Avik Vijay Pawar
Kalyan West
Summary
Dynamic and proactive professional with comprehensive experience in customer support and operational management within the financial services sector. Demonstrated expertise in leading teams, managing escalations effectively, and streamlining processes to enhance service quality and operational efficiency. Committed to driving customer satisfaction and business success through strategic leadership and continuous improvement initiatives.
Overview
8
8
years of professional experience
Work History
Deputy Manager
Axis Bank
Dombivali
05.2024 - Current
- Manage end-to-end operations for CMS Collection and Payment Desk, ensuring smooth processing and timely resolution of client requests.
- Handle NEFT / RTGS transaction queries, including status tracking, delays, reversals, and exception handling.
- Resolve payment-related issues such as failed transactions, duplicate payments, reconciliation mismatches, and beneficiary-related concerns.
- Coordinate with internal teams (Operations, IT, Settlement teams) to resolve transaction failures and integration issues within defined TAT.
- Act as a single point of contact (SPOC) for corporate clients for CMS, Easypay, and payment-related queries.
- Monitor daily transaction reports and dashboards to ensure transaction accuracy, SLA adherence, and process compliance.
- Handle client escalations via calls and emails, ensuring quick resolution and high customer satisfaction.
- Support onboarding of new clients on CMS and payment platforms, including NEFT/RTGS integration guidance.
- Identify process gaps and implement improvements to reduce query volume and turnaround time (TAT).
- Prepare and share MIS reports related to transaction volumes, escalations, and performance metrics.
- Ensure compliance with banking regulations and internal audit requirements for all payment operations.
- Oversee service operations for Commercial Credit Cards, including customer service, escalations, and operational workflows.
Assistant Manager
Axis Bank
Dombivali
05.2022 - 04.2024
- Managed the Commercial Credit Card desk, overseeing daily operations and ensuring smooth service delivery.
- Led a team of 8 agents, assigning tasks, monitoring performance, and providing coaching to meet quality and productivity targets.
- Handled customer queries, requests, and escalations related to Commercial Credit Cards within defined service level agreements (SLAs).
- Ensured adherence to banking regulations, compliance guidelines, and internal policies.
- Identified process gaps and implemented process improvement initiatives to enhance operational efficiency and reduce turnaround time.
- Coordinated with cross-functional teams for quick issue resolution and better customer experience.
- Prepared and reviewed periodic reports to track performance, service trends, and operational metrics.
Customer Service Executive - Escalation Desk
Naaptol Online shopping PVT Ltd
Rabale Navi Mumbai
01.2020 - 04.2022
- Handled customer complaints and queries received via calls, emails, and live chat related to orders placed on Naaptol.
- Investigated customer issues by coordinating with internal teams and provided accurate, timely resolutions.
- Processed refunds and replacements as per company policy, ensuring smooth customer experience.
- Managed order-related escalations, including delays, incorrect deliveries, and damaged products.
- Maintained detailed records of complaints, resolutions, and follow-ups in the CRM system.
- Ensured service quality by adhering to company procedures and turnaround times.
- Contributed to process improvement by identifying recurring issues and suggesting preventive measures.
Customer Service Executive (Outbound sales)
Eureka Outsourcing Solutions
Thane Majiwada
07.2018 - 12.2019
- Conducted outbound calls to existing and potential HNI credit card holders to promote and sell card insurance plans.
- Explained insurance benefits, coverage details, and terms clearly to drive customer interest and conversions.
- Achieved and exceeded monthly sales targets through persuasive communication and needs-based selling.
- Maintained accurate records of leads, follow-ups, and sales closures in the CRM system.
- Ensured compliance with company policies and regulatory guidelines during all sales interactions.
- Provided post-sale assistance to customers for policy activation and documentation.
Education
B.Com - Accounting & Finance
GR Patil college
Dombivali, MaharashtraHSC - Commerce
KM Agarwal College
kalyan, MaharashtraSSC -
NRC School
Mohone, MaharashtraSkills
- MS-CIT
- Tally ERP 9
- CRM knowledge
- Excellent management and adapting skills
- Record Keeping strength
- Sound knowledge of Pre-sales and sales techniques
- Customer Service Knowledge
- Good listening skills
- Strategic Sales Knowledge
Accomplishments
- Axis Bank, Awarded Best Performance Award for outstanding service delivery and operational excellence.
- Axis Bank, Received Projects Drive Award for successfully leading key initiatives improving process efficiency.
- Naaptol Online Shopping, Recognised as Quality Topper for consistently delivering high-quality customer resolutions across calls, emails, and chats.
- Eureka Outsourcing Solutions, Achieved Sales Topper status for highest card insurance sales over multiple months.
- Eureka Outsourcing Solutions, Recognised as Quality Topper for maintaining superior compliance and call quality scores.
Hobbies and Interests
- Cooking
- Traveling
- Reading
Personal Information
- Date of Birth: 02/01/97
- Gender: Male
- Nationality: Indian
Languages
- Hindi
- Marathi
- English
- Hindi
- Marathi
Timeline
Deputy Manager
Axis Bank
05.2024 - Current
Assistant Manager
Axis Bank
05.2022 - 04.2024
Customer Service Executive - Escalation Desk
Naaptol Online shopping PVT Ltd
01.2020 - 04.2022
Customer Service Executive (Outbound sales)
Eureka Outsourcing Solutions
07.2018 - 12.2019
B.Com - Accounting & Finance
GR Patil college
HSC - Commerce
KM Agarwal College
SSC -
NRC School