Sports & Games, Music
Ashley Salvan
Team Leader - Global Client Services
Kandivali East, Mumbai
Summary
A committed, flexible, success driven and self-motivated individual dedicated to transforming business processes in a challenging environment, possess’ strong analytical, interpersonal and conflict management skills with an ability to develop and maintain exceptional business and client relationships.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Team Leader
Interactive Brokers Software Services India Pvt. Ltd
Mumbai
01.2019 - 11.2022
- Monitor overall team volume and productivity
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Developed effective improvement plans in alignment with goals and specifications.
- Create reports of team and department performance for Higher Managers’ review
- Resolve escalated client issues
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Mentored and guided team members to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Conducted regular reviews of operations and identified areas for improvement.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Risk Analyst – Credit Cards
J.P. Morgan Services India Pvt. Ltd.
Mumbai
04.2016 - 05.2018
- Review of potential fraudulent transactions, account activity for potential First Party Fraud, excessive authorizations decline/approval and callers' identity for potential Account Takeover scenarios
- Conduct process refreshers and review of new procedures
- Worked well in a team setting, providing support and guidance.
- Identified issues, analyzed information and provided solutions to problems.
- Passionate about learning and committed to continual improvement.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Customer Service Advisor – 3G UK PostPay
Tech Mahindra Business Services Ltd.
Mumbai
03.2015 - 03.2016
- Resolution of network disruption and technical issues on devices
- Processing payments
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Applied effective time management techniques to meet tight deadlines.
- Developed and maintained courteous and effective working relationships.
- Worked well in a team setting, providing support and guidance.
- Strengthened communication skills through regular interactions with others.
Customer Service Rep – American Express Prepaid
FIS Global Business Services Pvt. India Ltd.
Mumbai
11.2014 - 02.2015
Technical Content Writer
Project Solutions Ltd.
Pune
03.2013 - 09.2014
Operations Leader
Mindscrewers’ Entertainment Pvt. Ltd.
New Delhi
06.2011 - 03.2013
Sales Executive
The Influx Group (Franchisee of Support Direct (India) Pvt. Ltd.)
Mumbai
07.2009 - 02.2010
Retail Banking Operations Executive
ICICI Bank Pvt. Ltd.
Hyderabad
09.2008 - 06.2009
Education
Bachelor of Engineering - Mechanical
K.J.Somaiya College of Engineering
Mumbai, India 06.2004 - 04.2008
Skills
Strong Analytical and Crtical Thinking
Effective People Management skillsProactive Identification of Customer Requirements
Team Player with Leadership Attributes
Effective Client Management & People Management skillsStaff education and training
Daily workflow improvement
Account management
Performance improvement
Interests
Additional Information
Date of Birth: 6th Jan, 1986
Marital Status: Divorced
Passport: Held in Possession
Timeline
Team Leader
Interactive Brokers Software Services India Pvt. Ltd
01.2019 - 11.2022
Risk Analyst – Credit Cards
J.P. Morgan Services India Pvt. Ltd.
04.2016 - 05.2018
Customer Service Advisor – 3G UK PostPay
Tech Mahindra Business Services Ltd.
03.2015 - 03.2016
Customer Service Rep – American Express Prepaid
FIS Global Business Services Pvt. India Ltd.
11.2014 - 02.2015
Technical Content Writer
Project Solutions Ltd.
03.2013 - 09.2014
Operations Leader
Mindscrewers’ Entertainment Pvt. Ltd.
06.2011 - 03.2013
Sales Executive
The Influx Group (Franchisee of Support Direct (India) Pvt. Ltd.)
07.2009 - 02.2010
Retail Banking Operations Executive
ICICI Bank Pvt. Ltd.
09.2008 - 06.2009
Bachelor of Engineering - Mechanical
K.J.Somaiya College of Engineering
06.2004 - 04.2008