Vishal Hanmawale
Assistant Manager
Pune,MH
Summary
I am a results-driven banking professional with a proven track record of excellence and adaptability in dynamic environments. With expertise in diverse banking functions, I am committed to delivering exceptional results.
Overview
18
18
years of professional experience
1
1
Language
Work History
Assistant Manager
Tata Consultancy Services(TCS)
02.2016 - 08.2025
- Worked with cross-functional teams to address quality issues, and foster a culture of continuous improvement.
- Managed compliance activities, including transaction monitoring, screening for sanctions, embargo, and red flags.
- Prepared daily financial and operational reports, reconciliations, client settlement reports, and participated in goal-setting and appraisals.
- Scrutinized documents presented by customers to the bank for trade transactions.
- Communicated updated process changes post-client approval, conducted training, recruitment, and provided support during internal audits.
Sr. Customer Service Associate
Tech Mahindra Business Services Ltd
03.2013 - 07.2015
- Retained customers by tailoring the best deals and offers to meet their specific needs.
- Provided prompt feedback to the change management team and client, resulting in a reduction in customer churn.
- Achieved customer retention targets and met all KPIs consistently.
- Fostered strong client relationships through active listening, empathy, and a deep understanding of their unique requirements.
- Successfully de-escalated escalated calls and found effective solutions to align with client expectations.
- Efficiently managed high-volume call queues while upholding service quality and meeting response time standards.
Senior Customer Service Agent
Mphasis an HP Company
08.2010 - 03.2013
- Facilitated KYC processing for account opening, mortgages, credit cards, and loan servicing in the banking sector.
- Addressed customer inquiries through adept communication, and effective problem-solving strategies.
- Employed CRM software to monitor customer interactions, ensuring timely follow-ups and issue resolution.
Customer Service Advisor
3 Global Services Ltd
07.2009 - 02.2010
- Efficiently handled inbound calls to address customer inquiries and concerns.
- Provided coaching and quality feedback to new joiners in the team to ensure their professional development.
- Mentored team members to enhance their performance and productivity.
- Generated daily reports to track team performance and identify areas for improvement.
- Managed escalation calls to resolve complex issues and ensure customer satisfaction.
Senior Customer Service Associate
WNS Global Services
04.2007 - 06.2009
- Demonstrated efficiency in handling inbound calls.
- Consistently met quality parameters of AHT, and maintained high quality standards.
- Given the opportunity to provide floor support and manage calls in the absence of the TL.
Education
B.A - Economics
01.2001
- Professional Development Studies: Hotel Management and Tourism, 2002
12th - CBSE, English
01.1998
GPA: 52%
10th - CBSE, English
01.1996
GPA: 45.0%
Skills
Operational efficiency management
Collaborative team management
Facilitating performance review processes
Budget optimization
Strategic decision-making
Talent acquisition and assessment
Responsive to new challenges
Cross-functional collaboration
Strategic issue analysis
Workforce scheduling
Proficient in delegating tasks
Timeline
Assistant Manager - Tata Consultancy Services(TCS)
02.2016 - 08.2025
Sr. Customer Service Associate - Tech Mahindra Business Services Ltd
03.2013 - 07.2015
Senior Customer Service Agent - Mphasis an HP Company
08.2010 - 03.2013
Customer Service Advisor - 3 Global Services Ltd
07.2009 - 02.2010
Senior Customer Service Associate - WNS Global Services
04.2007 - 06.2009
- 12th, CBSE, English
- 10th, CBSE, English
Pune University - B.A, Economics
Additional information
Languages: English, Hindi, Marathi