Imran Mujawar
Sr. Manager
Summary
Summary: A results-oriented professional with over 16 years of strategic planning and leadership expertise in creating and maintaining new and current customer service operations from the ground up. Resilient in preserving customer relationships in order to meet quality and service standards by resolving major service concerns. Experience in developing procedures and service standards for business excellence; ability to coordinate with internal and external customers in order to conduct effective company operations.
Overview
16
16
years of professional experience
Work History
Sr.Manager ( Zonal Head India West )
MediBuddy
Mumbai
07.2023 - Current
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Produced staffing matrix to provide adequate coverage of department.
- Implemented productivity benchmarks across all departments to maximize company revenue.
- Consolidated vendors and renegotiated contracts to optimize costs.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Provided strong leadership to enhance team productivity and morale.
Manager Service
Wellspring Healthcare Pvt. Ltd
Mumbai
12.2020 - 07.2023
- Present Overseeing the day-to-day operations occupational health centers
- Managing manpower, audits and compliance's in accordance with the Factory Act
- Conducting health checkups of clients' employees
- Based on health checkups suggesting clients on area of improvement
- Arranging weekly / monthly, wellness programs / seminars / webinars in line with client's request and maintaining wellness calendar
- Working closely with client's global team on requirements and deliverable as per client's sops
- Managing vendors for procurement's
- Responsible for P&L of the account.
Customer Service Officer
Mashreq Bank
Dubai
05.2015 - 08.2020
- Managing day-to-day queries about personal accounts
- Maintaining a high level of internal and external complianceby updating KYC
- Recognizing cross-sell and up-sell opportunities
- Got promoted to Client servicing role ofgovernance team of Insurance and Investment products of HNI clients, assisting clients with the product features interms of their goals
- Customer complaints and suggestions are coordinated with internal departments
- Collaboratingwith insurance company spoc on issues faced.
Team Leader
Lester Info Services Pvt. Ltd
Mumbai
05.2011 - 02.2015
- Joined the organization as a Senior Tech Support Agent and was promoted to Team Leader in 6 months
- Managed the operation of a maximum team size of 23 chat taking agents
- Managed team performance monitored daily work, and promptly resolved queries.
Operations Executive
Future E –Commerce Infrastructure Pvt. Ltd
Mumbai
02.2010 - 01.2011
- Primarily worked as a customer service representative, interacting with customers who placed orders through thewebsite Future Bazaar.com
- Relocated to the Complaints Department, where I managed a team of 12 agents whocoordinated with clients via phone and email for questions about shipment and pick-up and kept records in the SAPsystem.
Sr. Technical Support
Sutherland Global Services Pvt. Ltd
Mumbai
07.2007 - 01.2010
- Remotely worked on a client's computer from anywhere in the world, assisting them in cleaning their computer,protecting it from viruses, and configuring Symantec antivirus
- Mentored and supervised a team of 10-15 agents.
Education
EIILM University
Skills
Creativity Educationundefined
Timeline
Sr.Manager ( Zonal Head India West )
MediBuddy
07.2023 - Current
Manager Service
Wellspring Healthcare Pvt. Ltd
12.2020 - 07.2023
Customer Service Officer
Mashreq Bank
05.2015 - 08.2020
Team Leader
Lester Info Services Pvt. Ltd
05.2011 - 02.2015
Operations Executive
Future E –Commerce Infrastructure Pvt. Ltd
02.2010 - 01.2011
Sr. Technical Support
Sutherland Global Services Pvt. Ltd
07.2007 - 01.2010
EIILM University
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