RITESH ASHOK SURVE
Navi Mumbai
Summary
Results-driven professional with 12 years of experience in back-office operations, Customer Service, Shipping management. Skilled in process optimization, team leadership, and ensuring operational efficiency. Seeking to leverage expertise in a challenging role that offers growth and contributes to organizational success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant Manager
Tata Consultancy Services
Mumbai
01.2025 - Current
- Established performance goals for employees and provided feedback on methods for reading those milestones.
- Led cross-functional teams to enhance project delivery efficiency, resulting in streamlined operations.
- Developed and implemented strategic plans that improved client satisfaction and retention rates.
- Oversaw daily operations, ensuring adherence to best practices and compliance standards across departments.
- Mentored junior staff, fostering a culture of continuous improvement and professional development.
Team Leader
Tata Consultancy Services
Mumbai
10.2021 - 12.2024
- Established open and professional relationship with team members to achieve quick resolution for various issues.
- Manage daily operations, shift management, task monitoring activities ensuring delivery of all SLA and KPI.
- Prepare daily/weekly/monthly performance report,dashboard for management to review the data.
- Led the successful transition of ZRM rollout, achieving 100% knowledge transfer completion and meeting SLA and quality targets within the stabilization period.
- Trained and mentored team members, resulting in a smooth go-live and rapid operational readiness.
Senior Process Associate
Tata Consultancy Services
Mumbai
07.2017 - 10.2021
- Coordinated the end to end booking process for over 200 shipments monthly, managing space allocation and container type selection.
- Contribute to team initiatives around internal audit,risk management,process training,floor assistance.
- Independently handle client escalation mails received from Mumbai agencies.
- As per my expertise appointed as SME (Subject matter expert) of business partner type process.
Process Associate
Tata Consultancy Services
Mumbai
06.2015 - 07.2017
- Managed creation and updating of Business Partner codes for ZIM shipping customers, ensuring client satisfaction for over 200 monthly accounts across shipper, consignee, and notify party profiles.
- Coordinate with customer service team, agencies for approvals and requirements.
- Handled process of Indexing correction, booking (Indonesia, Bangladesh, Malaysia) ensure all process turn around within SLA.
- Handled indexing corrections and bookings for Indonesia, Bangladesh, and Malaysia, ensuring all processes turned around within SLA.
Client Relationship Officer
Hinduja Global Solution
Navi Mumbai
04.2013 - 05.2014
- Managed over 50 customer queries daily via Vodafone Webchat, ensuring quick and accurate resolutions for issues, complaints, and service requests.
- Handled multiple chat interactions simultaneously, achieving high customer satisfaction (Csat) through effective communication.
Education
BSC - Information Technology
Mumbai University
MumbaiSkills
- Project delivery efficiency
- SLA/KPI monitoring and performance tracking
- Budget management
- Process documentation
- Client Engagement
- Customer relationship management (CRM)
- Team leadership
Websites
Certification
Contextual Master certification in partner type robo automation.
Timeline
Assistant Manager
Tata Consultancy Services
01.2025 - Current
Team Leader
Tata Consultancy Services
10.2021 - 12.2024
Senior Process Associate
Tata Consultancy Services
07.2017 - 10.2021
Process Associate
Tata Consultancy Services
06.2015 - 07.2017
Client Relationship Officer
Hinduja Global Solution
04.2013 - 05.2014
BSC - Information Technology
Mumbai University