Akshay Suvarna is seeking positions in operations/process management and client relationship management. He has over 12 years of experience in banking operations, mortgage process management, training, and client relationship management. He is a dynamic professional who is solutions-driven and customer-centric with strong communication, organizational, and client relationship management skills. He has experience leading teams and developing procedures to improve business excellence and meeting service level agreements.

1. Akshay Suvarna
Mobile:9930848772 Email:akshay.suvarna12@gmail.com
Seeking assignments in OPERATIONS/PROCESS MANAGEMENT & CLIENT RELATIONSHIP
MANAGEMENT with a growth oriented organization
CAREER OVERVIEW
A dynamic professional with 12 years of rich experience in Banking Operations, Mortgage
Process Management, Training & Client Relationship Management. Deftness in handling &
leading teams for running successful process operations & experience in developing
procedures/service standards for business excellence. Solutions-driven, customer centric
professional with experience in handling all aspects of service functions. Experienced in
managing overall functioning of processes & implementing processes in line with pre-set
guidelines. Possess excellent interpersonal, communication & organizational skills with proven
abilities in customer relationship management.
ORGANISATIONAL SCAN
12/08/2013-till date with Altisource Business Solutions Ltd as a Team Leader
Key deliverables:
 Responsible for ensuring team meets the clients SLA for production and
accuracy on a consistent basis.
 Monitor workflow and delegate work accordingly in order to meet the
compliance requirements of the client.
 Formulate plans and practises that enables the team to maximise their
output in terms of productivity and accuracy
 Identify and mentor/coach bottom performers in the team.
 Pitch in the teams production as per situational demands
 Identify bottle necks impeding forward movement of files, done via daily
reviews of inventory
 Effectively and efficiently coordinating with various stake holders of an
REO sale transaction to ensure the file closes as quickly as posible.
 Monitor the closing process, resolve problems and complaints by
interacting with various supporting teams and provide assistance as
needed to close the sale.

2. 2
 Regular Team huddle to identify any communication gap and provide
process update requirements in a timely manner.
 Ensure quality audits are reviewed and discussed with the team to ensure
that the errors are not repeated.
 Positively respond to peak work volumes and be able to work under
pressure, extra hours if required and have a motivating influence on the
team.
 As a Lead Resolver for the business unit investigating escalations raised
for all 3 teams across geographies, ensuring the concerned individual
Resolves the complaint & takes it to satisfactory closure.
Additional Responsibilities
 Lead Business Unit Resolver for Icase Work escalations
 Handling critical activities involving movement of files from Premium
Title Service to buyer chosen Title service
Performance Highlights:
 Part of the Docusign Project during roll out for the entire Document
Processing team.
 Groomed team members to prepare themselves for future roles both at
horizontal & vertical levels. One of the team members has been successful
in getting promoted as a Lead with a different unit within the
organisation.
1/08/2009 to 31/07/2013 with Hutchison 3 Global Services Ltd. Profile as Team Leader
Key deliverables:
 Part of a Pilot process in Vodafone Australia
 Ensuring delivery on key SLA metrics
 Identify Process gaps which can help increase efficiency
 Provide guidance to an 18 member team based on Management guidance
 Provide analysis of data at individual & team level
 Highlighting Problem Incidence to business/backend operations to
enhance customer satisfaction.
 Setting of targets to be achieved by team members which are in line with
the client targets.
 Grooming team members for different roles (viz-Knowledge coach,
quality coach, call controller, Team Leader)

3. 3
 Identify & manage revenue leakage & ensure it is within department
budgets
 Managing absenteeism within department targets.
 Grooming & up skilling team members in customer management.
 This in turn should help in achieve Customer satisfaction (CSAT)/NPS
scores as laid down by the business.
 Preparing & publishing the capacity report for the entire department
based on occupancy.
 Additional responsibility included department level root cause analysis of
repeat calls into the contact centre.
 The goal was to reduce the number of repeat calls which in turn would
result in lower call volumes & save on costs.
 Trained the VF Prepay department on the Electronic white listing
process.
 Managing Department abandoned levels within threshold.
Performance Highlights:
 Awarded the Best Team for the month of Jun, Jul, Nov’10 & Jul’11.
 First Team in Vodafone Prepay to achieve 60%+ promoter scores in CSAT
(Dec’10).
 First Team to achieve a perfect 100 in all CSAT parameters for Jun’10
 Piloted the Prepay Save process which included training the entire VF
Prepay department & reporting save numbers to business.
 Awarded the Best Team for IDARE campaign for Feb’12
01/10/07-01/07/09 with CGSL/TCS E-Serve. Profile as Team Manager/Trainer
Key deliverables:
 Handling the NRICC site in Mumbai.
 Ensuring delivery on key SLA metrics
 Hiring of fresher/experienced candidates for the post of Citiphone
customer service officer.
 Conducting NRI process training for new joinees.
 Motivating team members to enhance their performance.
 Highlighting Problem Incidence to business/backend operations to
enhance customer satisfaction.
 Setting of targets to be achieved by team members which are in line with
the client targets.

4. 4
 Conducting 6 monthly performance appraisals.
 Acting as a link between the team members & Senior Management by
highlighting any employee problem areas.
 Delegation of work/responsibilities to individuals.
 Ensuring customer focus to enhance end client experience.
 Conducting Rewards & recognition program for team members.
 Conducting refresher training for existing employees.
 Guiding team members to achieve their monthly & weekly SLA targets.
 Member of the Audit handling team-PRR,CCR and ARR
 Core Member of the migration team when process was migrated from
Citibank N.A to CGSL Chennai
 Part of the team which created the training documents during process
migration
 Coordinator for “Continuity of Business” to ensure smooth & non-stop
functioning of unit operations.
 Monitor & ensure that the “Total (Customer) satisfaction Factor” level is
achieved by unit.
 Compile process notes for critical functions of the unit.
Performance Highlights:
 Awarded the Best Team Manager for the month of Feb'09.
 Best Team Award Feb’09
01/10/06-01/10/07 with Citibank NA(NRI Citiphone).Profile as senior supervisor
Key deliverables:
 Handling performance of a 9 member Team.
 Call evaluation to drive overall quality scores.
 Regular feedback sessions with team members.
 Ensuring delivery on metrics.
 Handling escalation calls.
 Identifying problem areas/hindrance in good customer service.
 Handling client queries on floor.
11/06/2004 to 01/10/06 with E-Serve International Ltd. Mumbai.
Profile as Junior Processing Officer
Key deliverables:
 Handling inbound calls for Non Resident Indian A/c. customer queries.

5. 5
 Making outbound calls on behalf of Navigation Team for Fraud Detection
and transaction confirmation.
 Handling supervisory calls
 Managing Transport schedules of staff
 Day 2 reviews of transaction calls
 Managing KYC related documentation for NRI accounts.
 As part of AML process out call customers across all continents to validate
transactions for incoming NRI funds.
Performance Highlights:
 Awarded Star of the month for Aug'05
 Promoted to the post of back up supervisor within 18 months of joining
based on consistent good performance
09/04/2003 to 09/06/2004 with ABN-AMRO CENTRAL ENTERPRISESSERVICES. Profile as Executive -
Bank by Phone
Key deliverables:
 Acting as Co-coordinator between the Bank & the Customers.
 Providing information of Banks products to prospective customers to suit
their individual needs.
 Handling Kiosk Calls
 Bank Transactions: taking request and processing the same viz. Cash
deposits/ withdrawals, fund transfers, fixed deposits etc.
 Handling Account queries of the Customers.
 Using customer feedback to enhance products.
Performance Highlights:
 Achieved “Perfect Score” six times in Mystery Shopping exercise
conducted by the company.
 Awarded “Six Sigma Yellow Belt” by Six Sigma Alchemy (P) Ltd.
Management Consultants.
08/05/2002-12/10/2002 with NIIT SWIFT POINT. Profile as Counselor
Key deliverables:
 Providing information about various courses offered by the Institute to
the prospective students.
 Convincing prospects to opt for the courses best suited to them.
01/05/99 to 31/5/99 with CMS Computer Institute. Profile as Marketing Executive

6. 6
Key deliverables:
Marketing various Hardware and software courses offered by the Institute.
ACADEMIC CREDENTIALS
Currently pursuing MBA(part time) from L.N Welingkar Institute ofManagement
Development Research
VOCATIONAL QUALIFICATIONS:
Completed (ACD.NET)course from BOSTON`S COMPUTER Institute (Borivali).
Subjects covered (1) C Programming (2) V.B. 6.0 (3)Oracle 8i (4) HTML (5) XML (3)
Oracle 8i (4) HTML (5) XML.
PERSONAL DETIALS
ADDRESS A-401, RAMAYAN CHS,
KANDARPADA, DAHISAR WEST,
MUMBAI – 400068, (INDIA)
MOBILE (91) 9930848772/9920223271
DATE OF BIRTH NOVEMBER 12, 1980
E-MAIL ID akshay.suvarna12@gmail.com
OTHER INFORMATION:
Extra Curricular Activities:
 Obtained First Class in English Scholarship held in 1992.
 2nd
Prize in Elocution competition held on 28/3/93
 2nd
class in Hindi Scholarship held in February 1994.
 2nd
prize in College skit competition held in February 2001
 1st
prize in inter college quiz competition held in December 2002.
DEGREE/DIPLOMA UNIVERSITY YEAR OF PASSING
SSC MUMBAI MAR-1996
HSC MUMBAI MAR-1998
T.Y.B.com MUMBAI OCTOBER 2003

7. 7
Languages known: 1) English (2) Hindi (3) Marathi & (4) Tulu.
Hobbies: Traveling & exploring new places both in India & abroad with the
intention of learning & understanding the different culture nuances, music,
adventure sports especially scuba diving, reading nonfiction books especially
business/corporate related.
AKSHAY SUVARNA