• Goregaon Maharashtra
  • +919819044390
  • mrmilindr@gmail.com
Milind Rajguru

Milind Rajguru

Manger in Operation and Customer Service

Summary

Operations Management

  • Developing strategies aimed at the achievement of business objectives.
  • Instrumental in maintaining Client relationships through meetings and reviews.
  • Man management & Business Planning through better infrastructure management.
  • Preparing reports, dashboards with a view to monitor the performance & efficiency of team members, ensuring compliance with pre-set quality parameters.

 

Customer Service & Retention

  • Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the SLA’s and work processes and thus managing cost-effective operations.

 

Team Supervision

  • Developing a positive working environment to enhance productivity by appraising them on the performance at the regular intervals.
  • Creating fun and frolic at the work place to reduce the stress among the employees, to maintain efficiency level, and to boost the morale of the employees.
  • Planning targets, monitoring numbers and achievement of overall targets by planning shifts after sanctioning compensatory off and weekly offs to the subordinates.
  • Generating process MIS and monitoring performance to track individual/Team productivity and taking corrective measures to ameliorate performance.
  • Constantly identifying training needs and providing training on various aspects

 

Work History

Work History

Manager

ICICI BANK
From 30th Oct' 13 till date) Currently working with ICICI Bank as a Manager in Home-Loan Operations Department.(Record Management Center) Handling Team size of 34 including 3 Deputy Managers reporting in to me. Provide List of Documents of collaterals, mortgaged with the bank from FINNONE application to the internal and external customers for Home Loans, Consumer Loans, Agri and Other Products. Provide SCAN/COPY of original collateral FINNONE application to the internal and external customers for Home Loans, Consumer Loans, Agri and Other Products. Handling and Monitoring FCRM and ICRM based Service requests received from branch and various internal departments. Resolving customers' queries with regards to collateral or any modification on documents and if any discrepancies found in customer's collaterals then raising it to concerned department for correct updation. Handling RBI queries and audits with regards to SCAN and Copy of documents. Managing probable escalations, providing resolution to the SRs raised by Internal and External customers within defined TAT. Verifying and monitoring List of Documents and COPY requests of Wealth and GPC customers. Also handling Vendor Management profile whereby regular visit at vendor location to ensure safety mechanisms for customers' collaterals are in compliance with the agreement. Preparing One Pager/Operating guide on various processes/activities.

HDFC ERGO

Jul 2009 - Oct 2013
HDFC ERGO
General Insurance(From) Worked with HDFC ERGO General Insurance as a Manager in Outbound Verification Team. Have handled the Outbound Verification Team of 25 team members for verification and closure of the General Insurance leads sourced to HDFC credit card holders. Ensuring the Team members verifies New Business and Renewal Leads sourced by HDFC Bank accurately, within scheduled time and regular follow ups done for the closure of the leads Regular call audits and timely feedback to verifiers to enhance call quality of verification and customer satisfaction. To have regular meetings with the team and understand their aspirations, constraints and challenges faced by them and also to improve the productivity. Liaising with Retention Team to maintain cancellation rate of the policy holders due to verifiers' mistake less than 1%. Ensured regular Product and Soft Skills training to the verifiers and TLs on the revised product and processes. Preparing weekly, monthly roster to utilize the man power efficiently and also to control unplanned shrinkage. Responsible for maintaining the attrition rate of the team and also assist in hiring competent staff.

Team Leader

Mar 2007 - Nov 2008
INTELENET Global Services Pvt Ltd

From) Worked with Intelenet Global Services Pvt. Ltd(Vodafone Process-Inbound Customer Service) as a Team Leader: Have handled the customer service team of 30 customer care executives for Mumbai, Maharashtra and Goa Circle which assisted customers in resolving queries and complaints and providing end to end resolutions. Pre and post shift process related briefing for CSRs was conducted to update them on new products and process change. Ensured the SLAs set by clients with regards to calls offered and answered are met on a daily basis Have completed Train the Trainer Certification program, post completion, got the opportunity to Conduct Process Training for the new batches from Prepaid and Postpaid customer service process Have also completed Train the Quality Certification program, post completion; regularly monitored calls for the team and also provided the necessary feedback to enhance call quality and CSAT of the process. Have ensured Quality of deliverables is maintained by giving timely feedback to the associates and identifying training needs. Responsible for maintaining the attrition rate of team and also assist in hiring competent staff To have regular meetings with the team and understand their aspirations, constraints and challenges faced by them. Interaction with Client and to understand Client expectation. Discussing with the client regarding the new updates and propagate the same on the floor.

Team Member

Mar 2006 - Mar 2007
JP MORGAN CHASE
from) Worked with JP MORGAN CHASE as a Team Member in the Reconciliation department. Reconciling agent's holdings with JPMC holdings. Ensuring proper flow of SWIFT messages receive from the agent bank. Research and rectification of a MT536 and MT 535 messages Analyzing and rectification of discrepancy by coordinating with agent bank and various internal departments

BPL Mobile Communication

Oct 2003 - Mar 2006
BPL Mobile Communication
Worked with BPL MOBILE COMMUNICATION as a Mobile Assist. Taking inbound calls solve customers' complaints and queries pertaining to billing/VAS/cellular services

AIRTEL

Oct 2002 - Oct 2003
AIRTEL
from) Worked with Bharti Cellular Ltd(AIRTEL) as a Customer Care Executive Taking inbound calls solve customers' complaints and queries pertaining to billing/VAS/cellular services

Education

Education

M.B.A

2011 - 2013
Sikkim Manipal University

Specialized in Operation Management

B.Com

1997 - 2000
L. S. Raheja College of Arts and commerce