Sandeep Datir

Experience

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  Vodafone

  Sept 2012 - Sept 2012

  Area Sales Supervisor
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  Teleperformance

  Dec 2014 - Apr 2017

  Customer Service Team Lead
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  Tech Mahindra Business Services

  Apr 2017 - Oct 2020

  As an Associate Manager, I oversee a team of over 100 employees, managing end-to-end operations that encompass various critical functions. This includes overseeing shrinkage, conducting daily morning briefings, and analyzing previous day's work to provide constructive feedback on key aspects. My role involves fostering a positive work environment to enhance employee morale, ultimately optimizing performance and nurturing future leaders within the organization.Furthermore, I actively participate in the hiring process, liaising with vendors to source suitable candidates and ensuring smooth onboarding and training procedures. I oversee a team consisting of six supervisors, one quality analyst, and one recruiter to effectively manage operations. This encompasses conducting monthly reviews of attendance, production, attrition, and quality maintenance, all while driving exceptional customer service standards.My responsibilities entail comprehensive oversight of the team's performance and productivity, ensuring alignment with organizational objectives and values. Through strategic leadership and effective communication, I strive to uphold operational excellence and cultivate a culture of continuous improvement and professional development. Show less

  • Associate Manager

    Jan 2020 - Oct 2020

  • Team Lead

    Apr 2017 - Jan 2020
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  Reliance Industries Limited

  Oct 2020 - Apr 2024

  Team Manager

  During the COVID-19 pandemic, I seized an opportunity to directly engage with Reliance Payroll, specifically focusing on client payroll management. As a Team Manager, I led a team of over 130 employees through a significant transition from TechM to Reliance, facilitating the seamless transfer of more than 2000 employees from TechM payroll to Reliance SMSL payroll, particularly those stationed at the Ahmedabad TechM site.My pivotal role in this transition process encompassed orchestrating the entire relocation of employees, ensuring a smooth transition to Reliance's payroll system. This involved managing a multitude of tasks akin to establishing and managing a call center from its inception. Notably, my team handled High Net Worth Individual (HNI) clients within the telecom sector, effectively managing 60% of PAN India call volume related to postpaid and corporate services.Throughout this endeavor, my focus shifted towards prioritizing customer satisfaction while concurrently managing key performance indicators (KPIs) such as shrinkage, attrition, Customer Average Talk Time (CAT), occupancy, and utilization. Navigating this hybrid model initially posed challenges, but over time, with the right talent acquisition and retention strategies, we successfully aligned our team with business objectives.My experience in this role spanned across various domains, including operations management, HR business partnering, dispute resolution, and managing client pressures. Striking a balance between these areas while maintaining optimal work-life balance was paramount to our success.In summary, my tenure in this role honed my expertise in operations management, HR business partnership, dispute resolution, client management, and maintaining work-life balance, all of which have significantly contributed to my professional growth and skill set. Show less

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  Confidential

  Oct 2023 - now

  Customer Success Manager

  In my current capacity as a Customer Success Manager, I oversee a diverse team responsible for customer care, webinar management, and video editing. Our collective focus is on ensuring the seamless execution of webinars and maintaining up-to-date content delivery. Central to my role is the meticulous management of the end-to-end customer journey on our platform, with a primary emphasis on delivering exceptional service and support.Operating primarily within the US Eastern Standard Time (EST) zone, I am deeply immersed in managing operations, particularly during our busiest season, which spans from October to mid-January. During this period, my responsibilities intensify as I navigate the heightened demands of our clientele.Our core service revolves around providing Continuing Education opportunities to working professionals, facilitating the acquisition of credits necessary for license renewals. This process is intricate and carries immense potential for organizational growth and development.Overall, my role as a Customer Success Manager is pivotal in ensuring the satisfaction and success of our customers while concurrently driving forward the strategic objectives of the organization. Show less