Amlesh Rane
Service Delivery Ops Senior Analyst
Mumbai
Summary
Experienced in Change Management, Operations and Compliance, I bring a strategic approach to driving organizational transformations and ensuring smooth daily functions. Demonstrated expertise in minimizing risk and promoting a culture of integrity by adhering to industry regulations and standards. Skilled in Excel for efficient data analysis, reporting and visualization to support informed decision-making and operational efficiency. Proven track record in Customer Service, focusing on Customer Management, Escalations and Care initiatives to promptly resolve issues and maintain high satisfaction levels. Proficient in Issue Resolution and managing Customer Complaints for swift and effective handling of escalated issues, leading to sustained Customer Satisfaction.
Overview
21
21
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Service Delivery Ops Senior Analyst
Accenture
2024.09 - Current
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Mentored agents, fostering professional development while enhancing overall team performance.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
- Analyzed data to identify root causes of problems and recommend corrective actions.
Team Leader
Trio Jewels Pvt Ltd
2018.08 - 2024.02
- Lead a team managing Customer Service and the Order entries for all the US office customers
- Reports related to Sales, Customer Services, Orders and Inventory
- Stock Analysis of the NY office vault, plus the stock analysis of the various customers on their portals Customer Service functions
Senior Specialist I
J P Morgan Services India Pvt Ltd
2016.03 - 2018.07
- Investigating and responding to mails sent by customers querying their credit cards
- Handling queries for consumer and business card customers
- Explaining benefits, features & advantages of different customer credit cards
- Adherence to regulatory compliance requirements as per the governing law
Risk Management Specialist
J P Morgan Services India Pvt Ltd
2011.09 - 2016.03
- Responsible to investigate suspicious spends on credit cards & to prevent fraud
- Conduct primary investigation on fraud claims
- Perform additional checks on suspicious customers by using profile details and spend patterns
- Ensuring investigation on fraudulent transactions
- Ensuring VCM (Value Creation Matrix) was achieved
- Identify process improvement requirements and make sure the improvements are implemented post testing
Lead Advisor
Hutchison 3 Global Services (now Tech Mahindra)
2004.10 - 2010.09
- Credit check on customers using Experian as a credit bureau for new phone connection
- Worked on the FBNP rate (First Bill Not Paid) project, to bring it down from 8.5% to 6.1%
- Worked as an appeals officer who re-looked into application decisions disputed by customers
- Mentored new advisors on the floor, ensured they were trained well on process to achieve the process learning curve
Outsourced Staff
Andromeda Agency
2004.04 - 2004.10
- Handling disconnection process for collections
- Collating data and compiling reports for Glasgow disconnection process
Education
B.Com - Commerce
Yashwantrao Chavan Maharashtra Open University (YCMOU)
Nashik, India 2020.06 - 2023.06
Skills
- Client Management
- Critical Thinking
- Problem Solving
- Decision Making
- Time Management
- Ability to Multitask
- Communication Skills
- Adaptability
- Ability to Work in a Team
- Fast Learner
- Customer Service
- Interpersonal Communication
- Microsoft Excel
Timeline
Service Delivery Ops Senior Analyst
Accenture
2024.09 - Current
B.Com - Commerce
Yashwantrao Chavan Maharashtra Open University (YCMOU)
2020.06 - 2023.06
Team Leader
Trio Jewels Pvt Ltd
2018.08 - 2024.02
Senior Specialist I
J P Morgan Services India Pvt Ltd
2016.03 - 2018.07
Risk Management Specialist
J P Morgan Services India Pvt Ltd
2011.09 - 2016.03
Lead Advisor
Hutchison 3 Global Services (now Tech Mahindra)
2004.10 - 2010.09
Outsourced Staff
Andromeda Agency
2004.04 - 2004.10