Balendra Nimbalkar
Microsoft(Concentrix)
Borhadewadi - Moshi,Pune
3
Languages
1
Certification
14
years of professional experience
Results-driven Team Leader skilled in Performance Management, Work Allocation, and Process Improvement. Achieved operational efficiency through strategic planning and coaching, while enhancing team productivity and service quality. Committed to fostering a collaborative and adaptable work environment.
Work History
Assistant Manager
2 Years- Experienced Operations Manager currently working with Microsoft Support Operations at Concentrix since September 2024, leading a team of 30+ Support Engineers within the Identity and Access Management (IAM) domain. Proven expertise in driving operational excellence through effective management of key performance metrics, including CSAT, DSAT, High Aging%, First Workable Resolution (FWR), and First Day Resolution (FDR). Skilled in people leadership, employee engagement, coaching, and performance management, with a strong focus on fostering accountability, productivity, and continuous improvement. Demonstrated success in managing workforce challenges such as absenteeism and attrition while maintaining high team morale and service quality. Prior to the current role, gained 1.5 years of technical support experience in Microsoft Defender for Endpoint (MDE), developing strong technical, analytical, and customer-focused problem-solving skills. Recognized for leading multiple process improvement and operational projects that enhanced team performance, customer satisfaction, and overall business outcomes.
Team Leader
5 Years 3 Months- Team Management: Successfully led a team of 30+ technical support advisors, specializing in resolving network & Device issues for mobile phones and broadband services.
- Coaching and Mentorship: Providing ongoing coaching and mentorship to advisors, helping them achieve their personal and professional goals through tailored guidance and support.
- Quality Assurance: Implemented a comprehensive quality assurance program to evaluate and enhance the quality of customer interactions.
- Team Culture: Fostering a positive and inclusive team culture where advisors feel valued and motivated, promoting open communication, active listening, and empathy.
- Conflict Resolution: Addressing performance issues promptly and implementing corrective actions when necessary, while resolving conflicts in a professional and timely manner.
- Team Culture: Fostered a positive, inclusive team culture that valued and motivated advisors through open communication and active listening.
- Conflict Resolution: Addressed performance issues and implemented corrective actions while resolving conflicts professionally and timely.
Work Allocator
1 Year 10 Months- Allocated tasks and responsibilities to team of 20, ensuring equitable workload distribution.
- Prioritized and assigned tasks based on SLAs and MSAs to meet performance targets.
- Compliance Monitoring: Rigorously monitoring and enforcing adherence to SLAs and MSAs, minimizing the risk of breaches.
- Proactive Compliance: Implementing proactive measures to maintain consistent compliance with agreed-upon service standards.
- Roster Preparation: Preparing weekly rosters, considering team members' availability, skills, and workload distribution.
- Evaluated team performance and provided constructive feedback to enhance individual development.
Customer Services Executive
10 Months- Handled customer queries, complaints, escalations, sales, deliveries, and order tracking across UK and US processes via calls, chats, and emails. Delivered timely resolutions while maintaining optimal AHT and enhancing customer satisfaction and NPS.
- (Amazon)
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed customer accounts using CRM software to enhance service delivery.
- Trained new representatives on company policies and customer service best practices.
Event Manager
2 Years 1 Month- Coordinated corporate events, product launches, weddings, promotional campaigns, and election campaigns to support brand goals. Led event teams and on-ground operations, oversaw promotional material distribution, and executed creative advertising solutions to boost brand visibility and ensure successful event outcomes.
- Led event planning and execution for corporate and private clients, ensuring seamless operations.
- Developed comprehensive event budgets and timelines, optimizing resource allocation and vendor selection.
- Coordinated logistics, including venue selection, catering, audiovisual support, and transportation arrangements.
Education
SSC
HSC
BA
Skills
Identity and Access management
Work under pressure
Conflict management
Operational Excellence
Problem Solving
Team leadership
Ability to Work Under Pressure
Azure fundamentals
Customer service
Money handling
Endpoint security
Certification
- COPC - Certified Professional Manager
Languages
Hindi
Marathi
English
Professional Working
Interests
Listening to Music
Playing Football
Reading Books
Details
- Borhadewadi - Moshi, Pune, 412105
- Mob:- 8698833557
- Email:- Balendra0294@gmail.com
- Balendra0294@gmail.com
- Nationality
- Indian
- Date / Place of birth
- 02/05/1994
- Pune
Personal Information
- Title: Team Leader
- Date of Birth: 1994-05-02
- Nationality: Indian
Manager who shines - H2 2026
Best Manager for the H2 2026
Timeline
Assistant Manager
Microsoft(Concentrix)
09.2024 - CurrentRead More
Team Leader
Tech Mahindra
10.2018 - 01.2024Read More
Work Allocator
Capita India
09.2016 - 07.2018Read More
Customer Services Executive
Concentrix
09.2015 - 07.2016Read More
Event Manager
Czar India Events
01.2013 - 02.2015Read More
ISBM University
BA
Read More
Maharashtra Board
HSC
Read More
Maharashtra Board
SSC
Read More