Vishwa Sonawane
Senior Operations Specialist
Mumbai
Summary
Experienced Operations Specialist skilled in financial operations and client management. Astute insight into back-office operations, an organized and dependable candidate successful at managing multiple priorities with a positive attitude. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Seeking to secure an opportunity to fully utilize experience and skills, while making a significant contribution to success of the company.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Senior Operations Specialist
BillDesk, IndiaIdeas.com Ltd
Mumbai
05.2022 - Current
- Established strong relationship with Google Pay team, banks (HDFC, ICICI, Axis bank), customers and merchants and managed over 3000 UPI transaction queries per day.
- Ensured all BBPS and Non BBPS queries received from Google Pay team, banks, customers, merchants and PAN India BillDesk offices are addressed and resolved
- Raised Disputes/Complaints to NPCI for settlement proofs and closed chargeback cases by providing relevant documents
- Ensure daily closure of customer interactions across all channels and ensure defined SLA is met by effectively liaising with internal stakeholders across functions and external stakeholders
- Share daily bank refund files with Google Pay team
- Worked independently to accomplish tasks and interact across functions to resolve issues. Maintaining and publishing daily MIS to managers
- Ensure operations are in line with legal and regulatory framework
- Ensure TAT and metrics are maintained for servicing key clients and customers
Relationship Manager
The Lodha Group
Mumbai
10.2018 - 06.2020
- Built and maintained relationships with new and existing clients while providing high level of expertise. Managed over 50 customer calls and emails per day.
- Participated in industry events and trade shows to promote products and services.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Participated in staff meetings to discuss innovative strategies to improve services.
Senior Associate
Willis Towers Watson India Pvt. Ltd
Mumbai
05.2015 - 07.2017
- As part of P&C, gather client information, exposure and risk for commercial insurance renewal
- Liaise with other departments and provide support to them
- Established strong clientele relationship with customers and offer information about price quotes to prospective customers
- Projects and Initiatives:
- OPEX: Operational Excellence – Process Mapping - Worked with team of 5 professionals in developing customized solutions which streamline workflow, improve performance and reduce costs
- Assisted in transferring customer database to updated on-line system resulting in more proficient working environment
Sr. Specialist
J.P. Morgan Chase Bank
Mumbai
10.2011 - 04.2015
- Handling customer queries (Credit card division) Statement queries, Payments related inquiries, Account Closure. Managed over 70 customer emails per day.
- Provide customers with exceptional service via email regarding monthly statements, payments, refunds and basic information about products and services
- Provide prompt, courteous, and professional service to every customers
- Document all necessary information pertaining to accounts accessed
- Ability to multi-task; navigating accounts while handling customer requests
Education
Bachelor’s Degree – Graduate - Commerce, Accounts
Smt. MMK College of Commerce And Economics
Bandra West, Mumbai 06.2007 - 05.2010
Skills
Verbal and written communication skills
undefinedTimeline
Senior Operations Specialist
BillDesk, IndiaIdeas.com Ltd
05.2022 - Current
Relationship Manager
The Lodha Group
10.2018 - 06.2020
Senior Associate
Willis Towers Watson India Pvt. Ltd
05.2015 - 07.2017
Sr. Specialist
J.P. Morgan Chase Bank
10.2011 - 04.2015
Bachelor’s Degree – Graduate - Commerce, Accounts
Smt. MMK College of Commerce And Economics
06.2007 - 05.2010
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