Manager Customer Care

JUANA NARVEKAR

Phone: +91-966*******

E-Mail: ******************@*****.***

Accomplished Admin Manager with Visa & Travel Operations Management along

with MIS reporting

[pic] Over 20 years' multi-faceted, dynamic experience in planning,

executing & managing end-to-end Visa Operations, Travel Operations, MIS

reporting, Power BI reports, Site Administration, Guest / Customer Service

and Vendor (hotels & airlines) Management functions

[pic]Targeting assignments in Operations Management / Administration with

an organisation of repute

Location Preference: Pune

PROFILE SUMMARY

. Goal-driven, energetic Operations professional, with excellent track

record of turning around performance in rapidly changing environments

with focus on cost control & customer delight

. Strong background in advising clients on the best ways to obtain work

permits and other visa approvals by providing the correct process well in

advance; ensured clients avoid any legal issues that may occur in

relation to their relocation by assisting them to obtain visas and other

related immigration documentation

. Specialized in preparing executive reports and dashboards using Power BI

reports

. Strategic thinker with skills in creating travel policies & setting-up

travel budgets customised to company's needs

. Managed visa processing for Work Visas, Critical Skill Work Visas,

Business Visas, BRICS Visa, Intra Company Transfer, Work Permit and

Dependent Visas

. Skilled in developing contracts & strategic alliances with renowned

airlines & hotel chains; proficient in negotiating prices, rates,

details, contract terms & conditions for all contracts

. Remains updated on immigration changes like client alerts, legislative

changes, assesses impact and plan remedial measures

. Comprehensive knowledge and understanding of Immigration Laws, Travel

Processes and Expatriate Management

. A multi-tasker with excellent relationship management, problem solving &

coordination skills; exceptionally respectful and appreciative of diverse

cultures and viewpoints

KEY SKILLS

~ Travel Policy & SOP Formulation ~ Budgeting, Capacity Utilization

~ SLA/ TAT Management

~ Vendor Negotiations & Agreements ~ Contract Management ~

Customer Satisfaction

~ Relationship Management ~ Audit / Regulatory Compliance ~

Risk Management

~ Revenue Maximisation ~ Process Improvement ~

Procurement / PO processing

~ Global Mobility & Immigration ~ VISA Processing & Ticketing

~ Strategic Planning

EDUCATION

. Post Graduate Diploma in Business Management: Pune University in 2001

. B.Com. from Pune University in 1999

WORK EXPERIENCE

Since Aug'16 Nihilent, Pune as Manager Visa

Responsibilities:

. Managing end-to-end visa processing operations with additional

responsibility of Expat, Property & Entity Risk Management functions

across South Africa, the United States, the United Kingdom and Schengen

countries

. MIS and Executive reporting

. Anticipating organisation's needs and travel preferences; crafting

effective corporate travel policies, including short, mid & long-term

business goals and SOPs; administering & monitoring travel budget;

driving continuous improvement of travel programs

. Assisting the clients with all visa documentation like drafting

invitation letters, affidavits and notarization, processing visa

extensions; processing SAQA (South African Qualification Authority) and

IITPSA (Institute of IT Professionals South Africa) certification

. Supporting the process of degree verification from respective

Universities for SAQA, assisting for visa interviews, conducting

induction sessions and managing pre - travel briefing of candidates

. Helped visitors / interns with their registration at the FRO (Foreigner

Registration Office), local Police Station and ensuring cancellation of

relevant visas on separation from the organization

. Coordinating matters related with arrival & departure of Expats & Global

Mobility teams, including relocation & hospitality services, pre-move &

post-move orientation, guest house/hotel arrangement, identification of

rental properties, visa & passport extension and liaison with agencies

(like MHA, FRRO Office, Customs & Central Excise)

. Monitoring key performance indicators for the travel program, including

customer satisfaction and cost savings; determining areas of improvement

& making travel program modifications

Aug'11 - Jul'16: Narve Corporation, Pune as Manager

Responsibilities:

. Ensured seamless execution of visa application processing, ticketing,

travel & insurance across international sectors; performed comparative

analysis for various international airlines for competitive air fares

. Adhered compliances with Shop Act License and GST in coordination with

the auditor

. Participated in procurement, maintenance and replacement of office

supplies and equipment (AMCs)

. Identifying activities, estimating required resources, building and

managing schedules

May'05 - Jul'11: Nihilent, Pune as Associate Manager Administration

Responsibilities:

. Administered complete documentation for visa applications processing

along with travel documentation, monitor / supervise travel

. Excel based reports to the Sr Management

. Regulated the planning of accommodation, logistics, arranging forex,

insurance and other supporting documentation before travel; suggested

proposals on cost savings thereby enhancing travel related services

. Monitored the operations of travel agency and online booking tool,

including service levels, operational productivity and drove vendor

performance; processing agreements with airlines

. Ensured timely and quality deliverables to clients by understanding their

operational requirements

. Offered specialist, professional and competitive travel products to meet

the demands of the travel market

. Administered budgets and maintained statistical & financial records;

recruited, selected & retained staff

. Exceeded customers' expectations by promptly dealing with their enquiries

& complaints

PREVIOUS WORK EXPERIENCE

Apr'03 - Mar'05: Fanuc India Pvt. Limited, Pune as Office Coordinator

Handled overall accounting tasks for office ensuring compliance with local

legislative authorities (Sales Tax, Professional Tax, and Octroi).

Reconciliation of accounts with respective authorities and generating

appropriate reports.

October 2001 - March 2002: BPL Mobile Cellular Limited, Pune as Executive

Customer Care

2000-2001 with Mannesmann Dematic India Private Limited, Pune as Management

Trainee

extracurricular activity

. Life Member of ISKON (International Society for Krishna Consciousness) :

Regular assistance with temple activities and seva for the needy & the

underprivileged

PERSONAL DETAILS

Date of Birth: 3rd April, 1978

Mailing Address: Pune

Languages Known: English, Hindi, Marathi & Konkani

[pic][pic][pic][pic][pic][pic]

Contact this candidate