Ravikumar Thakar
Team Lead
Scarborough
Summary
Effective and motivated team leader with a proven track record of monitoring progress to ensure goal attainment. Adept in developing and implementing strategic and measurable steps to achieve desired operational outcomes. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Team Lead, Aquiring Fraud
Revolut Technologies India Pvt Ltd
Mumbai
2023.12 - 2024.04
- Managed up to 15 Fraud analysts while working as Team lead
- Oversee efficiency of agents assigned (AHT, Quality, SL, Schedule Adherence)
- Quality and Productivity improvement through outlier management plan and performance improvement plan
- Conduct coaching, mentoring, training, and performance management for team
- Established clear performance metrics for team which helped in tracking progress towards set targets effectively.
- Influenced positive change within organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
- Understand new fraud trends to mitigate potential fraud, money laundering and improve customer experience
Team Leader for Fraud Prevention Process
TTEC INDIA
Ahmedabad
2019.07 - 2023.12
- Manage up to 70 agents and 3 team leaders while working as In charge senior Team lead
- Managed up to 20 agents while working as a Team lead
- Oversee efficiency of operational processes (AHT, Quality, SL, Schedule Adherence)
- Oversee efficiency of the agents assigned (AHT, Quality, SL, Schedule Adherence)
- Quality and Productivity improvement through outlier management plan and performance improvement plan
- Provide tool suggestions to improve user and agent experience
- Analyze all opportunities and recommend ways to improve efficiency and reduce costs
- Analyze compromised accounts, identify root cause, find out loopholes and exploit and highlight clients to improve machine learning model
- Conduct coaching, mentoring, training, and performance management for the team
- Ensuring the policies and procedures are followed
- Own projects requested by client end to end
- Help supervisor in creating Bi-weekly business review, Monthly business review and Quarterly business reviews
- Interact with the partner manager team for policy changes, performance management of site, adherence of SOP, etc
- Prepare required weekly, monthly, and Annual reports and do required data analysis.
Fraud Prevention Specialist for Fraud Prevention Process
TTEC INDIA
Ahmedabad
2017.05 - 2019.07
- Analyze the data set from the log of the activities done by the user and identify fraudulent activity such as account take over (ATO), chargeback, collusion, friendly fraud, money laundering etc
- Monitor real time queues and identify high risk transactions within the business portfolio
- Own investigation end to end and take necessary actions for the compromised accounts and make the user's account as it was as per the guided steps provided by client
- Issue refunds using client tools to the users using tool if monetary loss to the user because of account take over
- Quantitative analysis and data mining to understand fraud and its impact
- Maintain fraud analysis models to improve efficiency and effectiveness of machine learning model
- Determine existing fraud trends, behaviors, and patterns by analyzing accounts and transaction patterns.
Sr. Service Engineer
Endeavours Instruments Pvt. Ltd
Ahmedabad
2015.09 - 2016.07
- Development of demonstrations of new products to WOW clients and consumers
- Validation of product performance at customer sites (held tests)
- Developed customized solutions for clients'' unique requirements, ensuring optimal performance of their systems
- Work with developers to troubleshoot programming errors(Automatic weighbridge)
- Providing support to colleagues and customers for software issues.
Education
BBA - Information System Management
Sardar Patel University
V V Nagar 2020.06 - 2023.05
Diploma in Electronics and Communication -
Nirma University
Ahmedabad 2012.07 - 2015.06
SSC -
B V Patel High School
Vatadara 2007.04 - 2008.03
Skills
Operations Management, People Management
undefinedAccomplishments
- Nominated for TTEC India "Employee of the year" award for year 2021 and 2022
- Awarded "Monthly Top Lead" and "Best Team lead" award multiple times during my journey at TTEC INDIA
- Received "Top Performer" and "Best Performer" award multiple times as an agent
Additional Information
If given an opportunity I shall leave no stone unturned to satisfy the needs of the organization. Hope the above qualities will meet your requirements.
Timeline
Team Lead, Aquiring Fraud
Revolut Technologies India Pvt Ltd
2023.12 - 2024.04
BBA - Information System Management
Sardar Patel University
2020.06 - 2023.05
Team Leader for Fraud Prevention Process
TTEC INDIA
2019.07 - 2023.12
Fraud Prevention Specialist for Fraud Prevention Process
TTEC INDIA
2017.05 - 2019.07
Sr. Service Engineer
Endeavours Instruments Pvt. Ltd
2015.09 - 2016.07
Diploma in Electronics and Communication -
Nirma University
2012.07 - 2015.06
SSC -
B V Patel High School
2007.04 - 2008.03
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