Durgesh Malandkar

Experience

• 

  Convergys

  Nov 2006 - Jul 2008

  Sr. Technical Associate

  Mumbai as a Senior Technical Support OfficeWas in charge of resolving technical queries of AT&T Customer related to their DSL Connection.Was further moved on to the Home Networking queue for troubleshooting complex issues of customer with their laptops, desktop, etc.Handled wireless, printers, routers, and hubs connection and configurations issues. Also dealt with File and Print Sharing and MAC OS related issues.Promoted as a Sr. TSO in May 2008Was in charge of handling transition batch and floor support along with taking calls.Part of the call back and escalation team. Show less

• 

  BA Continuum Solutions Private Limited

  Jul 2008 - Mar 2009

  Technical Support Advisor

  Was in charge of taking internal calls from BOA (Bank of America) Employees for their issues, such as VPN connection, Printer issues, Computer problems (No boot, Password lock, etc.)Worked as a first level IT technician in the IT sector of the bank.Troubleshooting for Hardware (Printers) and Software related queries. Setting up user's account on server Directory, Doing Regular follow up on Assigned tickets. Installation of Software and Drivers, Signing up for a new account on Web. Worked on supporting software's and applications like: Web base application, Lotus Notes, MS Outlook and MS Office Communicator. Show less

• 

  Sutherland Global Services

  Aug 2009 - Jul 2011

  Process Trainer

  Conducted training for AT&T in different LOB.Involved in preprocess analysis and requirement gathering.Planning batch review and conducting preprocess tech training.Attending Client calls for Process updates.Also conducted Post process survey and feedback analysis.Addressing customer queries and escalations.Worked on CSAT (Customer Satisfaction) improvement for the Service Desk.Significant ContributionCertified as a Master Trainer by the AT&T Clients.Successfully conducted training of over 50 batches of new hire and further Process Training of AT&T for 13 States and 9 States (LOB's)Crossed trained for Chat Process as well.Played a vital Role for the setting up of the Sutherland (Airoli Location) in terms of Training and Development.Maintained Attrition below 10% during training.Worked as an acting Team Leader for Mumbai Training Team (Malad and Airoli). Show less

• 

  Freelance Traiiner

  Aug 2011 - Apr 2012

  Freelance Trainer

  Did freelancing as a Technical and product trainer.Areas of training – Office 2003 till 2010, Installation and Setup for XP, Vista and 7.

• 

  Concentrix

  Apr 2012 - Mar 2023

  Asst. Manager Operations

  Assistance Manager OperationsSept 2017 till dateConcentrix India Services Pvt Ltd | Thane, India • Leadership: Experienced leading teams of 60+ employees and managing different processes. Managing the daily running of call center, meeting with the supervisors, team leaders and agents to gather information and resolve the queries.• Maintain Process Efficiency Targets - Acquire efficiency targets (ASA, CAPE, Adherence, Shrinkage) for the month and create plan based on headcount and shrinkage to meet the targets.• Product/Process improvement – Constantly feed-back the client with process improvement steps based on call drivers and customer feedback. Liaise with other departments to streamline processes and deliver quick and efficient solutions.• Future planning – Check the headcount needed based on clients’ projection for coming months, plan hiring, training, OJT with relevant stakeholders. Identify SMEs, plot shrinkage and send future exceptions and roster mitigations to manage the staffing requirement based on skills and headcount. Factor future attritions while planning for future batches and headcount numbers.• Manage Daily Tasks – Manage daily tasks of scheduled meeting and client calls, publish updates and minutes of the same. Attend coaching sessions with Team Leaders’, Communication Coaches’ and Quality Analysts’. Review Teal leader performance on a weekly and monthly basis. Create action plan for Team leaders to help them meet individual targets.• Manage Customer Escalations - Handle customer complaints real time and provide resolution. Liaise with other departments when required to find an appropriate resolution for the customer. Show less

• 

  ReachLocal India

  Mar 2023 - now

  Assistant Manager | Marketing Operations