Heramb Raval

Heramb Raval B2 Flat 9, Yamuna, Siddhivinayak Prasth, Sector 26, Pradhikaran – Pune, India 411044 Email:-Mobile:- /- Summary of Qualification Over 9 Years of experience in handling customers from different countries. Good Microsoft Excel Knowledge. Exposure to People Management. Professional Communication Skills including fluency in English. Demonstrated as a fast learner in my previous organizations I have worked with. Skills and Experience Team Co-ordinator: a) Monitor the queues and Shuffle people in different queues as per Business requirement. b) Conducting daily meetings to brief the team and cascade important information in absence of Team Leader. c) Preparing various reports and maintaining trackers required by the senior management. d) Providing feedback to the operators for incorrect processing. Training: a) 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. Professional Experience 1) Senior Process Associate(May 2015 – Till Present) Tata Consultancy Services, Pune – India Key Responsibilities: a) Processing of Broadband Orders, along with handling inbound calls from Customers. b) Make Outbound calls to the customer to keep them updated on their broadband orders. In a span of 2 Years, I have been cross trained in 3 different processes in the company. I am also trained on building new orders in Siebel application. We cater to the Australian customers. 2) Subscription Specialist (Sep 2013 – Dec 2014) SNL Financials – Ahmedabad, India Key Responsibilities: a) Processing of New Sale, Renewal and other general Orders. b) Applying payments against invoices. We cater to USA, UK, Asia Pacific & European customers. 3) Executive (Sep 2011 – Sep 2013) Vodafone India Services Pvt Ltd – Ahmedabad, India Key Responsibilities: a) Handled inbound calls from Vodafone Ireland store dealers. b) Responding to emails and processing of Mobile connections on behalf of store dealers. c) Floor Walking to support other associates. d) Deputized Team Leader in her absence, and managed SLA’s, and prepared various reports as and when required. Work Force Management: a) Prepared various reports on Daily, Weekly and Monthly basis as required by the Operations. b) Preparing Adhoc reports. c) Updating and Maintaining the Roster. d) Maintaining and Publishing of Absenteeism report on daily basis. e) Maintaining System Downtime Tracker and Co-ordinating with the IT Department to ensure minimal impact on Operations due to system issues. f) Floor Walking as and when needed. 4) Customer Care Executive (Nov 2010 – Apr 2011) EXL Services – Pune, India Key Responsibilities: a) Since it was Emergency Road Services, prime responsibility was locating customer’s location through Google maps. b) Co-ordinating with the Service Providers. c) Upselling Pep Boys Service to the customers. 5) Customer Care Officer (Sep 2008 – Mar 2009) Convergys – Thane, India Key Responsibilities: a) Handling inbound calls from the Store dealers and resolving their queries. b) Handling Inbound calls from customers who are looking to migrate their Phone Number from PayG to Post Pay and from Post Pay to PayG 6) Processing Executive (Oct 2005 – June 2008) HSBC Electronic Data Processing India Ltd Key Responsibilities: a) Worked with Electronic Payment Services which involved working on semi automated payments as per customer’s instructions. b) Processing of ill formatted payments. c) Making Outbound calls to Customer’s and Relationship Managers. d) Ensuring Currency Cut Off’s are met to avoid delays and holdovers for high value payments. Education History Post Graduate Diploma in Business Administration (Finance) April 2005 Institute for Technology & Management, Bangalore - India (Equivalent to Two Years of Post Secondary Study as determined by World Education Services, Canada) Bachelor of Commerce March 2002 K.J.Somaiya College of Arts & Commerce, Vidhyavihar – Mumbai, India (Equivalent to Bachelor’s Degree (four years) as determined by World Education Services, Canada) References Available Upon Request