MALAY LOKHANDE
Mumbai
Summary
PROFILE SNAPSHOT
Seasoned Program Manager offering over five years� experience in educational leadership and professional development programs. Focused on building and enhancing relationships, meeting service needs and maintaining smooth administration of all department operations. Desire growth-oriented position in dynamic, fast-paced environment.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Program Advisor/Course Coach/Assistant Manager
Erulearning Solutions Private Limited
09.2017 - Current
- Lead sessions to educate and counsel participants including executives and senior professionals in accelerating their professional career through Executive Education programs from MIT Sloan, MIT xPRO and Kellogg Northwestern University
- Responsible for counseling on Executive Education Programs on a global platform and development of strong working relationships with executive education units, focused at driving revenue and business
- Lead a team of fifteen additional program advisors and remain accountable for the performance management, quality audit management and SOP compliance
- Analyzed program data by tracking and reporting program outcomes to identify areas of improvement.
Senior Process Associate
Tata Consultancy Services Ltd
09.2016 - 08.2017
- Review customer’s order for a telephone connection and evaluate the same for a timely and cost-effective way to activate the same
- Review and analyze availability of network in the customer’s locality to ensure uninterrupted service
Manager
PayU Payments Pvt Ltd
06.2016 - 08.2016
- Reviewed dispute claims of the card holders
- Analysed and decided on accepting or rejecting a disputed claim
- Responded to all customer queries in a timely and comprehensive manner to ensure customer satisfaction
- Communicated with the merchants and resolved dispute
Senior Specialist 1
J P Morgan India Services Pvt Ltd
08.2008 - 06.2016
- Provided complete assistance to dispute arising out of transaction between credit card customer and merchants
- Handled inbound and outbound calls and providing solutions to card members facing financial hardships
- Negotiated with card members to recover past due amounts and assisting to bring the account in current and good standing
- Performed skip tracing for card member’s places of employment and bank accounts to facilitate the litigation process and recovery of dues
- Managed inbound calls in the service-to-sales team and upselling of various proprietary financial products
Operations Executive
IBM Daksh Business Process Services Pvt Ltd
10.2006 - 06.2008
- Responsible for managing inbound calls and upselling of banking products including deposit and loan accounts
Education
P.G. Diploma - Leadership
06.2021
Certificate Program - Negotiation
02.2019
Certificate Program - Organizational Leadership
10.2018
- Professional development completed in Organizations and Change
P.G. Diploma - Business Administration
2010
Bachelor of Commerce - undefined
2004
Skills
- Product & Service Marketing
- Communication Management
- CRM
- Strategic Negotiations
- Time Management
- Training & Development
- Chargebacks
- Sales
- Coaching
- Executive Education Programs
- Revenue & Business Development
- Performance Management
- Quality Audit
- SOP Compliance
- Team Management
- Merchant Disputes
Certification
Communicating in the Language of leadership
How to talk to Anyone (Blinkist Summary)
Languages
English
Advanced (C1)
Marathi
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Timeline
Program Advisor/Course Coach/Assistant Manager - Erulearning Solutions Private Limited
09.2017 - Current
Senior Process Associate - Tata Consultancy Services Ltd
09.2016 - 08.2017
Manager - PayU Payments Pvt Ltd
06.2016 - 08.2016
Senior Specialist 1 - J P Morgan India Services Pvt Ltd
08.2008 - 06.2016
Operations Executive - IBM Daksh Business Process Services Pvt Ltd
10.2006 - 06.2008
Tuck School of Business, Columbia Business School, And MIT Sloan School of Management And Emeritus Institute of Management - P.G. Diploma, Leadership
MIT Sloan And Emeritus Institute of Management - Certificate Program, Negotiation
MIT Sloan And Emeritus Institute of Management - Certificate Program, Organizational Leadership
Welingkar Institute of Management Studies - P.G. Diploma, Business Administration
Mumbai University - Bachelor of Commerce,
Communicating in the Language of leadership
How to talk to Anyone (Blinkist Summary)
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