Onkar Khillare
Customer Service Supervisor
Dubai,Dubai
Summary
To obtain a challenging position that will allow me to expand upon my education and continue to accumulate knowledge. New skills and broader strategic vision and prefer sincerity atwork to opportunism. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Senior Process Trainer
EUREKA OUTSOURCING SOLUTION
Mumbai , India
04.2021 - 03.2023
- Handled 5 Projects (Upstox,Toothsi, Skinnsi, Kotak Securities )
- Trained CS NHT, Manuals & errors LOB batches
- Prepared WBR & MBR decks for Training Team
- Maintained a Master File for NHT/OJT trainees
- Conducting Internal PKT in the CS team
- Auditing calls and Providing feedback
- Conducting Dip checks & refreshers (BQ and repeat Defaulter)
- Coaching the advisors on Soft skills
- Conducting TNI and BQM refresher
- Conducting interviews
- Initiatives - Project Green & Project Paramount (FAP)
- Evaluated training impact through surveys and performance assessments.
- Monitored employee progress, offering feedback to management on additional training requirements.
- Analyzed training needs to determine learning styles and skills shortages.
- Recorded data, completed relevant paperwork, and reviewed targets.
- Identified skills and knowledge gaps, tailoring workshops appropriately.
- Developed soft skills by providing training in time management, problem-solving, and effective communication.
Customer Service Supervisor
HEXAWARE BPS
Mumbai , India
08.2017 - 01.2021
- Fin-Tech Company (PhonePe Process ) - Blended Customer Service
- Trained on Financial Instruments, Bank Policy, PWA, and Merchant policy
- Step by Step instructional troubleshooting over the phone
- Escalating payment QRC to the relevant developers' team
- Handling Social media escalations and red-flag cases
- Promoted from Sr Customer Service executive to assistant TL
- Auditing calls and providing feedback
- Conducting team meetings for daily or weekly updates
- Discussing individual and team scores and action plan
- Project Initiative: Mistake Proofing ( Eradicating documentation errors)
- Handled 4 CS NHT batches
- Conducting Dip check's & refresher (BQ & Repeat Defaulter)
- Built focused new client networks, growing business opportunities and increasing revenue possibilities.
- Increased revenue growth from existing customers through targeted account management and development.
- Delivered professional sales presentations, creatively communicating product quality and market comparisons to prospective clients.
- Generated new leads and opportunities to maximize revenue.
Customer Service Executive
INTELENET GLOBAL SERVICE
Mumbai , India
11.2014 - 04.2017
- Answer incoming calls and respond to customer's emails
- Identify issues and troubleshoot, escalate issues to supervisors
- Provide product and service information to customers
- Document all call information according to standard operating procedures
- Upsell products and services
- Handling escalation calls and billing dispute
- Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
- Resolved complaints with proactive problem-solving and analysis.
Education
Bachelor of Science - Computer
ISBM University
India , India 07.2020
Skills
- MS Office
- Advance Excel
- People management
- Excellent Communications Skills
- Customer-focused
- Leadership
- Team building
- Problem-solving
Languages
Hindi, Marathi
Native language
English
Fluent
Hindi
Fluent
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Senior Process Trainer
EUREKA OUTSOURCING SOLUTION
04.2021 - 03.2023
Customer Service Supervisor
HEXAWARE BPS
08.2017 - 01.2021
Customer Service Executive
INTELENET GLOBAL SERVICE
11.2014 - 04.2017
Bachelor of Science - Computer
ISBM University
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