M E HU L R MAN GE

Resume’

Mobile Phone: +(**-**-**-**-**-** Email ID: ab0ndq@r.postjobfree.com

SUMMARY

• In-depth knowledge about Back office and Customer service processes and procedures.

• Experience of over +6years in Operations.

• Worked in Telecommunications and Insurance industry.

OBJECTIVE

• To make significant contribution in the area of business process and enterprise solution.

• Working harmoniously in a team to bring forth the best from self and improve

continuously.

EXPERIENCE

HDFC Standard Life Insurance Pvt. Ltd

From: Jan 2011 – Present

1. Working with Service Strategy Department

Role of department: To launch new /advance customer service.

To monitor the part of customer dissatisfaction and area of improvement.

Projects

o Dashoard- Customer Relations dashboard Automation, Stakeholder management

and control

o Premium payment Communication (Communication & Training) –

1. Driving the communication to customer, distributors and employees via

Announcement Mailer, SMS, Email and Website updation.

2. Training for all the new payment avenues at Call-center (Inbound, Outbound,

Email), Branch Ops, Customer service, Persistency and Grievance teams

GOAL.

o Contactability –

1. Analyzing the Mobile number / Email data points for Possible Errors and

providing insights into the clean up activity.

2. Assisting in preparing process flows for new contactibility drive and data

analysis through Excel Macros (VBA coding)

o Service Promise –

1. Liaison with vendors for USSD implementation and preparing the process

flow.

2. WAP, Chat, Myapp benchmarking done to launch it with full feature.

3. CRM front end To-Be process mapping done.

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o Appreciated on Initiative –

1. Lookup Tool- Helps all department to do Vlookup & collection tracking of in

huge data in fraction of seconds.

2. Cash flow Tool – Helps to Bifurcate the Process collection

3. Premium pay adviser tool – Helps agent to track and suggest the service

available in their area pincodewise

4. Rule Engine – To Track the complaints handle by Grievance and suggest the

best resolution as per Scenario on bulk data

5. Banner Designing for new Payment avenue

6. Poster/ Email Designing for call center and customer service department.

2. Worked for Persistency department.

o Vendors Management: Handling multiple vendors by updating and monitoring

their job,

Vendors:

1. Outbound process

2. Cheque pickup

3. IVR (Interactive voice response)

4. Payment gateway

o Team Management: Handled support staff which prepares the data on daily basis

to update and monitor the Vendors & Daily collection of process.

o Database Management: Logic building on how to maintain data

1. Worked on Cognos ( data extraction software)

2. Planning when to Upload & Purge the data from Vendors.

3. Automation & Macros in Excel to improve the performance.

o Project:

1. Payment gateways testing (Atom, Mchek, USSD)

2 .IVR reminders testing/setup.

3.Cheque pickup vendor setup.

INTELENET Global Services Pvt. Ltd.

From: May 2007 – Dec 2010

3. Worked with Process Excellence (Project: To collate all process data on database).

4. Worked in Operations as back office executive and customer service agent. Later

promoted as WFM Executive (Work Force Management).

5. Provided training to new resources.

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EDUCATION

• 2001-02 S. V. M High School Board Mumbai

S. S. C

Pass Class

• 2003-04 J. M. Patel College Board Mumbai

H. S. C

IInd Class

• 2006-07 J. M. Patel College Board Mumbai

T. Y. B com

Pass Class

OTHER QUALIFICATION

• H TM L programming.

• Tally 5.4

• M. S. Office 98/2003-07

• Oracle9i DBA

• MS SQL DBA

ACCIVEMENTS

• Passed with IInd Class in External Examination of Rashtria Bhasa Kovid (HINDI).

PERSONAL DETAILS

21st July, 1986

Date of Birth:

Address: 401/b Harikrupa co.hsc,

P.P.Dias Compound, Natver nagar Road No. 1,

Jogeshwari (E), Mumbai 400060.

Cell No: +91-996*******

Marital Status: Married.

Religion: Hindu.

Nationality: Indian.

Language: Hindi, Marathi, Gujarati, English.

HOBBIES

Reading and experimenting with various electrical equipments.

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Thank You

(Mehul R Mange)

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