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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
 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
 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
 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
 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
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
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Akshay Resume1

  • 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