Ashwin Wankhede
Pune
Summary
Results-driven Operations Leader with 12+ years of experience in BPO, collections, and recovery operations. Proven track record in managing large teams, improving recovery rates, maintaining SLAs, and enhancing customer satisfaction. Strong expertise in team leadership, process optimization, and client management. Professional experience handling US Healthcare medical clients including Lab Bills, Pediatric Bills, Ambulance Bills, Physician Billing, and Radiology Billing.
Overview
14
14
years of professional experience
4011
4011
years of post-secondary education
Work History
Senior Manager - Operations
Credence Resource Management
Pune
09.2025 - Current
- Lead Customer service ,collections and recovery operations ensuring SLA and revenue targets
- Developed strategic plans to align with organizational goals.
- Managed client relationships to ensure satisfaction and retention.
- Oversaw budget allocations for resource management initiatives.
- Implemented process improvements to streamline operations and reduce costs.
- Created detailed reports on project progress for senior management review.
- Monitored competitor activities to anticipate changes in the industry landscape and design appropriate response measures.
- Manage managers, team leads, and 100+ advisors across processes
- Drive performance, quality, and client satisfaction
- Led cross-functional teams to enhance project delivery efficiency.
Operations Manager
Credence Resource Management
09.2022 - 08.2025
- Managed 100+ advisors, 7 Team Leads, and 3 Assistant Managers
- Improved team productivity and ensured SLA adherence
- Oversaw daily operations and process performance
Assistant Manager
Credence Resource Management
01.2019 - 09.2022
- Supervised teams and handled performance management
- Supported collections strategy and quality improvements
Team Leader - Operations
Credence Resource Management
03.2014 - 01.2019
- Led collections team ensuring recovery targets and compliance
- Monitored agent performance, coaching and productivity improvements
- Ensured adherence to client guidelines and operational KPIs
Recovery Executive
Trac Mail
05.2012 - 03.2014
- Managed recovery and collections calls for overdue accounts
- Negotiated payment plans and ensured customer follow-ups
- Maintained accurate records and recovery reports
Education
BBA - Management
Dr.D Y Patil University
Pune 03.2021 - 01.2024
12th - English
Maharashtra Board
10th - English
Maharashtra Board
Skills
- Operations Management
- Customer service
- Collections & Recovery
- Team Leadership
- Client Handling
- Process Improvement
- Quality & CSAT
- Attrition Control
- Call Center Operations
- LiveVox
- Webex
- Jabber
- Artiva
- AdvancedMD
- Imagine
- Inbox Health
- MS Excel
- MIS
- Budget management
- Process improvement
- Strategic planning
- Data analysis
- Coaching and mentoring
- Talent development
- Goal setting
Tools And Technologies
LiveVox, Webex, Jabber, Artiva, AdvancedMD, Imagine, Inbox Health, MS Excel, MIS
Languages
English
Beginner
A1
Hindi
Beginner
A1
Marathi
Beginner
A1
Timeline
Senior Manager - Operations
Credence Resource Management
09.2025 - Current
Operations Manager
Credence Resource Management
09.2022 - 08.2025
BBA - Management
Dr.D Y Patil University
03.2021 - 01.2024
Assistant Manager
Credence Resource Management
01.2019 - 09.2022
Team Leader - Operations
Credence Resource Management
03.2014 - 01.2019
Recovery Executive
Trac Mail
05.2012 - 03.2014
12th - English
Maharashtra Board
10th - English
Maharashtra Board