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Customer Service Manager

Dombivli, Maharashtra, India
October 15, 2019

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Mobile: +91-998*******, E-Mail:

Service Professional with Total experience of over 7 years Professional Snapshot

Over 7 years of experience in Visa operations and customer service.

Having hands on experience in Customer Management and client servicing.

Excellent Team Leader with Strong Communications Skills VFS Global India Pvt Ltd: Since November 2017 to till date as Deputy Manager Process: Brazil E-VISA


Lead a team of 30 people managing 24 x 7 e-visa operations and customer support. Plan and roster shifts to serve business requirements with minimal overtime

Responsible for day to day operations & profitability of the business, promote services in coordination with the marketing team. Build and promote VAS for additional revenue opportunity

Identify issues, reporting, recommending and taking corrective action by liaising with internal stake holders

Ensure compliance of SLAs through SOPs & report deviations

Responsible for consistent delivery of quality services with achievement of VOC & VOM scores

Process enhancements for efficient visa process for improved TAT and Crisis Management

Designing of the process flow, Website changes, UAT testing of the application

Correspond to meet operation requirements with MOFA (Brazil Ministry), Brazil consulate in USA, Japan, Canada & Australia.

Ensure that all staff attends scheduled training and effective Process Monitoring by conducting Internal Process Certifications (OCL’s)

Responsible for staff satisfaction, team building, managing attrition and training and development

AHT Target Achievement

Forecasting and analyzing future impact in number of applications, calculating rise and downfall of the process and taking preventive measures to avoid the downfall.

Coordinating with multiple stakeholders, support functions for the smooth running of the operations.

Maintaining Attrition Rate for the process.

Cost Planning of the process making sure minimum operation cost involves to run the process successfully

Work Experience

Quality monitoring of the service provided and through Six sigma and Lean approach. VFS Global India Pvt Ltd: Since September 2012 till October 2017 as Sr. Officer - Operations Process: US GSS Mission


Communicated effectively with multiple departments to plan and prepare process notes as per SOP for staffs to be followed. Established strong relationships to gain support and effectively achieve results.

Helped train dozens of new joinees as well as refresh staffs process knowledge that contributed to improved performance & better consistency in work.

Entrusted to manage office in the supervisor’s absence. Provided timely, courteous and knowledgeable response to information requests;

Co-developed comprehensive, a training manual that enabled faster ramp-up for newly hired staff.

Developed innovative PowerPoint presentation used by the Office to coach staffs on Customer Service skills & Team work.

Earned excellent ratings on performance reviews, with citations for excellence in areas including work volume, accuracy and quality; ability to learn and master new concepts; positive work ethic; and commitment to providing unsurpassed service

VFS Global India Pvt Ltd: Since April 2012 till August 2012 date as Officer - Operations Process: Malaysia Mission


Working on data entries & verifying the same.

Inspecting the visa Applications.

Making reports & tallying accounts Preparing payment & cash vouchers. Making drafts.

Submission & retrievals a t the Consulate General of Malaysia.

Daily Liaisonig with the consulate officials.

Coordinating with team leader to complete the special projects. Achievements

100% Quality score: 100% quality score received on various criteria.

Quarterly Business Reviews:

For playing the role of manager in absence of managers in crisis situation

For multitasking

2 SPOT Rewards:

Contribution towards process improvement


Being a dedicated employee: Achieved a perfect work attendance record.

Travelled Suriname (South America) for 20 days in the month of March’2019 - to set up a complete new Contact center & E-visa application process & Operations for the Suriname Ministry. Education

B.Com. from S. K. Somaiya College / Maharashtra State Board Commerce in 2012 with 60% marks.

H.S.C from S. K. Somaiya College / Maharashtra State Board Commerce in 2009 with 64% marks.

S.S.C from B. R. Madhavi English School, Maharashtra State Board in 2007 with 54% marks.


Well versed with MS Office, Windows.

Inter Personal Skills, Analytical & Problem solving.

Ability to maintain high levels of accuracy under pressure;

SLA Management & Operations Management, Recruitment Forecasting, Performance Management, Leadership

& Management skills.

Vendor Management.

Customer focused and objective oriented;

Enthusiastic, self-motivated, good solo and team player; Personal Details

Date of Birth : 30th November 1991

Address : C-16, Nav Surbhi C.H.S., Kopar Road, Nr. Venus Multi-specialty Hospital, Dombivli West. Thane - 421202

Passport No : L4807655

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