Ronil Patni
Warsaw
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering over 1+ years of extensive leadership experience in the Customer service industry. Committed individual well-versed in providing thorough training, setting team goals, and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Working for over 3.5 years in the customer service industry for Abbott as the company's potential client. Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
3
3
years of professional experience
4
4
Certification
Work History
Team Manager
SITEL
01.2022 - Current
- Handling a team of up to 20 associates. Monitoring incoming calls and providing feedback to associates to improve the quality of service.
- Drove the performance of staff by creating incentives and a positive work atmosphere and administering recognition and rewards programs.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Resolved customer service issues by finding immediate solutions, increasing customers confidence and decreasing escalations to the executive office.
- Facilitating monthly meetings to communicate team performance goals and results. Having one on one meetings with associates to discuss their progress and performances.
- Implementing new processes to streamline workflow within the team, averaging working hours of additional productivity per day.
- Running a hiring process in a project in order to have an optimal and decent quality of new hires.
- Dealing with associates schedule change requests, ADP portal, holidays requests, and other unexpected requests.
Product Specialist
SITEL
06.2021 - 10.2021
- Researched product's technical specifications and accurately communicated information.
- Continually expanded knowledge of product line.
- Resolving client's escalations by performing a phone call to the customers and completing the troubleshooting process.
- Handling Smart Team Communication [STC] tool to provide solutions to call associates queries and doubts.
- Arranging a meetings with client in order to discuss the product updates and future improvements.
- Having a positive attitude throughout the day and motivate associate to do good work.
- Evaluate the product to find its defaults and errors.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Helped streamline repair processes and update procedures for support action consistency.
Customer Service Representative
SITEL
04.2019 - 05.2021
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answer customers telephone calls promptly to avoid on-hold wait times.
- Answer constant flow of customers calls with minimal wait time in order to keep the KPIs in target.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Using soft skills and call agenda in order to help customers with their issue with product and providing them with replacements.
- Performing troubleshooting in system and keeping all the calls documented.
- Handling emails related to their product queries, order purchase issues, payment issues, refund or replacement requests and product complaints.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Making sure to meet the GDPR and company protocols while processing the work.
Education
Bachelor of Science - Business Management
Vistula University
Warsaw, Poland05.2024
Skills
- Lean Six Sigma White & Yellow belt
- Sales Force [Unity, OneStep]
- CMS Supervisor
- Work Force Management [IEX]
- Power BI [Basic]
- MS Office [Excel, Power Point, Word]
- Project Management
- Scheduling and Coordinating
- KPI Monitoring
- Time and task Management
- Situational Awareness
Certification
- CM - Certified Manager Certification
- Certified for Lean Six Sigma Yellow Belt
- Certified for Lean Six Sigma white Belt
- Certified CATIA V5R20
Languages
Hindi
Native language
English
Advanced
C1
Polish
Elementary
A2
Timeline
Team Manager
SITEL
01.2022 - Current
Product Specialist
SITEL
06.2021 - 10.2021
Customer Service Representative
SITEL
04.2019 - 05.2021
Bachelor of Science - Business Management
Vistula University
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