Experience

Inspiroz

• United States
• Information Technology & Services
• 1 - 100 Employee

• Sr Operation Manager and Sales Head

  • Jul 2014 - Present

  India Advance Computer services facilities a team for one of their biggest Merchandising & Supply Chain Management client in the USA. We started building this process from scratch since 1st July 2014, and now handle various departments for the client. I overlook all the departments as a Operations Manager, and work with my team of 20 members to make sure we deliver as per the client expectations. Key responsibilities handled at ACS are mentioned below. • Creating design standard document, over… Show more Advance Computer services facilities a team for one of their biggest Merchandising & Supply Chain Management client in the USA. We started building this process from scratch since 1st July 2014, and now handle various departments for the client. I overlook all the departments as a Operations Manager, and work with my team of 20 members to make sure we deliver as per the client expectations. Key responsibilities handled at ACS are mentioned below. • Creating design standard document, over VISIO. Preparing process flow documents for future reference. • Preparing mails to clarify issues, doubts and suggestion about designing and clarifying them with the stakeholders. • Got appreciations for the projects completed in the given deadlines • Provide leadership and training to accomplish the goals set for the month • Utilize and communicate performance data to enhance productivity of the available resources and provide timely feedback. • Overlook team’s performance • Mentoring, training and coaching staff for grooming and development. • Analyze data and use effectively for performance and foresee any obstructions. • Maintain high levels of “Customer Experience” in view of client requirements and maintain high levels of “Client Service Experience” • Ensure all client work standards are met as desired by the client • Responsible for all other duties as assigned or needed. • Establish a framework for measuring customer experience and client experience Show less



ACS International Resources, Inc.

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Process Lead

  • Jul 2014 - Jul 2015

  Mumbai Area, India Advanced Computer Services LTD. (ACS Limited). Advance Computer services facilities a team for one of their biggest Merchandising & Supply Chain Management client in the USA. We started building this process from scratch since 1st July 2014, and now handle 3 departments for the client. I overlook all the departments as a Process Lead, and work with my team of 12 members to make sure we deliver as per the client expectations. Key responsibilities handled at ACS are mentioned… Show more Advanced Computer Services LTD. (ACS Limited). Advance Computer services facilities a team for one of their biggest Merchandising & Supply Chain Management client in the USA. We started building this process from scratch since 1st July 2014, and now handle 3 departments for the client. I overlook all the departments as a Process Lead, and work with my team of 12 members to make sure we deliver as per the client expectations. Key responsibilities handled at ACS are mentioned below. • Understand the current set up, project and its complexities, reach, etc. • Target v/s achievement month on month review and analysis and steps to achievement. • Handle customer & client escalation queries, concerns, suggestions, feedback, etc. and manage their expectations. • Ensure the team updates all necessary systems, trackers, SAP modules and customer history details for seamless management at all times. • Coach and Train the team to offer the best possible customer delight at all times by way of exhibiting best qualities like listening, acknowledgement, empathy, helpfulness and most importantly customer centricity. • Carry ownership for every customer and client query and close loops with multiple departments, functions, areas until it is resolved. • Ensure the team maintains highest level of sincerity, integrity and honesty while dealing with customer. • While making outbound calls, ensure complete sanctity in information sharing and should be aware of what is 'need to share'​ v/s 'good to share. • In cases of customer & client complaints, there should be result oriented to offer maximum satisfaction and timeliness. • While handling back end paper work, ensure the team needs to have an eye for detail to ensure complete accuracy and quality of letters, emails, any other correspondence sent to customers • Understanding the client requirement, creating the Navigation shell for the courses, and the Project standard to follow for consistency. Show less



Lumina Datamatics

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Group Lead

  • Feb 2013 - Jun 2014

  Andheri Worked at Datamatics Limited as Group Lead from Feb 2013 to June 2014 Work for the Content Team of ONLINE BASED SHOPPING WEBSITE, Datamatics facilitates a team of Content Writers who write the content for website of B&H photo video Single Person who communicates between Team of Content Writers and Manufacturers / Clients of B&H photo Video Maintain Data of communication Speak to various MFRs / Clients in case product info not found from their website or… Show more Worked at Datamatics Limited as Group Lead from Feb 2013 to June 2014 Work for the Content Team of ONLINE BASED SHOPPING WEBSITE, Datamatics facilitates a team of Content Writers who write the content for website of B&H photo video Single Person who communicates between Team of Content Writers and Manufacturers / Clients of B&H photo Video Maintain Data of communication Speak to various MFRs / Clients in case product info not found from their website or need a clarification for discrepancy in info found from website Provide it to concerned Content Writer who would then update the same on B&H photo Video website Maintain Contact with MFR and built Rapport Keep track of list of SKUs on daily basis Communicating with Clients & Vendors and solving queries regarding the Projects Show less



Firstsource

• India
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Sr. Executive

  • Mar 2011 - Jan 2013

  Malad Worked as collection officer for JP Morgan Chase bank tertiary department. Mar 2011 to Jan 2013 (1 year(s) - 10 month(s)) Responsibility with Firstsource for JP Morgan Chase for collection process since March 2011 * Validating customer details in the Internal System-Legal Name, Address and Account number * Checking payment details done by the customer. * Check if customer has paid an installment which is overdue, then calculate the balance amount and send appropriate letter… Show more Worked as collection officer for JP Morgan Chase bank tertiary department. Mar 2011 to Jan 2013 (1 year(s) - 10 month(s)) Responsibility with Firstsource for JP Morgan Chase for collection process since March 2011 * Validating customer details in the Internal System-Legal Name, Address and Account number * Checking payment details done by the customer. * Check if customer has paid an installment which is overdue, then calculate the balance amount and send appropriate letter to the client. * If any policy is live send appropriate letter and do a pad entry. * Changing the account details of the client. * Changing the case type. * Sending customer appropriate letter. * Doing pad entry and make entry in the daily sheet. * Amend the account details of the client. * Cancellation of the direct debit services. Achievement ** Have received BEST Collector awards and achieved targets on regular basis. Show less