Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Sundar Parab

Sundar Parab

Customer Support Representative
Mumbai

Summary

Experienced customer support and operations professional with a proven track record in client relations, dispute resolution, and process optimization. Demonstrates expertise in regulatory compliance, documentation control, and CRM systems, including Salesforce proficiency. Adept at training and development, team handling, and multitasking within high-pressure environments. Skilled in data analysis, problem-solving, and maintaining meticulous reports to ensure operational excellence. Career focus lies in leveraging strong communication skills and advanced MS Office capabilities to drive efficiency and enhance customer satisfaction.

Overview

11
11
years of professional experience
2013
2013
years of post-secondary education
3
3
Certifications
3
3
Languages

Work History

Customer Support Officer

Tech Mahindra Ltd.
03.2024 - Current
  • Working as Consumer Support Officer at Nodal Desk handling client relations for TransUnion CIBIL.
  • Handling consumer disputes related to Cibil reports (credit reports), ensuring timely investigation and resolution in accordance with CIBIL and RBI regulatory standards.
  • Collaborating with credit institutions (Banks, NBFCs) to validate, correct, or update disputed information on credit reports.
  • Managed a high volume of disputes through CIBIL's dispute management portal, ensuring adherence to TAT (Turnaround Time) requirements.
  • Communicating with consumers to gather supporting documentation, and to provide clear, professional updates on case progress and outcomes.
  • Ensure to follow guidelines issued by the Reserve Bank of India (RBI) and other regulatory bodies concerning credit information management.
  • Analysing dispute patterns to identify potential data discrepancies, and recommend process improvements to reduce dispute recurrence.
  • Coordination with the data operations and technical teams to resolve systemic errors affecting credit data accuracy.
  • Supporting new team members through knowledge sharing and best practice sessions to enhance overall team performance.

Senior Documentation Executive

Suntuity REI LLP
08.2022 - 12.2023
  • As a Senior Documentation Executive in the Deal Acceptance & State Incentive department, I played a crucial role in ensuring the efficient processing of sold projects.
  • My responsibilities included meticulous data dumping, deal addition, project allocation, day-to-day project processing and data management in excel sheets.
  • Actively handled the Deal Acceptance (DA) mailbox, responding promptly to inquiries and ensuring seamless communication flow.
  • Generated and sent daily project sold reports to management and stakeholders, providing real-time project status updates.
  • Conducted thorough reviews and quality checks of projects accepted through the Deal Acceptance process, ensuring adherence to established standards.
  • Collaborated with the onshore team by attending weekly meeting calls to discuss monthly targets and receive updates on new processes.

Team Coach (Operations)

Powerweave Software Services Pvt. Ltd
09.2018 - 08.2022
  • In the capacity of a Team Coach, my primary responsibilities encompassed comprehensive process training for new team members, ensuring daily quality checks (QC) of their work, and maintaining meticulous reports on team productivity, accuracy, and attendance.
  • Compiled and forwarded comprehensive monthly reports to the Team Leader and management, highlighting key metrics and trends.
  • Sent daily End-of-Day (EOD) and Month-to-Date (MTD) Accuracy reports to the client, showcasing the team's performance transparently.
  • Participated in client calls alongside management to address errors, discuss updates, and ensure alignment on expectations.
  • Effectively cascaded information from client calls to the team, fostering a collaborative and informed work environment.

Senior Associate

HDFC Standard Life Insurance Company Ltd
04.2018 - 08.2018
  • Worked as an operation team member in Policy Servicing - Health department.
  • Employed proficient use of Life Asia, TEBT web software, and Wonders for streamlined operations.
  • Executed comprehensive pre-insurance and post-insurance policy servicing activities with precision.
  • Specialized in crafting MIS reports focused on pre-insurance cancellation and Health cancellation Turnaround Time (TAT), ensuring accuracy and timeliness.
  • Managed daily activities related to the fund transfer of stale cheques.

Back Office Executive

Powerweave Software Services Pvt. Ltd
03.2016 - 04.2018
  • Performed accurate and efficient data entry by entering incoming purchase orders into pre-defined web forms.
  • Maintained a keen focus on data accuracy, implementing quality assurance measures to minimize errors in the data entry process.
  • Prepared and maintained detailed daily MIS reports, offering a clear overview of the volume and accuracy of data entry tasks completed.

Junior Associate - KYC

ICICI Securities Pvt. Ltd
05.2014 - 02.2016
  • Managed telecalling activities with a focus on customer engagement and the KYC process.
  • Ensured adherence to KYC guidelines and maintained a high level of accuracy in customer data verification.
  • Prepared and maintained daily MIS reports for the KYC process, providing real-time insights into key metrics.
  • Conducted thorough scrutiny of account opening documents, ensuring compliance with regulatory requirements.
  • Efficiently inwarding verified documents into the system, contributing to an organized and streamlined workflow.
  • Addressing document-related rejections by proactively coordinating with customers through telecalling.
  • Resolved issues promptly, maintaining a positive customer experience throughout the process.
  • Closely working with sales team for smooth process of account opening for consumer.
  • Contributed to successful project completion by tracking progress and updating team members regularly.

Education

Bachelor of Commerce (B.Com) - Commerce & Accounts

Mahatma Phule College of Arts, Commerce & Science
Mumbai, MH
03.2011 - 03.2014

HSC - Commerce

Maharashtra High School No. 2 Junior College
Mumbai, MH

SSC -

Maharashtra High School No. 2
Mumbai, MH

Skills

  • Employee training
  • Team leadership
  • Strong task management
  • Proficient in MS Office
  • Strong skills in Excel analysis
  • Effective verbal communication
  • Proficient in computer applications

Certification

Advance Excel Certification, Manipal Prolearn, 03/2018

Timeline

Customer Support Officer

Tech Mahindra Ltd.
03.2024 - Current

Senior Documentation Executive

Suntuity REI LLP
08.2022 - 12.2023

Team Coach (Operations)

Powerweave Software Services Pvt. Ltd
09.2018 - 08.2022

Senior Associate

HDFC Standard Life Insurance Company Ltd
04.2018 - 08.2018

Back Office Executive

Powerweave Software Services Pvt. Ltd
03.2016 - 04.2018

Junior Associate - KYC

ICICI Securities Pvt. Ltd
05.2014 - 02.2016

Bachelor of Commerce (B.Com) - Commerce & Accounts

Mahatma Phule College of Arts, Commerce & Science
03.2011 - 03.2014

HSC - Commerce

Maharashtra High School No. 2 Junior College

SSC -

Maharashtra High School No. 2

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Sundar ParabCustomer Support Representative