Operations Specialist Senior
Resume:
Work History
Senior Operations
Specialist
Vishwa
Sonawane
Contact
Address
Mumbai, India 400068
Phone
******.*****@**********.***
Skills
Verbal and written
communication skills
Multitasking and time
management
Self motivated, can work
independently without
supervision
Dependable and
Responsible
Leadership abilities
Experienced Operations Specialist skilled in financial operations and client management. Astute insight into back-office operations, an organized and dependable candidate successful at managing multiple priorities with a positive attitude. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Seeking to secure an opportunity to fully utilize experience and skills, while making a significant contribution to success of the company. Senior Operations Specialist
BillDesk, IndiaIdeas.com Ltd, Mumbai
Established strong relationship with Google Pay
team, banks (HDFC, ICICI, Axis bank), customers
and merchants and managed over 3000 UPI
transaction queries per day.
Ensured all BBPS and Non BBPS queries received
from Google Pay team, banks, customers,
merchants and PAN India BillDesk offices are
addressed and resolved
Raised Disputes/Complaints to NPCI for
settlement proofs and closed chargeback cases
by providing relevant documents
Ensure daily closure of customer interactions
across all channels and ensure defined SLA is met
by effectively liaising with internal stakeholders across functions and external stakeholders
Share daily bank refund files with Google Pay
team
Worked independently to accomplish tasks and
interact across functions to resolve issues.
Maintaining and publishing daily MIS to managers
Ensure operations are in line with legal and
regulatory framework
Ensure TAT and metrics are maintained for
servicing key clients and customers
2022-05 -
Current
Relationship Manager
The Lodha Group, Mumbai
Built and maintained relationships with new and
existing clients while providing high level of
expertise. Managed over 50 customer calls and
emails per day.
2018-10 -
2020-06
Participated in industry events and trade shows
to promote products and services.
Responded to customer inquiries and resolved
complaints to establish trust and increase
satisfaction.
Participated in staff meetings to discuss
innovative strategies to improve services.
Senior Associate
Willis Towers Watson India Pvt. Ltd, Mumbai
As part of P&C, gather client information,
exposure and risk for commercial insurance
renewal
Liaise with other departments and provide
support to them
Established strong clientele relationship with
customers and offer information about price
quotes to prospective customers
Projects and Initiatives:
OPEX: Operational Excellence – Process Mapping
- Worked with team of 5 professionals in
developing customized solutions which streamline
workflow, improve performance and reduce
costs
Assisted in transferring customer database to
updated on-line system resulting in more
proficient working environment
2015-05 -
2017-07
Sr. Specialist
J.P. Morgan Chase Bank, Mumbai
Handling customer queries (Credit card division)
Statement queries, Payments related inquiries,
Account Closure. Managed over 70 customer
emails per day.
Provide customers with exceptional service via
email regarding monthly statements, payments,
refunds and basic information about products
and services
Provide prompt, courteous, and professional
service to every customers
Document all necessary information pertaining to
accounts accessed
Ability to multi-task; navigating accounts while
handling customer requests
2011-10 -
2015-04
Education
Bachelor's Degree – Graduate:
Commerce, Accounts
Smt. MMK College of Commerce And Economics -
Bandra West, Mumbai
2007-06 -
2010-05
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