OSCAR VAZ
Senior Associate
Pune
Summary
Competent professional with an overall experience of 15+ years spread across Operations Management, Process Implementation, Customer Relationship and Complaints Management. Excellent People Management and Mentoring skills with the ability to train and motivate cross cultural teams in optimizing their abilities.
Overview
23
23
years of professional experience
4
4
Languages
Work History
Senior Associates
Tata Consultancy Services (TCS)
06.2015 - Current
- First point of contact for any assistance in the process.
- Handling the process to see it moves smoothly in the absence of the managers.
- Receiving inbound calls and making outbound calls to the user’s
- Working on E-mails pertaining with retailers & Dealers.
- Working on BMC Remedy ticketing tool.
- Working on Emails understanding and need to assign it to the right team.
- Need to follow up every incident created by us.
- Managing inbound call volumes & Daily Revenue Target
- Maintaining 100% outbound Call penetration
- Manage Daily & Monthly shrinkage.
- Prepare and share Daily Agent Performance Dashboard
- Presently working with Jaguar Land Rover possess
Service Desk Sr. Technical Support Associate
Mphasis ITO
02.2011 - 06.2015
- Responsible for answering incoming calls, emails, or chat messages from customers who need IT-related assistance.
- Log, categorize, and prioritize customer incidents and service requests in a ticketing system.
- Troubleshooting and resolving customer issues using remote access tools, knowledge bases, or escalation procedures is also part of their job.
- Provide clear and accurate information and instructions to customers on how to use or fix IT systems and services.
- Following up with customers to ensure their satisfaction and closure of tickets is also expected.
- Update and maintain documentation and records of customer interactions and solutions.
Senior Executive – UK Life and Pensions Services
Capita India Pvt Ltd (AXA Business Services)
06.2004 - 04.2010
- Administered process migration oversight, people management, and process excellence.
- Conducted process management through effective planning & execution activities.
- Leveraged workflow management with effective communication.
- Managed transition of 12.5 FTE work, set up a successful ramp, and achieved live production to ensure team and stakeholder goals.
- Migrated 8 Grade3 processes for UK pension options dealing in Retirement and Transfer Quotes for
- Process optimizations for various process solutions.
Customer Care Executive
Page Point Pvt Ltd
01.2003 - 04.2004
- Supported all Customer care via action and process management of inbound inquiries. Maintained a data-action relationship for issues, queries
- Engaged and followed action-closure methods that advanced service feedback and continuous improvement to the business.
- Provided comprehensive support for Pagepoint’s prepaid, postpaid, and dealer helpdesk, addressing diverse Customer issues.
- Increased Customer service awareness through seamless on-the-call training activities that increased team members knowledge of Customer needs.
- Resolved Customer billing issues, queries, and concerns and networked issues while tracking feedback loops that improved process and data.
- Support handling customer escalation calls in addition to proving customer service
Education
B.Com - Marketing & Advertisement
Pune University
01.2002
Skills
Team leadership
Performance monitoring
Team supervision
Data analytics
Training and mentoring
Project management
Project coordination
Timeline
Senior Associates
Tata Consultancy Services (TCS)
06.2015 - Current
Service Desk Sr. Technical Support Associate
Mphasis ITO
02.2011 - 06.2015
Senior Executive – UK Life and Pensions Services
Capita India Pvt Ltd (AXA Business Services)
06.2004 - 04.2010
Customer Care Executive
Page Point Pvt Ltd
01.2003 - 04.2004
B.Com - Marketing & Advertisement
Pune University
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