Sagar Kandhare

Subject Matter Expert (SME) - Tech Mahindra - Pune

(2023-12)

Improved incident resolution turnaround by 40%, directly boosting SLA adherence and client satisfaction scores
Reduced cross-team escalations by 75% by streamlining communication protocols between technical and compliance stakeholders
Led a team of technical support professionals, delivering coaching, performance reviews, and daily syncups to maintain consistently high service quality
Managed end-to-end incident, problem, and change lifecycle; conducted RCAs and implemented permanent corrective actions that significantly reduced repeat incidents
Used SQL queries to extract and analyze incident and ticket data for reporting and RCA support
Performed impact analysis, risk assessment, and rollback planning for change requests, ensuring zero unplanned business disruption
Conducted fit/gap analysis on workflow automation tools, identifying process improvement opportunities that enhanced agreement tracking transparency
Maintained compliance-aligned reporting dashboards shared with internal and external stakeholders on ticket status, defects, and SLA metrics
Served as the primary liaison between clients, internal product teams, and compliance stakeholders, ensuring resolution aligned with SLAs and regulatory standards

Technical Process Specialist - Infosys BPM - Pune

(2022-02 - 2023-11)

Managed team KPIs and KRAs across a technical support function, coaching agents to consistently meet or exceed SLA targets
Owned escalation management under the problem management framework; conducted RCAs for major incidents and implemented preventive actions to reduce recurrence
Supported reporting and performance analysis by querying backend data using basic SQL
Built and maintained a structured knowledge base, reducing average handling time for new hires through effective documentation and knowledge transfer
Supported change management activities including post-implementation reviews (PIR) and governance compliance validation
Prepared and presented weekly and monthly performance reports to clients, driving transparency and trust in service delivery

Subject Matter Expert (SME) - Connect Business Solutions Pvt. Ltd. - Pune

(2020-02 - 2022-01)

Served as L2 SME leading a 9-agent team, coordinating with L3 SPOCs for complex issue resolution and policy implementation
Promoted from Seller Support Executive to SME within 1.5 years based on consistent high performance and process expertise
Facilitated management approvals for policy changes and communicated project goals and deliverables to stakeholders
Recognized by management and clients for consistent high performance and problem-solving contributions

Customer Care Executive - Karvy Digikonnect - Pune

(2019-08 - 2020-02)

Delivered hospitality process support for OYO; recognized as a top performer for 4 consecutive months

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