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  • Thorough knowledge of common business procedures and practices.
  • Highly skillful at determining business plans, policies and strategies.
  • Ability to monitor, supervise and keep track of activities and personnel.
  • Capability to adapt to different situations and work in flexible time slots.
  • Possess exceptional management, organizational and administrative skills.


Organizational and Management skills
  • Client Relationship Management and Team Management
  •  Quality Assurance
  •  Resource Utilization
  • Utilization Management
  •  KPI Management
  •  Operations Management
  • Process Management
  •  Analytic Thinking
  •  Conflict Resolution
  • Creative Thinking
  •  Decision Making
  • Flexibility
  • Leadership
  • Management Skills
  • Problem Solving

Work experience

Dec 2012Present

Asst Manager Operations/ Sr. Team Leader

Slk Global,  Pune


  • Handling MasterCard Disputes process with 36 representatives directly reporting to me, process knowledge of electronic money transfer life cycle, four stages, Card disputes and charge-back.
  • Processing Knowledge of Visa/MasterCard/Discover/JCB regulations for dispute resolution Functional knowledge of US state and federal agency credit card guidelines and regulation would be responsible for compliance and arbitration.
  • The process is for one of the leading banks in USA. Keeping up to date with all relevant and compliance related legislation, regulations, and best practices.
  • Develop compliance aides and implement compliance strategies Plan and execute compliance monitoring reviews and set up management reporting Research, examine, and track developments in federal regulations Carry out corrective action as required.
  • Develop policies and procedures for risk management Manage assessment and measurement of over-all risks Develop policies and procedures for risk management In charge of all compliance related communications.
  • Working closely with other departmental managers to make improvements to systems in order to correct any operational deficiencies.
  • Ensuring that all standards are communicated regularly to employees. Well acquainted with conducting compliance investigations with corporate counsels Verify the documents maintained by each line of business with in the process and check its compliance with the quality, accuracy, formatting standards. Perform compliance audit and help the process meets its quality standards and performance goals.
  • Identified risk areas, & ensured that the proper training activities are done addressing appropriate areas.
  • Coordinate with the top management in determining the quality standards and work ethics.
  • Make recommendations on improving the process work efficiency and minimizing the wastage.
  • Responsible for providing employees timely, candid and constructive performance feedback developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth developing. 
Mar 2012Nov 2012

 Team Manager

Ceylon Info Tech, Pune


  • Pilot Process Australian/UK IT/Telephone services sales out bound process(B2B/B2C).
  • Doing audits for sales call to check if the representative is following the guidelines set by the Company.
  • Random audits to check compliance standards as the team also use to handle sensitive information like social security numbers, Credit card, and debit card details.
  • Analyse the individual performance of the team and motivate them to perform even better.
  • Analyse the assigned projects and distribute the tasks to the members as per their area of Expertise.
  • Offer solutions to the top management regarding project related queries.
Mar 2007Mar 2012

Lead Operations


Lead Operations Worked for Telephone and ISP process for UK based client for the duration of 5 years where i was handling the L3 escalation team. Team was responsible for order management, trouble shooting for line issues, PSTN order fulfillment, VOIP, Network authentication issues, line capacity and upgrading, fault management, incident tracking, Tie pair management, capacity and availability, ADSl support, setting up appointments with BT lineman, service help desk and support. Worked on tools like BT wholesale, Eco repair, POTS, NIM, Remedy, ADSL checker, Siebel.

  • Worked with  Process  for UK based company Talk Talk, Tiscali and Virgin Media a telephone, broadband and TV service provider as lead operations.
  • Role included random check to analyse loop holes in the process and provide a solution around it to minimize the D-sat and financial risks due to miss SLA's.
  •  Member of pilot batch of Exceed Program, a program initiated by IBM to Promote Top Talent in the organization.
  • Provide technical support for Level 1 and Level 2 agents, validating escalations, maintaining quality service standards to meet customer satisfaction, liaising with British Telecom Corporation and Telco in order to resolve customer complaints.
  • Upgrade skills through regular training sessions and through client reviews.
  • Provide end to end resolution for broad band, telephonic issues. Provide feedback for the first line agents.
  • Prepare and forward standard reports to the concerned authorities.
Apr 2001Jan 2007

MSC Cruises, Italy

MSC Cruises, Italy

Worked with Hotels and Cruise liners during this tenure at different levels which also includes the Supervisory and management roles. Mediterranean Shipping Company,

M V Musica(Italy Based) Star Cruises Ltd, MV Superstar Virgo(Singapore Based)



Symbiosis Institute of Management Studies (SIMS) Home

Operations Managment


Bharati Vidyapeeth Institute of Hotel Management 

Hotel Managment


References are available on request.

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