Sanket Nanal
Mumbai
Summary
Adaptable professional with extensive experience in aviation, banking, insurance, and fraud prevention. Skilled in managing complex operations and supporting senior leadership while maintaining confidentiality and efficiency. Strong analytical and communication abilities, with a proven record of enhancing processes and ensuring client satisfaction. Committed to delivering excellence and fostering organizational success through innovative problem-solving.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Executive Assistant to Managing Director
Vijay Suraksha Realty LLP
Bandra
03.2024 - 11.2024
- Maintaining daily calendars of day to day activities, meetings, site visits, channel partner meets, national and international travel schedules and other works for the director.
- Following up with various in-house departments on daily updates at the site, current work in process and handling any escalations that would come from both the site and even with the customers.
- Personal Assistance Role
- Making purchases like apple smart watches, family jerseys for Indian Team during the recent world cup for the Managing Director and his family.
- Monthly reminders of credit card and investment payments of the director.
- Managing and procuring tier 1 visa's for the director and his family.
- Administrative Roll
- Overlooking prize/ gifts distribution during various ceremonies or in house Diwali parties in the office.
- Have worked alongside the HR team to create a company and department hierarchy in .ppt format.
- Procuring expense data from the purchase and marketing departments on a monthly basis for the director to plan future tasks and programmes.
Fraud Specialist II
J P Morgan Chase
Malad
10.2019 - 06.2023
- Identified and profiled callers to ensure authenticity of bank customers and prevent fraud.
- Monitored financial transactions and account activities to detect suspicious patterns.
- Utilized fraud detection tools and data analytics to identify and mitigate risks.
- Maintained detailed documentation, reports, and evidence logs for audits.
- Recommended process improvements and preventive measures to reduce fraud exposure.
- Resolved disputes and verified transactions through effective communication with customers and merchants.
- Rewards and Recognition
- Recognized as Most Appreciated Champ for February 2023.
- Acknowledge Service Excellence Team for November 2022.
Executive Assistant to Managing Director
Vijay Suraksha Realty LLP
Thane
11.2017 - 08.2019
- The role required me to be available at all times and on all days. Maintaining confidentiality to the highest degree.
- Maintaining daily calendars of day to day activities, meetings, site visits, channel partner meets, national and international travel schedules and other works for the director.
- Keeping a track of the Directors bills like credit card, phone, mileage plus cards etc. and keeping him informed of it on a monthly basis.
- Following up with various departments both in the office and at the site on progress of the work.
- Managing his travel itinerary, activating and deactivating the roaming facility for the director and his family.
- Managing meeting agendas of all internal and external customers with effective and smooth operations.
- Manage and watch out for all outgoing emails for the director, draft responses, acknowledge email and other correspondences and maintain a database for it.
- Accompanying the director only during key site visits and partner meetings.
- Drafting of the Letter Of Intent (LOI) and coordinating with the legal department in the creation of agreements of lease.
- Procuring daily reports from all concerned departments. Reports like Purchase report, creditor report, Sales reports, Customer Satisfaction and feedback report and Overall Business report.
- Face to face and end to end grievance handling of vendors and customers and keeping them informed of the next course of action while their grievances are being looked into.
- On the director's request worked alongside the website designing team and made sure that it was ready for launch a day before the project launch date.
- Personal Assistance Role
- Commissioned and installed a biometric units at the Directors family home and a site offices.
- Keeping track and reminding the Director of his and his families vehicle insurance renewal and making sure the accounts department have made the payments on time.
- Administration & Facilities Role
- Facilitating assistance to brokers and customers during site visits.
- Oversee day-to-day administrative operations to ensure smooth workflow.
- Handle confidential documents and ensure compliance with data protection policies.
- Ensure a safe, clean, and efficient working environment.
- Coordinate with external vendors and contractors for maintenance, cleaning, security, and utilities.
- Manage seating arrangements and support office expansion or relocation projects.
- Maintain an inventory of office equipment, furniture, and assets.
- Ensure access control systems and visitor management protocols are in place.
- Coordinate with security personnel to maintain a safe workplace.
Sr. Specialist I
J P Morgan Chase
Malad
12.2014 - 10.2017
- Communicate with merchants, acquirers, and cardholders to obtain necessary documentation and clarification.
- Analyze evidence, transaction history, and network data to determine dispute validity.
- Process chargebacks, representments, and adjustments in compliance with card scheme and regulatory requirements.
- Monitor trends in disputes and chargebacks to recommend process or policy improvements.
- Stay updated with industry regulations, card network rules, and best practices in dispute management.
- Initiated and organized team-building activities, including quizzes and games.
Sr. Customer Service Advisor
Serco (I) Pvt. Ltd.
Nesco Centre
04.2013 - 11.2014
- Handling new flight bookings, flight changes and cancellations.
- Managing call escalation during flight disruptions and other service complaints.
- Handling email responses for queries and complaints.
- As a supervisor I had to floor walk and manage any on call escalations at all times.
Insurance Executive - Inbound Calls / Back Office
Prudential Process Management Services Ltd.
Powai
11.2005 - 03.2012
- Managed end-to-end processing of annuity setups for UK customers at both new quotation and final acceptance stages, ensuring timely and accurate commencement of annuity payments.
- Processed and maintained annuity portfolios for UK clients of external partner Royal London, ensuring compliance with service-level standards and client agreements.
- Conducted audits for the Annuity Processing & Validation (APV) team, verifying all processed annuities prior to payment commencement.
- Requested and reconciled refunds of outstanding balances from partners; ensured accurate banking and matching of funds to corresponding annuity payouts.
- Handled complex annuity cases requiring actuarial coordination, ensuring precision, accuracy, and avoidance of duplication or data discrepancies.
- Maintained Management Information System (MIS) reports tracking quotation volumes, daily output, and overall team performance.
- Trained and mentored new hires; conducted refresher sessions on product, system, and process knowledge to ensure consistent operational quality.
- Collaborated with IT teams for testing new software applications, identifying system gaps, and providing user feedback for process optimization.
- Provided data and insights to the internal newsletter team, including monthly MIS reports on sales, revenue, and customer activity trends.
- Served as Breach Coordinator, reporting potential breaches to regulators and documenting corrective or preventive actions in line with compliance requirements.
- Handled inbound customer calls for annuity and pension services, addressing payment details, change requests, and resolving complaints and grievances with professionalism and empathy.
- Acted as Financial Integrity Champion, auditing and investigating data update errors related to customer bank and address details; provided feedback to prevent recurrence.
- Performed floor-walking and supervised call escalations, offering real-time guidance and ensuring first-contact resolution.
- Generated and analysed MIS reports for customer satisfaction (Viewscast) metrics, tracking performance across teams and departments.
- Delivered Next Generation Voice (NGV) training, focusing on soft skills, communication quality, and customer experience, followed by performance monitoring and feedback sessions.
- Managed inbound calls related to investment bonds, including taxation, partial/full surrenders, and daily bond valuations, ensuring accuracy and compliance.
- Coordinated transport logistics for team members; maintained MIS on attendance, absenteeism, and transport-related issues to ensure smooth operations.
Insurance Associate - Inbound Call Centre
EFunds International (I) Pvt. Ltd.
Mumbai
06.2003 - 11.2005
- Managed end-to-end processing of remortgage transactions for Halifax Bank, overseeing all stages from issuance of the initial mortgage offer to final completion.
- Coordinated with clients and internal stakeholders to obtain outstanding documentation, ensuring accuracy, compliance, and smooth execution of the remortgage process.
- Maintained and updated daily attendance records for all employees within the unit, ensuring accurate reporting and HR compliance.
- Handled inbound verification calls from US-based banks, validating customer credentials and assessing the credibility of prospective account holders in accordance with banking policies.
Education
T.Y.Bcom - Biz. Mng.
St. Xavier's College - Mapusa Goa
Mapusa, Goa01.2002
H.S.C - Maths
St. Xavier's Higher Secondary School
Mapusa, Goa01.1999
S.S.C. -
St. Brittos's High School, Goa
Goa01.1997
Marketing
Institute of Technology & Management ITM
Vile ParleSkills
- Calendar management
- Team collaboration
- Effective communication
- Appointment setting
- Event planning
- Staff management
- Administrative support
- Conflict management
- Fraud detection
- Customer relationship management
Certification
- Second place for Southern India Hindi Examination - 1994.
- Second place for Taluka level Badminton Tournament in Goa - 1996.
- Winner of All Goa Badminton, doubles category in Goa - 1997.
- Captained and was felicitated as the 1st runner up for corporate WNS Bowling competition for Prudential - 2007.
- A certified Social Entrepreneur through the Power To Lead program between 2012-13.
Hobbies and Interests
- Creating new Art
- Competitive Scrabble
- Trainee Marathoner
Languages
- English
- Marathi
- Hindi
Personal Information
- Date of Birth: 09/14/81
- Nationality: Indian
- Religion: Roman Catholic
Promotions Or Marketing Activities
10 days house to house promotion of Nandini Good Life milk tetra packs in Goa, for the Karnataka Milk Federation.
Timeline
Executive Assistant to Managing Director
Vijay Suraksha Realty LLP
03.2024 - 11.2024
Fraud Specialist II
J P Morgan Chase
10.2019 - 06.2023
Executive Assistant to Managing Director
Vijay Suraksha Realty LLP
11.2017 - 08.2019
Sr. Specialist I
J P Morgan Chase
12.2014 - 10.2017
Sr. Customer Service Advisor
Serco (I) Pvt. Ltd.
04.2013 - 11.2014
Insurance Executive - Inbound Calls / Back Office
Prudential Process Management Services Ltd.
11.2005 - 03.2012
Insurance Associate - Inbound Call Centre
EFunds International (I) Pvt. Ltd.
06.2003 - 11.2005
T.Y.Bcom - Biz. Mng.
St. Xavier's College - Mapusa Goa
H.S.C - Maths
St. Xavier's Higher Secondary School
S.S.C. -
St. Brittos's High School, Goa
Marketing
Institute of Technology & Management ITM