Kanchan Kulkarni

Experience

• 

  Concentrix

  Sept 2016 - Dec 2023

  Led a team of 25 Full-Time Equivalents (FTEs) across multiple global sites to achieve top-tier performance by fostering a culture of effective coaching and education.•Recognized as Q1 winner for consistent high performance, driving operational excellence through leadership and talent development for both direct and indirect team members.•Implemented and monitored standardized peer coaching methodologies to enhance team performance and productivity.•Collaborated closely with Quality and Implementations teams to ensure successful and timely launch of new client operations capabilities.•Managed team compliance with policies and guidelines, ensuring adherence to operational standards and procedures.•Effectively measured, analyzed, and controlled process-related Key Performance Indicators (KPIs), with a strong focus on driving Customer Satisfaction (CSAT), Quality, and Productivity.•Spearheaded innovation initiatives to refine and improve performance standards and processes.•Proactively addressed customer feedback and worked on recovery efforts to improve overall customer satisfaction.•Managed various metrics including CSAT, Survey Return Ratios, Closed Vs Created cases, Help resolved, and Completion on Knowledge Management (KM), ensuring continuous improvement.•Conducted Daily Audits, Attendance tracking, leave planning, and back-to-basics audits to maintain operational efficiency.•Facilitated pre-shift and post-shift huddles with the team to align goals and priorities.•Conducted regular one-on-one sessions with engineers to provide feedback, coaching, and support.•Acted as the primary point of contact for clients, ensuring seamless communication and addressing their concerns to maintain strong client relationships and drive business performance. Show less

  • Deputy Manager

    Feb 2022 - Dec 2023

  • Assistant Manager

    Sept 2016 - Feb 2022
• 

  LTIMindtree

  Dec 2023 - Oct 2024

  Senior Manager

  •Lead a team of 60 technical support specialists in providing timely and effective assistance to customers utilizing Microsoft products and services.•Develop and implement strategic initiatives to enhance service quality, efficiency, and customer satisfaction, resulting improvement in overall performance metrics.•Oversee day-to-day operations, including ticket management, escalations, resource allocation, and performance monitoring, ensuring adherence to SLAs and KPIs.•Foster a culture of continuous learning and development, conducting regular training sessions and performance evaluations to enhance team capabilities and knowledge.•Collaborate with cross-functional teams, including product development, engineering, and sales, to address customer feedback, resolve technical issues, and drive product improvements.•Implement and optimize support tools and technologies, such as CRM systems and knowledge bases, to streamline workflows and improve resolution times.•Act as a primary point of contact for major customer escalations, providing hands-on assistance and resolving complex technical issues to ensure customer satisfaction and retention. Show less

• 

  REI Systems

  Oct 2024 - now

  Senior Manager – Customer Success & Delivery

  Project CoordinationCommunication FacilitationRisk ManagementResource AllocationProgress TrackingClient InteractionDeveloping Customer RelationshipsProactive Problem-SolvingStrategy Implementation