Mithil Anil Rane

• Led ATM Monitoring team to ensure continuous and smooth operation of all ATMs under management

• Developed and implemented strategies to detect, monitor, and resolve ATM issues promptly

• Managed end-to-end incident handling process, ensuring timely diagnosis and resolution with all stakeholders

• Analyzed operational and performance data to identify trends, root causes, and areas for improvement

• Prepared and shared regular performance reports covering uptime, incident trends, and SLA compliance

• Mentored and motivated the ATM Monitoring team to deliver high performance and meet service standards

• Ensured compliance with internal policies, regulatory guidelines, and security standards

• Managed relationships with vendors handling First Line Maintenance (FLM) and Second Line Maintenance (SLM)

• Set clear escalation protocols for critical issues to ensure minimum service disruption

• Responded to customer escalations within defined turnaround times and represented the team in client review meetings

• Fraud Analyst at Revenue Protection Department
• Two weeks orientation program and successful certification to qualify as a 'Senior Customer Service Associate'
• Four weeks of process training for reservations, baggage and customer service
• Two weeks of US accent training and process training
• Have been trained on Fares, Ticketing and Re-issues on Sabre

• Customer Retention - Handling customer inquiries, concerns and complaints regarding their insurance policies
• Policy Renewals and ensuring timely premium payments
• Building strong relationships with customers and identifying opportunities to Upsell /Cross -sell
• Coordination with internal teams, Underwriting, Claims and Sales to resolve customer issues and improve overall customer experience
• Maintaining accurate records of customer interactions, policy details, call recordings of customer interactions, policy details and other relevant information

• Coaching and training employees to develop valuable skills and work ethics
• Ensuring successful training and on boarding telesales team
• Call monitoring and handling the sales team to achieve set targets on time
• Correspondence between Bank's higher officials on daily basis.
• Attending meetings with the concerned department of the bank
• Organizing team to achieve set objectives, monitoring progress and ensuring team members have necessary resources