Heramb Raval

Heramb Raval A 3 Rose Heights, Near Astha Hospital & Lokseva Petrol Pump, Purana Nagar – Chinchwad, Pune Email:- Mobile:- Career Objective To gain an insight into and have practical knowledge of a challenging atmosphere and strive to achieve organizational and personal objectives.  Education I have given Cambridge IELTS General Module and Secured Overall Band 7.0 Post Graduate Diploma in Business Administration (Finance) April 2005 Institute for Technology & Management, Bangalore Two Year Program Bachelor of Commerce March 2002 K.J.Somaiya College of Arts & Commerce, Vidhyavihar - Mumbai Three year program. Work Experience Tata Consultancy Services (20th May 2015 – Present) Senior Process Associate – Australian Client Working on orders as well as handling customer queries through inbound calls. Have been Cross Trained in 3 Different processes since joining the company. Working as a Case Manager for a Telecom Client from Australia. SNL Financials (30th September 2013 – 20th December 2014) Subscriptions Specialist – USA, UK, Asia Pacific & Europe Processing New Sale Orders Processing Renewal Orders. Applying Payments against the invoice. Processing other general orders. Vodafone India Services Pvt Ltd (29th September 2011 – 27th September 2013) Executive – Ireland Client Operations: Responsible to handle inbound calls from Dealers in Vodafone stores in Ireland. Apart from handling inbound calls, I was also responsible for responding to emails from store dealers and processing backend transactions. Since I was a part of the Pilot batch, I have also done floor walking for the process. As a part of additional responsibility, I have deputized my TL in her absence and have managed the SLA’s, Team and other reports. Work Force Management: Responsible for preparing various reports which were needed on daily and weekly basis by the management. Responsible for preparing Adhoc reports which were needed by the operations. Updating and maintaining roister on daily basis. Updating the Absenteeism report publishing on daily basis. Maintaining System Downtime tracker and ensuring there are no System issues on the floor which affects the production. Coordinating with the IT department and ensuring system issue are resolved at earliest. Attended calls with clients to discuss issues and preparation of reports. Floor walking as and when needed. EXL Services (15th November 2010 – 15th April 2011) Customer Care Executive, Emergency Road Services - US Client Locating the customer’s Location through Google maps. Co-ordination with the service providers. Ensuring timely service provided to the customers. Upselling Pep Boys Service to the customers. Convergys (September 2008 – March 2009) Customer Care Officer - Australian Client. Handling inbound calls from the store dealers and resolving their queries. Handling few inbound calls who are looking to migrate their MSISDN from Bill Pay to PayG or PayG to Bill Pay. HSBC Electronic Data Processing India Ltd. (31ST October 2005 – 30th June 2008) Processing Executive (Electronic Payments Services) Worked with Electronic Payments Services, which involves processing of semi automated payments as per the instructions given by the customers. I have been trained in Mixed Queues, Currency Repair, EX-UK Repair, EX-UK Checking and Sterling Repair Queues. It involves processing of ill formatted payments. It involves making calls to customers, relationship managers and business area to release payments. Ensure all currency cut offs are met to avoid delays and holdovers which requires the processing of high value payments before the Cut Offs. Team Coordinator: I had to monitor the queues and shuffle people in different queues as per business requirement. I was responsible to conduct DD (daily meetings) for the team in absence of my line manager. I was responsible to cascade important staff communications to the team. I was responsible to input time capture reports for the team. I was responsible to maintain various MI’s for the team. I was responsible to give feedback to the operators for losses and invalid sidelines. I was responsible to conduct monthly meets for the team. I helped line manager to conduct one to one for the team members. I have conducted various team outings and team activities for the team. I have helped the newly joined candidates by giving necessary hints and tips for achieving their targets and maintaining quality. I helped existing members of the team to get cross trained in other queues so as to manage the surplus time effectively. Training and Technical Support: During my tenure, I have been associated with several queues within my department. Hence my exposure has been vast. My experience has sought me to deliver my experience and process specific knowledge to others. My training capacity has been 9 operators till date. Achievements: Won award for Productivity and Quality for the month of January 2008. Won award for Productivity and Quality for the month of November 2007. Won appreciation for scoring 100% in first attempt for Web Based Training in GPS. Won appreciation for Productivity during the year 2007. Won appreciation for working on Invalid Sidelines Project. Won award for Productivity and Quality in January 2007. Won appreciation certificate for working on a project of “Reducing Invalid Sidelines” Was part of the team that won “ Team of the Quarter “ Projects: Bharat Sanchar Nigam Limited (2004): Analysis of Tendering System. Bharat Sanchar Nigam Limited (2005): Analysis of Accounting Policies and Procedures. System Skills: I have attended GNIIT course from NIIT, where I have acquired knowledge on MS SQL, Linux & UNIX operating System, HTML, DHTML, ASP, XML & WML I have a good grasp on MS Office Package and Tally ( Accounting Software). My Typing Speed is 45 WPM. Seminars Attended Attended Seminar on “Time Management and Tools of Time Management” Attended a Presentation on “Team Work” One day seminar on Derivatives in Bangalore Stock Exchange. One day seminar on “Equity Derivatives – The Experience so Far” by Mr. M. K. Anand, Bangalore Stock Exchange. Attended seminar given by Mr. Ranjanacharya – Vice President WIPRO. Personal Profile: Father’s Name:Shri Manhar P. Raval Date of Birth :28th May 1982. Languages Known: English, Gujarati, Marathi, Hindi. Motto in Life:” Tough times do not last but tough people do” Permanent Address : B-402 Shanti Sadan CHS, Behind Amber Arcade, Lodha Majiwada – Thane 400601 Hobbies: Playing Cricket, Badminton. References Upon request