Dattatray Patil

Operations Manager- CC Operations at IGP.com
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Contact Information
us****@****om
(386) 825-5501
Location
Mumbai, Maharashtra, India, IN

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Credentials

  • Lean Six Sigma Green Belt
    VarSigma

Experience

  • IGP.com
    • India
    • Technology, Information and Internet
    • 200 - 300 Employee
    • Operations Manager- CC Operations
      • Apr 2022 - Present

      Overseeing the daily front-end operations of a busy customer service department, ensuring effective management of customer inquiries and complaints.Recruiting, training, and mentoring top-notch customer service agents to ensure a high level of customer satisfaction.Setting ambitious customer satisfaction goals and empowering customer service staff to meet and exceed them.Developing and refining customer service strategies and procedures in an Agile manner to optimize the customer experience.Collaborating directly with product, sales, category, and marketing teams to ensure excellent customer service delivery.Coordinating with cross-functional teams, including the distribution center manager (CFC) and regional distribution center manager (RDC), to ensure timely and efficient delivery of customer orders.Establishing and executing short- and long-term organizational goals, objectives, strategic plans, policies, and operating procedures.Assessing the effectiveness of programs and operations and making necessary changes to improve organizational performance. Show less

    • Floor Manager- CC Operations
      • Mar 2020 - Present

      Tracking and analyzing team performance metrics and Key Performance Indicators (KPIs) to assess individual and team performance. Implementing and maintaining quality assurance processes to ensure that customer interactions meet the organization's standards of service excellence.Managing staffing levels and schedules to ensure adequate coverage during peak and off-peak hours.Assisting with complex or escalated customer inquiries or complaints that require higher-level intervention.Reporting: Preparing regular reports on team performance, customer feedback, and relevant metrics for management review.Technology and Tools: Overseeing the effective use of customer service tools and technologies, such as CRM systems, to manage customer interactions efficiently.Identifying and nurturing talent within the team, including providing opportunities for career growth and succession planning.Ensuring that customer service representatives adhere to company policies, procedures, and compliance requirements. Show less

    • Team Lead
      • Mar 2017 - Present

      Continuously striving to enhance the overall customer experience and satisfaction levels.Developing and implementing contingency plans for handling emergencies or unexpected spikes in customer inquiries.Oversee the day-to-day operations of the customer service team, including assigning tasks, monitoring performance, and providing guidance.Track and analyze team members' performance metrics and Key Performance Indicators (KPIs) to ensure they meet or exceed targets. Implement and maintain quality assurance processes to ensure that customer interactions meet the organization's service standards.Ensure adequate coverage during all shifts to meet customer service demands. Show less

  • Convergys Intelligent Contact
    • United Kingdom
    • Outsourcing and Offshoring Consulting
    • 500 - 600 Employee
    • Technical Support Executive
      • Aug 2014 - Jun 2016

      Ensuring high levels of customer satisfaction by addressing inquiries, concerns, and complaints promptly and effectively. Striving to resolve customer issues during the first interaction, minimizing the need for follow-up calls or escalations. Demonstrating a comprehensive understanding of the company's products or services to provide accurate and helpful information to customers. Ensuring high levels of customer satisfaction by addressing inquiries, concerns, and complaints promptly and effectively. Striving to resolve customer issues during the first interaction, minimizing the need for follow-up calls or escalations. Demonstrating a comprehensive understanding of the company's products or services to provide accurate and helpful information to customers.

Education

  • Kohinoor College Of Management
    B.S.C- H.S, Hospitality Administration/Management
    2011 - 2014
  • Kohinoor College - India
    Bachelor's degree, Hospitality Administration/Management

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