KRUNAL PATIL

[email protected] • 9981995890 • Bhopal, Madhya Pradesh, India
LinkedIn: linkedin.com/in/krunal-patil-71136472

PROFESSIONAL SUMMARY

Results-driven Operational Excellence Expert with over 3 years of experience leading strategic initiatives in Business Process Outsourcing to enhance efficiency, quality, and customer satisfaction. Proven track record of implementing Lean Six Sigma methodologies that reduced operational costs by 15% and improved team productivity by 20%. Skilled in data analytics, change management, and coaching cross-functional teams to foster continuous improvement and achieve enterprise-wide transformation. Adept at leveraging performance metrics to drive sustainable business outcomes and deliver measurable value for US client operations.

WORK EXPERIENCE

Team Leader Operations (US Client Chat)
04/2022 - Present
Hexaware Technologies
• Responsible for shrinkage, attrition, task management, performance and transactions evaluation of Quality assurance/Content Moderation Productivity/Occupancy/AHT on the basis of KPI targets
• Listen to associates’ suggestions and feedback, gather accurate and valid information and quickly resolve any issues or conflicts
• Participate in SOP and policy calibrations with internal and Client Quality Team
• Perform random quality audits, identify errors and perform real-time corrective actions
• Responsible for ensuring that all services are delivered within the framework of Client's core values and in line with existing policies and procedures
Team Leader Operations (E-Commerce Voice)
12/2021 - 04/2022
Startek
• Assisted and coached team of advisors for an E-commerce company to handle the queries of sellers and buyers, adhering SOPs/guidelines and quality parameters
• Managed KPIs AHT, CQ, CSAT, Login Hours, shrinkage and attrition
Team Leader Operations (USA/Asia Pacific/Canada/Brazil - Voice, Chat & Email)
12/2018 - 04/2021
Teleperformance
• Worked as a Team Leader to ensure KPIs (FCR, AHT, DSAT & Quality), Attrition and shrinkage, Monitoring and coaching feedback
Client Technical Support Executive
09/2016 - 11/2018
Teleperformance
• Worked as technical support executive to deliver tech support for the electronic devices for software and OS related queries, to ensure CSAT, CQ and FCR KPIs

EDUCATION

Bachelors of engineering, Electronics and Telecommunications
01/2011 - 01/2015
Sagar Group of Institutions - SISTec
Higher Senior Secondary Education, PCM and Computer Science
01/2004 - 01/2011
Jawahar Navodaya Vidyalaya (JNV)

SKILLS

CERTIFICATIONS

Lean Six Sigma Yellow Belt Certification
04/2023
Hexaware Technologies