PSPatya Sawant
@patyasawant
Experienced IT professional with strong leadership and customer service skills.
IndiaWhat I'm looking for
A competent professional with over 17 years of experience in the Customer Service/Sales/IT industry. I have a proven track record in assisting pursuit teams with identifying and qualifying new opportunities, ensuring system functionality, and driving business development activities. I excel at managing large teams and have a strong focus on customer satisfaction and business excellence. With excellent interpersonal and communication skills, I am able to maintain cordial relations with clients and provide value-added customer service.
My areas of expertise include process operation, team management, and problem-solving. I am a quick learner and self-starter with strong attention to detail. I am proficient in Microsoft Office programs and have a high level of competency in Microsoft PowerPoint, Word, and Excel. I have experience interfacing with international clients and setting quality standards for operational areas to ensure a high-quality customer experience.
In my previous roles, I have successfully managed teams, achieved sales targets, and provided excellent customer service. I have experience in the IT enable services sector and possess strong organizational and time management skills. I am now seeking a leadership position in the IT enable services sector where I can utilize my skills and experience to drive business growth and deliver exceptional customer service.
Experience
Freelancer Photographer and Videographer
Satyam Productions and Films
Worked as a freelancer photographer and videographer.
Associate Manager / Team Manager
Sutherland Global Services Ltd
Overseen Air India operations in Mumbai with a team headcount of 25-27 associates, 1 SME, and 2 Call Back agents. Pivotal in enhancing service by educating the team on Service Levels, Abandon Rates, etc. Performed weekly trend analysis. Identified KRA's of the team members and communicated the same to all associates. Conducted daily coaching sessions with associates based on their calls and chats.
Team Manager
Pulse Waves Solution Pvt Ltd
Managed daily customer queries regarding login issue, deposits, and withdrawals. Reviewed operational expenses, budget estimates, betting accounts, and collection reports for accuracy. Addressed customer complaints. Recorded, collected, and paid off bets. Hired, terminated, and trained casino workers. Developed a structured methodology of planning, resourcing, tracking, and reporting the team's pe
Team Leader
Brocus IT Solutions Pvt. Ltd
Managed daily sales for the team. Possessed a competitive spirit and desire to meet and exceed daily sales goals. Led by example and motivated sales associates to provide outstanding performance. Prioritized, scheduled, delegated, and supervised work assignments. Prepared daily, weekly, and monthly reports. Kept the team informed about new services and products. Recruited, trained, and coached the
Sales Officer/Manager
Parle Biscuits Pvt. Ltd
Managed outlet and route-wise sales for the company. Executed secondary sales and managed salesman and route-wise sales. Maintained FIFO at the distributor point to minimize damage of stocks. Had thorough knowledge of SFA and Sehyog (company-based software) to track O/L wise sales.
Lead WFM
Sutherland Global Services Ltd
Responsible for engaging with site and off-site service delivery leaders and senior management. Developed WFM models and reporting guidelines needed for analysis, measurement, and assessment of volume and productivity data. Provided intra-day analysis to operations team on resource management and scorecard KPI delivery. Represented workforce management on all client calls. Recommended and implemen
RTA Sr. Associate
Sutherland Global Services Ltd
Provided inputs for incentive plan for schedulers, real-time analysts, and resource planners. Designed and improvised the resource planner. Prepared roster for the process to meet service levels. Managed daily attendance, call volumes, and break adherence. Worked closely with the operations team to analyze and help improve their delivery process. Generated ideas for process and service improvement
Sr. Associate WFM
Wipro BPO Pvt. Ltd
Drove real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals. Communicated changes to incoming contact patterns to operations and the broader WFM team. Provided technical support for Dell Desktop/Laptop for customer base located in North America and Canada. Maintained quality control/satisfaction records. Worked for Customer Care D
Tech stack
Learn about the tools and technologies that Patya likes to use.
Availability
Location
IndiaAuthorized to work in
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