Sagar Jadhav

Experience

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  Netwiz India Pvt. Ltd.

  Dec 2003 - Nov 2004

  Team Leader

  Managing a team of 24-30 sales advisers for an outbound sales process for US based customers. Selling Calling cards, Switching long distance carriers, internet connection, Mortgage lead generation. Managing leads in all the time zones of US. Maintaining required Sales per day rate. Coaching, monitoring and managing client expectations about sales. Maintaining a log of all the sales, generating bills and issuing bills to the clients on daily, weekly and monthly basis. Handling adviser grievances. Worked as an Sales representative from Dec 2003 to Jul 2004.About company: The organization had the capacity of 50 seats and was an outbound call center calling to attain sales for long distance career, Mobile Phones, calling cards, mortgage lead generations for US clients. Show less

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  Mphasis

  Nov 2005 - Oct 2008

  Unit Manager

  Unit Manager Profile: Handling a team of 15-17 adviser for an Inbound Retail banking process. Role entailing of Team Management, Performance Management, Coaching, Mentoring, Training for the team and process reporting to Line manager and further to the client both for Service Level targets and Quality Parameters. Acting as a Mentor to junior Team Leads and sharing best practices of Process leanings and Quality Initiatives, which will drive better performance for their teams. Involved in driving optimum AHT across the process. Taking up initiatives to further streamline the process in terms of its functionality, redundancy and independence. Handling the daily floor procedures, deal with any crisis or criticality on floor and escalate the same if needed. To help in all support functions to facilitate the working of the overall process smoothly. Worked in the pilot phase in a sub-project within the process for encouraging E services. Have been a consistent 5 rater, with regards to the various SLA’s in the process for the last few months. Organize and Conduct product & soft skills training. KPI / KRA / Goals include AHT, Quality call, Hold time, CSAT, FCR, Repeat calls, Absenteeism, Technical fatal. Achievements: Been Star Team Manager for the months of Jan 08’, Mar 08’, Apr 08’. Attained the Best Team for the Customer surveys for Feb 08’. Organized extra-curricular activities like games and team building exercises. From Nov 2005 – June 2007, worked as a Sr. CSO. Profile: Dealing with Inbound Retail Bank account holder’s queries. Banking adviser had to advise customers on maintaining the account properly. Assisting bank customers with banking queries, bill payments, transfers, coaching new hires, internet banking issues. In the absence of the Manger had taken care of the team for two weeks. Was taking team monthly projections from the team and than doing weekly reviews with them matching with their monthly projections. Show less

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  3 Global Services Private Limited (A Hutchison Whampoa Co.)

  Oct 2008 - Jul 2012

  Team Leader

  Effectively and efficiently manage a team of 15-18 players to meet site goals. Roles included coaching, product training, motivate team to achieve targets consistently, manage adherence to schedules/rosters, escalations management, daily/weekly monitors of calls for Quality Assurance, productivity targets like AHT, ASA, Wrap time & Hold time. Achievements: Managed OJT for 1.5 years efficiently and set a bench mark of 80% resolution which was at par with the production teams, when the OJT project ended. The OJT team consisted of upto 120 resources & 16 SMEs working in my team which had 8 phases with a duration of 2 months for each resource. About Company: The organization is leader in providing mobile and broad band Network. Currently outsourced to Tech Mahindra. Show less

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  Allscripts India

  Jul 2012 - Apr 2018

  Manager IT Service Delivery

  Manager IT Service Delivery at Allscripts India LLP. responsible for transition & operations of technical ServiceDesk support to hospitals and group of clinics across US. The support includes L1 & L2 support to in-house applications, third party applications, desktop trouble shooting, server hosting support and DB support. Expertise in managing large multi skilled teams to provide L1 & L2 technical support through calls, emails and ITSM tools(tickets). Hands on experience in transition of new clients/projects, hiring, operations setup, appraisal management, enhancing team performance and successfully leading a technical Service Desk team since 2012. Current KPI / KRA / Goals consists of center's of AHT, Hold time, ASA, Quality, Customer Satisfaction survey scores, FCR, Ageing tickets, Escalation(error) management & Absenteeism. Also managing the work force management for the team which includes - Roster/schedule management (WFM) for 24X7 support, sending reports to clients. Daily operations includes working with multi functional teams in the offshore side and with similar centers across US. To ensure the BCP for contingencies for infra, phones and other contingencies are in place. Recent Achievements 2018: Transitioned a fully functional L1 & L2 technical ServiceDesk including application, hosting and Data base support with multiple clients and dynamic skills; from Canada to India. Which included the onsite visit to Canada. I also believe in fun at work, so leading a fun committee organizing frequent fun events for the last 1.5 years. Joined the company as an Expert Service Desk Analyst(TL) in 2012, groomed to become an Associate IT Service Delivery Manager in 2015 and later with continuous good performance on the center KPIs/goals got promoted to Manager IT Service Delivery Manager(i.e. Center Manager) in 2017. Show less

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  Altera Digital Health

  Apr 2019 - now

  Sr Manager Managed Services