team leader acts as a point of contact between management and the team, providing guidance, support, and performance feedback. Key Responsibilities: Team Management: Supervise and manage a team of domestic BPO representatives. Set performance goals and expectations for the team members. Conduct regular team meetings to communicate updates, provide training, and address concerns. Monitor team performance and provide coaching and feedback for improvement. Motivate team members to achieve individual and team targets. Operations and Quality Assurance: Ensure smooth day-to-day operations of the team. Monitor and manage call queues to ensure timely response and resolution of customer queries. Conduct quality assessments and audits to ensure compliance with established standards. Identify process gaps and suggest improvements to enhance efficiency and customer satisfaction. Collaborate with relevant departments to resolve complex customer issues. Training and Development: Identify training needs of team members and coordinate with the training department to provide necessary skills development. Conduct regular training sessions on product knowledge, process updates, and soft skills enhancement. Assist in the onboarding process of new team members and ensure their successful integration into the team. Reporting and Analysis: Prepare and analyze performance reports, including key metrics and trends. Identify areas of improvement based on data analysis and recommend strategies for optimization. Provide regular reports to management on team performance, achievements, and challenges. Stakeholder Management: Collaborate with other team leaders, managers, and departments to ensure effective communication and coordination.

The Domestic BPO Team Leader is responsible for overseeing the daily operations of a domestic Business Process Outsourcing (BPO) team. They play a crucial role in ensuring the team's efficiency, productivity, and adherence to quality standards. The team leader acts as a point of contact between management and the team, providing guidance, support, and performance feedback. Key Responsibilities: Team Management: Supervise and manage a team of domestic BPO representatives. Set performance goals and expectations for the team members. Conduct regular team meetings to communicate updates, provide training, and address concerns. Monitor team performance and provide coaching and feedback for improvement. Motivate team members to achieve individual and team targets. Operations and Quality Assurance: Ensure smooth day-to-day operations of the team. Monitor and manage call queues to ensure timely response and resolution of customer queries. Conduct quality assessments and audits to ensure compliance with established standards. Identify process gaps and suggest improvements to enhance efficiency and customer satisfaction. Collaborate with relevant departments to resolve complex customer issues. Training and Development: Identify training needs of team members and coordinate with the training department to provide necessary skills development. Conduct regular training sessions on product knowledge, process updates, and soft skills enhancement. Assist in the onboarding process of new team members and ensure their successful integration into the team. Reporting and Analysis: Prepare and analyze performance reports, including key metrics and trends. Identify areas of improvement based on data analysis and recommend strategies for optimization. Provide regular reports to management on team performance, achievements, and challenges. Stakeholder Management: Collaborate with other team leaders, managers, and departments to ensure effective communication and coordination.

As a Customer Support Executive in a domestic Business Process Outsourcing (BPO) company, your primary responsibility is to provide exceptional customer service and support to clients within your country. You will be the first point of contact for customers, addressing their inquiries, resolving issues, and ensuring customer satisfaction. Your role is crucial in maintaining positive relationships with clients and promoting brand loyalty. Responsibilities: Respond to Customer Inquiries: Handle incoming calls, emails, and chat messages from customers, understanding their concerns, and providing accurate information and solutions in a timely manner. Troubleshooting and Issue Resolution: Identify customer problems or complaints and troubleshoot technical issues. Work closely with other teams, such as technical support or sales, to resolve complex customer issues effectively. Product Knowledge: Develop a deep understanding of the company's products or services to provide accurate information to customers. Stay updated on product updates, new features, and promotional offers. Maintain Customer Records: Document all customer interactions, including inquiries, complaints, and resolutions, accurately in the customer relationship management (CRM) system. Keep customer records up to date and easily accessible for future reference. Escalation Handling: Identify situations requiring escalation to supervisors or higher-level support teams. Follow the escalation process to ensure prompt resolution for customers. Upselling and Cross-selling: Identify opportunities to promote additional products or services based on customer needs or preferences. Effectively communicate product benefits and offers to generate sales leads. Quality Assurance: Adhere to company guidelines, policies, and procedures while handling customer interactions. Maintain a high standard of quality in customer service delivery. Customer Feedback: Gather customer feedback on products or services.