I am an excellent Team Player,who is organized and quick learner,and goal oriented. I can work on my own as well as in a team achieving high productivity. i am supportive of my subordinates and a good communicator with great inter- personal skills, I take ownerships of challenging and difficult situations.
Hi, I’m
Prasad Thakare
Client Ops Specialist II
Mumbai
Summary
Overview
9
years of professional experience
6
years of post-secondary education
Work History
J. P. Morgan Chase
Client ops specialist
08.2020 - Current
Job overview
- Business Banking) & (Conventional Lending), Currently handling the PPP forgiveness mailbox and working on multiple outreach cases in terms of PPP loan forgiveness
- Handling Conventional lending’s small business loans and line of credit cases and guiding clients with the needs end to end (From taking the applications till providing the decision)
- Working as a Specialist with the business banking Division by handling client and banker calls and providing superlative customer experience in regards to the SBA PPP loan & forgiveness program
- Providing one call resolutions and troubleshooting steps to our clients when they try to apply for a PPP loan or forgiveness with maintaining the highest standards for customer satisfaction
- Maintaining and adhering required quality and productivity as per the compliance standards
- Leveraged excellent communication skills in enhancing customer experience, to ensure superior call quality is delivered on each and every call.
- Paid attention to detail while completing assignments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
J. P. Morgan Chase
Sr. credit Ops specialist
04.2017 - 08.2020
Job overview
- Worked as a Specialist with the card lending services Team to do complete verifications of new credit card applications as per the given procedures and laws
- Keeping myself thorough with the new process updates and changes helped me perform better than my peers in a dynamic environment
- Kept striving hard to improve my eye for detail by highlighting procedural gaps and came up with ways to reduce the average handle time (AHT) for the process
- Got Selected in the GROW program, which helped me learn leadership skills and gave me a chance to enhance the performance of the lenders assigned to me
- Worked as an SME for a new Team who of based in Manila, Philippines
- Conducting process refreshers, side by side and remote call listening sessions and providing feedback were few of the core responsibilities.
Intelenet Global ServicesMumbai
Sr. Customer Service Executive
07.2014 - 03.2017
Job overview
- Handling inbound customer services calls, emails and web chats for a UK airline, easyJet
- As a Tier 1 advisor handled general enquiries, amendments, complaints and claims related to passengers’ reservations
- Promoted as a Tier 2 and handled escalation calls and managed a team of 15-20 Tier 1 agents
- As a Tier 2, the job role included listening and monitoring Tier 1 agents’ calls and providing feedback, assisting them with queries about process and also providing training on soft skills
- Also, prepared reports for the process to check on the status of the performance of agents within the team and conducted Product Knowledge Tests for the agents fortnightly
- Assisted easyJet with critical Social Media, Press Office, PRM and SRM escalations
- Assisted the Tier 3 team to support them reviewing and authorising or declining claims processed by Tier 1 and Tier 2 teams across all sites for the entire easyJet customer base as per the existing process guidelines
Business Banking Mumbai
Projects
Job overview
- PPP Escalations Team
- PPP (Paycheck protection program) Forgiveness Mailbox Business Banking
- PPP (Paycheck protection program) Forgiveness Modifications
- PPP (Paycheck protection program) Forgiveness Processing Team
- Post Book Review – Lending Phones
Education
Maharashtra Board
SSC
01.2006 - 02.2007
University Overview
HSC St. John's The Baptist Junior College
High School Diploma
06.2007 - 03.2009
University Overview
Yashvantrao Chavan Maharashtra Open UniversityMumbai
Bachelor of Science from Hotel & Tourism Management
05.2009 - 04.2012
University Overview
Skills
Strong problem solving skills & Eye for detailundefined
Timeline
Client ops specialist
J. P. Morgan Chase
08.2020 - Current
Sr. credit Ops specialist
J. P. Morgan Chase
04.2017 - 08.2020
Sr. Customer Service Executive
Intelenet Global Services
07.2014 - 03.2017
Yashvantrao Chavan Maharashtra Open University
Bachelor of Science from Hotel & Tourism Management
05.2009 - 04.2012
HSC
High School Diploma
06.2007 - 03.2009
Maharashtra Board
SSC
01.2006 - 02.2007
Projects
Business Banking
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