Anand Shinde
Manager - Service Operations
Pune,Maharashtra
Summary
Customer Service Manager with a proven track record of enhancing team performance on customer service metrics and meeting SLA's. Capable of motivating teams and developing underperforming individuals into potential managers. Proactive, dynamic, and skilled troubleshooter with a strong emphasis on developing and implementing process improvements to support company growth and technical innovation. Excellent interpersonal and communications skills, a strong work ethic, and the ability to operate under pressure while maintaining high levels of service are all required.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
8
8
Certifications
1
1
Language
Work History
Manager - Service Operations
Bajaj Housing Finance Ltd.
Pune
10.2022 - Current
- Managing Regulatory and SMT queue including NHB, NCH, CPGRAM, RBI and senior management escalations
- Weekly/Monthly Regulatory dashboard presentation to Senior Management
- Managing high ageing cases for L1/L2 queue's
- Working on salesforce CRM for customer query resolution
- Monitoring Inbound voice customer service for BHFL
- Audits customer service procedures and trends and determines system improvements.
- Product/Process Certification of new Joiners
- Maximized performance by monitoring daily activities and mentoring team members.
Functional Consultant/System Engineer (L2 Support)
TATA Consultancy Services
Pune
10.2020 - 08.2022
- Working as Functional consultant/System Engineer (L2 Support) for supporting a reconciliation application in Aviva - Insurance Project
- Along with BAU activities, monthly regression testing, patch testing
- Daily application performance Report/Dashboard to all the stakeholders
- Weekly team meeting to understand/discuss ongoing issues/challenges.
Team Leader
TATA Consultancy Services
Pune
12.2013 - 10.2020
- Worked as Team Leader handled team of 25 associates for 'Bajaj finance' customer services social media process
- Churn of allocation and monitoring realtime performance of team
- Helping to build good customer relations
- Recruiting staff and doing appraisals
- Financial responsibilities (Allowances and incentives)
- Arranging promotional events
- Churn allocation & monitor team performance
- Co-ordinate with internal and external support teams to facilitate the overall smooth functioning
- Achievements of daily targets and CSAT/NPS ensuring 95% quality work
- Ensuring all the SLA to be met which are signed with Bajaj Finance.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Service Associate
Wipro Ltd.
Pune
10.2012 - 10.2013
- Worked as a Customer Service Associate in 'You Broadband' inbound process
- Was handling customers queries regarding broadband connection
- If required Online troubleshooting (Router configuration, Modem reset, creation of dialer on different operating system) otherwise to arrange a technician for customers.
- Solved problems with products and services by providing customers with technical support.
Customer Service Associate
Serco Ltd.
Pune
09.2011 - 08.2012
- Worked as Customer Service Associate 'Idea Postpaid' outbound process
- Worked with Mobile number portability and disconnection department
- Keeping track of all customers who all are porting/disconnecting their mobile number
- Daily tracker to be sent to respective stakeholders.
- Informed customers about special promotions and provided detailed information for various products.
- Provided customer feedback to management and identified areas of improvement for products and services.
Education
Bachelor of Science - Computer Science
Indira College, University of Pune
Pune 06.2008 - 06.2011
Skills
Customer Service Operations Management
undefinedCertification
Lean Six Sigma Green Belt Certification
Profile Snapshot
11 years of experience in Customer Service and application support while working with leading organizations like Serco, Wipro & Tata consultancy services and Bajaj Housing Finance Ltd.
Major Accomplishments
- Awarded as "Best Performer" in Sept'14 and Sept'16 while serving as "Senior Associate" with TCS
- Awarded twice with "Service and Commitment Award" in TCS.
- Appreciation for outstanding team while serving as a "Team Lead" in Tata consultancy services.
- Awarded by "Performer of the month" with Serco Ltd.
Personal Information
Date of Birth: 02/01/90
Timeline
Manager - Service Operations
Bajaj Housing Finance Ltd.
10.2022 - Current
Functional Consultant/System Engineer (L2 Support)
TATA Consultancy Services
10.2020 - 08.2022
Team Leader
TATA Consultancy Services
12.2013 - 10.2020
Customer Service Associate
Wipro Ltd.
10.2012 - 10.2013
Customer Service Associate
Serco Ltd.
09.2011 - 08.2012
Bachelor of Science - Computer Science
Indira College, University of Pune
06.2008 - 06.2011
Lean Six Sigma Green Belt Certification
CEM - social media
Business Analysis Fundamentals
PMO Contract and Commercial Management
Process Improvement (PI)
Agile Way of Working
Quality Management for Delivery
Mortgage - Underwriting
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