1. Bhavin S Bheda
Mobile: +91 9833714459 E-mail: bsb_3285@yahoo.co.in
It is my desire to work with a company which can help me grow professionally as well as on the personal front along
with growth of the company. I wish to work in a competitive environment which gives me a new challenge to
overcome and new frontiers to explore
SNAPSHOT
 A dynamic professional with over 9+ years of rich experience in Customer Service Sales, Technical
Support, Verification, Quality Control, Business Control and Business Co-ordination with well known
organizations.
 Interact easily with people of diverse backgrounds, cultures, and professional levels. Excellent
understanding of and ability to accommodate individual learning styles.
Highlights of Credentials
 Strong background in Quality check, continually monitoring ways for improving organizational
development.
 Hands on experience with Maker and Checker process in Business Control.
 Experience in Co-ordinating between different departments of the organization and the clients to get the
work closed on time.
KEY SKILLS
 Responsible for Co-ordinating and Collaborating between different stake holders of the organisation
 Experience with Maker and checker process for Business control Citi Australia
 Planning and Implementation of continuous improvement for Client Specific Metrics.
Rewards & Recognition
 Conducting daily, weekly & monthly awards & games based on performance, quality & schedule adherence.
CAREER SCAN
Since July’14: TCS as Business Co-ordinator Citi Asia (Operation Readiness)
Role:
 Primary role of raising ticket, Co-ordinating and Collaborating with different units of Citi Direct Asia (Citi
Corporate website).

2.  Interacting with the clients, technical, Testing and backend team to understand their requirements for
raising the ticket, procedure and resolve issues.
 Creating Conference Calls, meetings with the required departments on weekly basis.
 Billing procedure on behalf of TCS and remind the client of timely payments
 Maintain reports and data for clients, internal and external compliance checks.
Since Oct’12: TCS as Business Processor (Citi Australia Business Control)
Role:
 Performing Maker and checker process for Citi Australia Credit card applicant.
 Interacting with the client to set the policy and procedure and resolve issues.
 Training batch of new officer with the process and setting the right expectations.
 Maintain data and reports for client and for internal purpose.
Dec’11 – Oct’12: TCS-Eserve as Quality Analyst (Citi Australia Credit Operations))
Role:
 Responsible for the quality score of the process & team assigned.
 Conducting call listening session to share best practices along with the team.
 Organising team huddles to understand problems or issues faced in work environments.
 Cross geography monitoring across Mumbai & Manila sites.
 Cross geography End to End transaction monitoring.
Attainments:
 Spearheaded successful continuous improvement of performance amongst agents by coordinating with
Trainers & Team Leaders.

Sep’ 09 – Dec’11: TCS-Eserve as Sr Verification officer (Citi Australia Credit Operations)
Role:
 Verifying information provided by customer’s credit card application.
 Part of pilot team for cancellation restart & retention team.
 Responsible to implement process and handle all escalations application from supervisors
 Interact with Training Team to ensure effectiveness on the Floor.
Attainments:
 HP Sales Process: Best Performing Team Leader.
 Top Achiever Award for 2006 – 2007 (HP HHO Department)
 Top Achiever Award for Best SAS Team Lead – August 2007 & Dec 2007 (HP HHO Department)
Aug’ 06 – July’ 08: Sutherland Global Services Pvt Ltd, Mumbai as Team Coach & Technical
Support Officer (HP Tech)
Role:
 Up selling and providing technical support to customers for Hp Laptop & peripherals.
 Responsible for hourly SLA to meet business requirement.
 Team Mentoring to ensure Team Members have job satisfaction and delivered optimally.
Attainments:
 Received Excellent Performance Award for the Best Advisor on floor – Oct 2007 (HP Tech)
On the Job monitoring to trace best floor effectiveness.
Jun’05 – May’ 06: Excel Infoways as Sr customer Service Officer
 Sales officer for Dish Network & 3G UK

3. ACADEMIA
2005 B.Com.
IT Forte: Proficient in MS Office applications including Word, Excel, PowerPoint & System Administration.
PERSONAL SNIPPETS
Date of Birth : 12th
April 1985
Language Skills : English, Hindi, Kutchi, Marathi, Gujarati
Address : A/15, Om Pushpanjali Society, Pallavi Lane, Veera desai Road, Andheri (w),
Mumbai 400058
Passport issue Date : 14/07/2010
Passport Expiry Date : 13/07/2020
Hobbies
Long Bike Rides,
Trekking,
Listening to Music,
Playing Cricket,
Watching Movies.