1. Mr. Nitin H Ahirwar
13, Karira Nagar, Section 1,
Santacruz (East),
Mumbai – 400 055.
Mobile: +91 – 9819 795080
E-mail: nitin.ahirwar2@gmail.com
PROFESSIONAL PROFILE
CORE COMPETENCIES
 Operations Management; Interacting with clients through e-mails and daily Conference Calls to review and resolve
operational issues as well as implementing new process & procedure changes. Conceiving/implementing short/long-term
business plans for achievement of organizational goals and objectives. Conceptualising, implementing & stabilising initiatives
to standardise processes and uniformly implement best practices across different BUs and functions as applicable.
 Process Management; Monitoring overall functioning of processes, identifying improvement areas and implementing
adequate measures to maximize customer satisfaction level. Creating & implementing workflows to facilitate improvements
by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance products and services.
Conceiving/rewarding continuous improvement initiatives and ensuring seamless integration into the Production
environment.
 Quality Management; Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the
SLAs and work processes. Setting out quality standards for various operational areas and ensuring adherence to quality
standards by conducting quality audits & calibrating the scores with quality team.
 Team Management; Identifying and implementing strategies for building team effectiveness by promoting a spirit of
cooperation between team members. Planning targets, monitoring numbers and achievement of overall targets on a daily,
weekly & monthly basis in adherence to the pre-set standards. Interacting with employees to plan their development and
evaluating the progress made as well as provide development opportunities, coaching and resources.
CAREER HIGHLIGHTS
September 2005 – Till date
Current Designation - Assistant Manager
Multi Commodity Exchange of India Ltd.
Key Responsibilities
 Supervising a team of 14 Executives.
 Handling escalations from Sr. Executives / Executives. Single-handedly resolving escalated issues which are reported
directly by Members to BD Heads / Department HOD.
 Providing feedback to HOD on escalated matters. Also cascading crucial and vital information related to market
abnormalities and Exchange Network issues pertaining to connectivity delays, broadcast problems, etc. reported by the
Exchange Members.
A professional with nearly 10 years and 6 months of total experience. Well versed in managing, motivating and leading team
for running successful business process operations with proven ability of achieving Service Delivery/Process Targets. A
thorough professional with a proactive attitude, capable of thinking in and out of the box, generating new design solutions
and ideas. Proficient at maintaining cordial relationship with clients, ensuring quality and service norms, thereby achieving
customer satisfaction. A skilled communicator with excellent relationship management, leadership, interpersonal and
analytical skills.

2.  Active participation in NPN-POP implementation project by canvassing to the Members about the benefits of POP and
getting maximum applications.
 Co-ordinating with HOD’s of various departments for smooth functioning and in resolving Member grievances.
 Preparing Monthly, Weekly and Daily Call and Email Analysis Reports and discussing the same with the HOD.
 Handling internal & external audits efficiently with 100% compliance.
 Planning Training Modules – New Hires/Current Employees.
 Updating the team on new processes, changes, circulars, etc.
 Supervising calls of new joinees and juniors on real time basis, guiding them and enabling timely call closures with
reduced call handling time.
 Planning and preparing rosters to ensure maximum manpower availability from 8:00 hrs in the morning till midnight 00
hrs.
 Supervising various Departmental processes such as Call/E-mail Handling, Team Trainings (Internal/ External/ Team
Presentations/ Trainings for New Joinees), Online Member Feedback and other major Exchange events conducted by
Exchange such as Mock Trading and New Version implementation, as per the Department Standard Operating
Procedure (SOP).
 Successfully handled and led the annual Online Member Feedback Process since 2007.
 Implementation of 'Premium Customer Support Desk' in December 2010, in order to provide exclusive support & service
to top 50 Members.
 Undertaken primary responsibilities in implementing CRM from testing phase to up – gradation in the year 2007.
 Having placed under deputation for four months in the Business Development domain of MCX Stock Exchange (MCX-
SX), at the time of launch in 2008 to offer "Currency Trading Platform' to Banks & HNIs.
 Responsible for providing & arranging team trainings for team building competency & enhancing fast resolutions.
 Doing call audits of new joiners & giving prompt guidance in order to ensure quick call resolution in the team.
 Effectively answering queries of members through voice & email.
 Official visits to Members for business prospects.
 Personal Meet with Members at Exchange Square for resolving doubts and providing clarifications on Exchange Market
Operations (Trading, CNS, Delivery, Spot) and Membership & Compliance matters.
October 2004 – August 2005
Designation – Team Leader
Worked with Alphabetics Computers.
Key Responsibilities:
 Leading Tele Marketers for up selling AIRTEL Post-paid scheme.
 Daily monitoring of feedback & converts leads generated.
 Achieving 100% customer base who has been dissatisfied with customer service, identifying problems, coordinating
closely with operations to regain their confidence & develop a win – win situation.
 Training the new team members.
 The final objective is exceeding target & to increase individual productivity.
August 2003 – September 2004
Designation: Sr. Sales Executive
Vijay Laxmi Auto Deals.
Key Responsibilities:
 First point of contact for all the customers in the outlet.
 Getting business from new & existing customers by initializing & creating needs.
 Conducted presentations & Product Demonstrations to Senior Managements & Group Company Exhibitions.
 Responsible for back office work of the entire outlet like petty cash & accounting journals.
ACADEMIC
B.Com. EIILM University (Sikkim) in 2011

3. H.S.C. Mumbai University in 2000
S.S.C. Mumbai University in 1998
Certification. Cleared MCCP Examination (Commodity Exam)
COMPUTER LITERACY
 English Typing 40 w.p.m.
 DOS, Windows, MS – Word, MS – Excel, MS – Power Point, Basics in Internet & HTML.
KEY COMPETENCIES
 Strong interpersonal skills & able to work effectively with all levels of staff.
 Excellent organizational skills, ability to set priorities, attention to details and is tenacious with follow – ups.
 Convey a strong positive personal & professional image with excellent standards of professional behaviours & ethics.
 Team player highly motivated, energetic, resourceful & friendly.
 Service – oriented, flexible & able to work under pressure.
 Demonstrates accountability & ownership.
 Reliable, timely & flexible.
 Effective in time management.
EXTRA CURRICULAR ACTIVITIES
 Achieved certificates in Sports.
 Participated in "Time Shield Cricket Tournament' (Season Cricket) on behalf of MCX.
PERSONAL DETAILS
Date of Birth: 2nd of April 1983.
Passport No: M2614821
Languages Known: English, Hindi & Marathi.
Place of Birth: Mumbai.
Gender: Male.
Marital Status: Bachelor.
Your's Sincerely,
(Nitin H Ahirwar)