Musauvir Khatry
Mumbai
Summary
Customer-focused professional with extensive experience in retail, events, voice contact centers, and collections. Proficient in managing high volumes of inbound calls, resolving transactional inquiries, and guiding customers through chip-and-pin activation. Expertise in negotiating repayment arrangements and maintaining accurate ticketing records while adhering to quality and compliance standards.
Overview
18
18
years of professional experience
Work History
Front-of-House Manager
Toum Restaurants
Mumbai
05.2013 - 04.2020
- Directed front‑of‑house operations, coordinating staff, kitchen and suppliers for smooth service and rapid issue resolution.
- Trained teams and implemented standards, improving efficiency, upsell performance and POS/cash accuracy.
- Managed rosters, inventory and vendors to optimise labour, control costs and ensure compliance.
Account Manager
Bol7 (Media and PR)
Mumbai
01.2011 - 03.2013
- Primary client liaison: translated objectives into clear briefs and kept clients and teams aligned for timely decisions.
- Coordinated cross‑functional teams and vendors to deliver campaigns on time and on budget.
- Built media and stakeholder relationships; led crisis communications with rapid‑response plans and post‑action reports.
Senior Customer Service Representative
FirstSource (Then ICICI One Source) - Marks & Spencer
Mumbai
01.2009 - 12.2010
- Supported Marks & Spencer cardholders with chip‑and‑PIN activations and transactional queries; verified identity and guided step‑by‑step activation.
- Logged interactions, raised IT tickets for technical faults and tracked resolutions.
- Ensured payment‑security and data‑protection compliance, followed fraud‑escalation protocols and consistently achieved high first‑call resolution while meeting daily handling and quality targets.
Senior Collections Executive
Epicenter - Third party collections for American Express
Mumbai
01.2007 - 12.2008
- Handled high‑volume inbound American Express collections calls: reviewed accounts, explained balances and offered tailored repayment plans; negotiated and secured promises‑to‑pay while logging detailed notes and follow‑ups in the collections system.
- Maintained compliant collection procedures and escalated disputed or legally sensitive accounts to supervisors/portfolio managers.
- Consistently met KPIs for contact rate, promises‑to‑pay conversion and recoveries, keeping audit‑ready records for regulatory review.
Senior Customer Service Executive
Intelenet Global Services – Barclays Bank
Mumbai
08.2005 - 12.2006
- Provided front‑line inbound support, troubleshoot billing/orders, create and manage tickets, and escalate complex complaints.
- Consistently met SLAs and team KPIs through clear communication and diligent case management.
Radio Jockey/Host & Retail Associate
Time of India (Planet M)
Mumbai
04.2003 - 08.2005
- Provided in‑store and phone customer service; processed POS transactions, returns/exchanges and special orders.
- Handled outbound order confirmations and promotional calls.
- Coordinated escalations with managers; supported sales targets while maintaining cash‑handling accuracy and basic inventory control.
Radio Jockey / Events
Music World Entertainment
Pune
01.2003 - 03.2003
Disc Jockey/Events
Decibel Pro Audio
Pune
12.2001 - 12.2002
Education
Training Certificate - Web-designing (Flash 5, Dreamweaver 5 & Firework 4)
Microkon Computer Education
01-2002
senior secondary school -
Mumbai01-2001
Skills
- Expertise
- Inbound support
- Customer Relations
- Debt Collections
- Payment Recovery
- Card Activation
- Payment Processing
- Negotiation Skills
- Active Listening
- Event Coordination
- Retail Sales
- Quick thinker
- Adaptability
- Problem solving
Hobbies and Interests
- Music
- Gardening
- Baking
Note
Resuming career post a break from 2021 due to avascular necrosis leading to complete hip replacement.
Timeline
Front-of-House Manager
Toum Restaurants
05.2013 - 04.2020
Account Manager
Bol7 (Media and PR)
01.2011 - 03.2013
Senior Customer Service Representative
FirstSource (Then ICICI One Source) - Marks & Spencer
01.2009 - 12.2010
Senior Collections Executive
Epicenter - Third party collections for American Express
01.2007 - 12.2008
Senior Customer Service Executive
Intelenet Global Services – Barclays Bank
08.2005 - 12.2006
Radio Jockey/Host & Retail Associate
Time of India (Planet M)
04.2003 - 08.2005
Radio Jockey / Events
Music World Entertainment
01.2003 - 03.2003
Disc Jockey/Events
Decibel Pro Audio
12.2001 - 12.2002
Training Certificate - Web-designing (Flash 5, Dreamweaver 5 & Firework 4)
Microkon Computer Education