Kaustubh Marathe

Experience

1. Customer Service Team Leader - India

   Daniel Wellington

   Jul 2019 — Present · Mumbai, IN

   Leading the team from the front & ensuring the customer satisfaction and best customer experience To develop customer satisfaction goals and aligning the team to meet them and moving in one direction Accountable for high CSAT, Customer focused approach and thinking. Taking lead on projects front and work with the global teams to accomplish them. Take ownership of the CS team and coach them with new ideas and ways to Improve customer satisfaction. Set a clear vision for the team and deploy the strategies in accordance with to move towards the vision KPI management and setting up the performance metrics for the team Conducting the training sessions on process improvement Construct appreciation programs, team building activities. Ensuring the quality work is being done by maintaining the company standards Educate the team about the industry trends, market strategies. Work on CS dashboard to keep a track of the data Keeping a close follow up on critical Issues and assisting the team to get them resolved Assigning the right responsibilities to the team members and setting up their KRA’s. In sync with the management for CS plans, expectations and executing them with the team. Weekly reviews of the team to assess their performance and to guide them for further improvisation. Mentoring the team to achieve their desired roles and ensure to deliver best customer experience. Looking after P&L for CS India

Education

• Ramnarain Ruia College

  Master of Science (MSc)