Power BI, Visio, R, SQL
MUKESH DASWANI
Pune
Summary
- Certified Scrum Master, with 18+ years of industry expertise, excelled in roles across domains including managing Service Operations, Customer Experience journey, Digital Sales, and driving product automation projects.
- Highlights dedication to operational excellence with two successful Green Belt projects.
- A seasoned global leader adept at managing operations in India, UK, USA, and Philippines.
- Proven track record in effectively managing daily operations, seamless business transitions, resource allocation, budgeting P&L, and performance management.
- Consistently delivers results supporting strategic initiatives and driving client satisfaction.
- Prioritizes superior customer experiences and optimized processes through effective client interactions and issue resolution skills.
- Unwavering focus on resource efficiency and strong stakeholder relations consistently boosts profitability.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Deputy General Manager
Vasta Bio-Informatics Pvt. Ltd.
05.2022 - Current
- Led Oncology Research Data Management projects for a team in Pune and Mumbai, achieving operational excellence through the development and implementation of strategic policies for the US healthcare sector.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Implemented Microsoft Power BI reporting tool, utilizing data-driven decision-making approaches to inform strategy development and optimize outcomes.
- Conducted comprehensive program evaluations, identifying areas for improvement and implementing actionable solutions, resulting in 32% productivity improvement in research data capture.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Identified program obstacles and communicated possible impacts to the team.
- Led P&L management, fostered client relationships, and drove business growth.
- Progressed from Program Manager to DGM.
Manager – Operations
Quadron iSolutions Pvt. Ltd.
03.2020 - 04.2022
- Directing daily administrative voice & non-voice operations, accomplished multiple tasks within established timeframes.
- Maintained up-to-date standard operating procedures in compliance with US statutory regulatory guidelines (FDCPA, TCPA).
- Enhanced customer satisfaction by resolving disputes promptly (CFPB, BBB), maintaining open lines of communication, and ensuring high-quality service delivery. Achieved reduction of CFPB & BBB disputes by 15% over 1 year.
- Managed issue monitoring and remediation process by maintaining open communication with onshore/offshore key stakeholders, utilizing both verbal communication and structured documents to drive effective implementation of all risk adjustment initiatives.
Manager – Operations
Epicenter Technologies Pvt. Ltd.
11.2018 - 03.2020
- Develop and oversee the implementation of policies to enhance productivity, efficiency, and quality across all areas of business operations supporting a team of 300+ employees.
- Executing process improvement, ensuring quality and compliance standards in line with US regulatory guidelines.
- Responsible for P&L, Account Management, client relationship development, and business growth.
- Led weekly & monthly process reviews with clients including weekly calls & MBR/QBR/ABR.
Manager – Operations
Advantmed Indial
10.2017 - 04.2018
- Directing daily administrative operations & quality of 4 country locations (India, Puerto Rico, California-USA, Philippines), developing and implementing effective policies for all business operations support procedures.
- Monitored performance reports, identified areas for improvement, and contributed to enhancing service quality and processes through active participation in service review meetings.
- Developed and monitored service level agreements (SLAs) for contracted services, ensuring client expectations were met and quality and profitability were maintained.
- Demonstrated proficiency in documenting MIS reports and delivering presentations to Senior Management, successfully meeting COI objectives.
Assistant Manager – US Operations
Credence Resource Management Pvt. Ltd.
02.2016 - 09.2017
- Led a large team of approximately 200 members in successfully delivering projects for multiple US-based clients, including the transition & implementation of six new healthcare projects.
- Efficiently managed and resolved customer escalations via different channels including telephone and web to deliver exceptional service.
- Directed IVR, dialer, and campaign management to optimize throughput based on inventory analysis.
- Received top performing manager award twice within span.
Associate Manager – Global Operations
People Interactive (I) Pvt. Ltd.
02.2015 - 02.2016
- Worked on major projects for a global E-Commerce Platform, by implementing robust MIS reporting structure to track ticket-level SLA.
- Streamlined operations by meeting SLAs and supporting continuous process improvement initiatives through implementation of Zendesk tool workflows resulting in 30% FTR.
- Optimized MIS reporting by spearheading efforts as leader of the MIS & Business Intelligence team alongside Operations.
- Collaborated with development team to conduct research and User Acceptance Testing (UAT) on new applications, resulting in improved products.
Senior Team Leader – Operations
SLK Global BPO Services Pvt. Ltd.
02.2012 - 02.2015
- Managed multiple lead generation voice projects for UK region.
- Implemented efficient measures to maintain compliance with SLAs, resulting in an impressive enhancement of statistics from 80% to a new benchmark of 98% for non-voice mortgage projects (e.g. Mortgage - Assignment, Release, Deed).
Team Leader
Aegis Global
10.2010 - 08.2011
- Successfully initiated and supervised a pilot program for the Telecom Inbound Customer Service and Telecom Upsell process, consisting of 20 team members.
Sr. CSA
WNS Global Services
09.2008 - 10.2010
- Achieved promotion to Sr. CSA within a year of joining the company.
- Worked on insurance claims investigation reporting along with Adjusters.
Customer Support Associate (Outbound)
Zensar Technologies
11.2007 - 08.2008
- Contributed to Canadian Telecom sales outbound project, earning recognition as a top performer for two consecutive months.
- Attended 150 outbound calls daily, customer requests for products, services, and company information.
CSA (Inbound)
TATA Business Support Services Pvt. Ltd.
02.2006 - 01.2007
- Handled 70 to 100 technical troubleshooting inbound calls for ISP daily.
- Provided exceptional service to customers by actively listening to their needs and offering personalized solutions.
Education
B.Sc. (Computer Science) -
Maharashtra College, Pune University
Kothrud, Pune04.2009
H.S.C. (12th) - Science
Maharashtra Board
Warnanagar, Panhala, Kolhapur04.2004
S.S.C (10th) -
Maharashtra Board
Panhala, Kolhapur04.2001
Skills
- Scrum Master Certified
- Six Sigma Green Belt (Completed 2 Projects)
- MIS Reporting, Visualization using Power BI, Excel Power Query
- Operations Management (Global)
- Cross-functional Team Coordination
- Strategic Planning
- Customer Relationship Management
- Project Management
- Vendor Relationship Management
- New Process Transition
- R, SQL, Power Query, Advance Excel
- MS Visio, MS Project
Personal Information
- Date of Birth: 03/25/85
- Marital Status: Married
Projects
Green Belt Project: 1) Improved the accuracy of the mortgage process from 80% to 99.5% at SLK Global. 2) Productivity improvement by 40% within 6 months using six sigma methods and driving automation projects at SLK Global.
Certification
Scrum Master
Accomplishments
- Achieved 20% top line revenue growth for 2024 for project, without increasing the staff.
Software
Interests
Playing Table Tennis, Chess, Cricket and Swimming
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Affiliations
- SOS Children's Village
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridTimeline
Deputy General Manager
Vasta Bio-Informatics Pvt. Ltd.
05.2022 - Current
Manager – Operations
Quadron iSolutions Pvt. Ltd.
03.2020 - 04.2022
Manager – Operations
Epicenter Technologies Pvt. Ltd.
11.2018 - 03.2020
Manager – Operations
Advantmed Indial
10.2017 - 04.2018
Assistant Manager – US Operations
Credence Resource Management Pvt. Ltd.
02.2016 - 09.2017
Associate Manager – Global Operations
People Interactive (I) Pvt. Ltd.
02.2015 - 02.2016
Senior Team Leader – Operations
SLK Global BPO Services Pvt. Ltd.
02.2012 - 02.2015
Team Leader
Aegis Global
10.2010 - 08.2011
Sr. CSA
WNS Global Services
09.2008 - 10.2010
Customer Support Associate (Outbound)
Zensar Technologies
11.2007 - 08.2008
CSA (Inbound)
TATA Business Support Services Pvt. Ltd.
02.2006 - 01.2007
B.Sc. (Computer Science) -
Maharashtra College, Pune University
H.S.C. (12th) - Science
Maharashtra Board
S.S.C (10th) -
Maharashtra Board
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