Work / Internship / Freelance Experience :

CSA

Hutchison telecoms, Malad

• Customer Delight feedback's received consistently through all quarters. • Knowledge add-ons provided for consistent process improvement/development. • Excellent performance achieved in 2008 & 09 on Managing solutions for HLR Billing, Technical Escalations, Ensuring excellent Customer Experience. • Business Churn Analysis & Strategies. • Awarded as Best Churn Prevention Executive 2008, 2009 & Awarded Gold medal for the Best Employee of the year 2009

Apr 2008 to May 2010

Senior Process Associate

Tata Consultancy Services, Goregaon

• Customer Delight feedback's received consistently through all quarters (2010, 2011, 2012, 2013) & best overall performance (Service, Sales, Compliance & Schedule Adherence) for the year 2011 & 2012. • Knowledge add-ons provided for consistent process improvement/development. • Proactive leader with refined business acumen and exemplary people skills. Facilitate a team approach to achieve organizational objectives, increase productivity and enhance employee morale. • Forecasting and planning monthly & quarterly Service & Sales targets and achieving them in the given time frame. • Developing new clients through leads & negotiating with them for securing profitable business. • Managing Customer Centric operations & ensuring customer satisfaction by achieving goals timely & meeting all compliance & service quality norms. • Maximizing customer net promoter score by monitoring customer complaint & grievances and resolving their issues with the help of business retention's analytics. • Participated regular Client call (North America) to brain storm on increasing net promoter score at a Division level (Achieved 50% NPS last month). • Assisted New joiners’ in enhancing product knowledge, communication skill, and brand value experience to increase NPS & Sales.

Jun 2010 to Feb 2014

Risk Management

JP Morgan Chase & Co, Malad

• Assisted in research for the Corporate Escalations Team & produced monthly risk management dashboard report for the team. • Assisted merchants, risk analysts, co-workers and clients with the charge-back and retrieval cases associated with Amex, MasterCard and Visa regulations. • Communicated with other functions for fraud new trends, problem areas, opportunities for improvement and facilitated call calibration sessions to improve team evaluation and scoring process. • Created Ad Hoc solutions to identified risk events and recommending course of action. Also implemented plan of action based on chosen risk management strategies. • Customer Delight feedbacks received consistently through all quarters (2014 & 2015) & best overall performance (Fraud Prevention, Customer Service, Compliance & Schedule Adherence) for the year 2015. • Exceeded daily expectations and deadline management in a fast paced environment. Knowledge add-ons provided for consistent process improvement/development. • Monitored transaction activity to detect and mitigate fraud & Coordinated with vendors as well as internal employees to maintain compliance internally and externally. • Performed target risk checking and reviews for each business unit and assisted credit risk and compliance department to achieve Anti Money Laundering goal and mitigated fraudulent cases. • Proactive leader with refined business acumen and exemplary people skills. Facilitate a team approach to achieve organizational objectives, increase productivity and enhance employee morale. • Solid understanding of business P&L and its 5 key drivers & also resolved escalated billing issues from Clients & Merchants. • Validated client identity using “False Aided Questions or Credit Bureaus Related Questionnaire using Lexis Nexis”

Apr 2014 to Oct 2015

Director of Operations

Esperance Craftworks Pvt Ltd, Mira Rd

"Esperance depicts hope. Craftworks symbolizes our passion towards incorporating exquisite craftsmanship to execute Events, Advertising & Marketing Campaign" This is exactly what Esperance™ Craftworks Pvt Ltd does. Be it managing an Event, handling Advertising or Marketing Campaigns, we ensure our clients get excellent service coupled with a brilliant marketing strategy to take their brand to the next level, to meet and exceed their own expectations. Business houses nowadays look for service providers who have the band-with and expertise to provide end-to-end solutions. By combining Events, Advertisement & Marketing, we offer our clients a complete range of services that fulfil their business needs with respect to developing their brand name, under one roof! Esperance™ Craftworks, provide our customers with excellent service, attention to detail and a tailor made experience, whether, our clients have approached us for organizing an event for them or for helping our clients advertise their products or services and for assisting our clients with a brilliant marketing strategy to take their brand to a different level altogether. As an integral part of our corporate philosophy, we custom build our services to suit clients’ individual requirements in a unique manner, thus providing them with the best marketing strategy for their brand visibility. Esperance™ Craftworks Pvt Ltd endeavor to offer their clients, a holistic approach that covers not only their business needs towards development of their brand but also strive to give their products and services, a ‘Top of the Mind’ brand recall vis-a-vis their customer base. See less

Oct 2015 to Present

Director of Operations

Motorcycle Gears India, Mira Rd

MotorcycleGears.In is an exclusive eStore offering finest quality motorcycle adventure touring products at competitive prices. Our product line includes Motorcycle OEM Parts, Aftermarket Accessories, Riding Apparels, Safety Gears, Rentals & Tour Packages. MotorcycleGears.In is the sole proprietary of Esperance™ Craftworks Private limited (Est. 2015). MotorcycleGears.In eStore was designed and developed by Jaison Thomas. His passion for Motorcycle Adventure Touring led to the birth of MotorcycleGears.In.

Oct 2015 to Present