Pranay Palkar

Subject Matter Expert @Tata Consultancy Services

Thane, IN

Lead and supervise a team of support associates, ensuring high-quality service delivery andadherence to SLAs. Communicate with B2B clients to analyze and resolve broadband service-related issues. Manage client accounts, ensuring exceptional client satisfaction levels. Oversee the use of SAP and Salesforce for client management, issue tracking, and reporting. Coordinate with clients via Microsoft Teams and email to provide updates and solutions. Ensure continuous client engagement throughout projects for alignment and efficiency. Manage deployment of onsite technicians for prompt problem resolution. Provide guidance and training to offshore L1 agents, fostering skill development and performanceimprovement. Monitor and control absenteeism, attrition, and shrinkage to maintain team productivity andoperational efficiency. Effectively prioritize tasks across multiple clients while maintaining attention to detail.