Swapnil Kore

• Responsible for conducting capacity planning and staffing forecasts, achieving, maintaining, and reporting of SLAs – weekly and monthly. Conduct annual appraisals and identify Knowledge Gaps, Process Gaps, and ensure closure of the same through proper coaching and mentoring.
• Team leader with demonstrated organization skills, customer service (Voice process), managing daily improvement, rapid continuous improving skills
• Experience in managing and growing teams by identifying and overcome challenges
• Manage teams by building strong relationship with customers
• Maintain a close working relationship with clients to ensure that service relate issues are promptly escalated and acted upon
• Set appropriate tone and expectations with the team
• Ensuring adherence of company and group policy
• Safeguard provision of ongoing training and development to teams and ensure that they are skilled and qualified with effective supervision in place to ease any risk
• Set and monitor Job Descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities
• Driving the KPI's efficiently
• Handle escalated customer service issues
• Proactively identify, define and solve the most complex problems that impact the functioning of the team
• Anticipate and/ or external business challenges recommend and develop process or service Improvement plans
• Proven ability to lead cross functional teams, unstructured and evolving environment

Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.

• Trained new staff in relevant processes and procedures.

• Handling Escalations level 1 – level 6 – 78% of SLA
• Mentoring Team on technical skills
• Constant training and feedback provided to team members to upskill.
• Resolved escalated customer issues in a timely manner while maintaining positive relationships.
• Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
• Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
• Displayed strong telephone etiquette, effectively handling difficult calls.

• Provide Tier 1 support to end users, address specific user issues, provide troubleshooting and technical support via phone, chats, emails, and web-based tools.
• Provided technical support to customers via phone, email and remote access tools.
• Resolved technical queries related to product features, functionality, installation and configuration of software applications.
• Conducted remote sessions using remote access tools to investigate system errors.
• Maintained knowledge base articles to help customers resolve common issues quickly without having to contact technical support personnel.