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Akshay Resume1

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Akshay Suvarna

Akshay Suvarna is seeking positions in operations/process management and client relationship management. He has over 12 years of experience in banking operations, mortgage process management, training, and client relationship management. He is a dynamic professional who is solutions-driven and customer-centric with strong communication, organizational, and client relationship management skills. He has experience leading teams and developing procedures to improve business excellence and meeting service level agreements.

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Akshay Suvarna Mobile:9930848772 Email:akshay.suvarna12@gmail.com Seeking assignments in OPERATIONS/PROCESS MANAGEMENT & CLIENT RELATIONSHIP MANAGEMENT with a growth oriented organization CAREER OVERVIEW A dynamic professional with 12 years of rich experience in Banking Operations, Mortgage Process Management, Training & Client Relationship Management. Deftness in handling & leading teams for running successful process operations & experience in developing procedures/service standards for business excellence. Solutions-driven, customer centric professional with experience in handling all aspects of service functions. Experienced in managing overall functioning of processes & implementing processes in line with pre-set guidelines. Possess excellent interpersonal, communication & organizational skills with proven abilities in customer relationship management. ORGANISATIONAL SCAN 12/08/2013-till date with Altisource Business Solutions Ltd as a Team Leader Key deliverables:  Responsible for ensuring team meets the clients SLA for production and accuracy on a consistent basis.  Monitor workflow and delegate work accordingly in order to meet the compliance requirements of the client.  Formulate plans and practises that enables the team to maximise their output in terms of productivity and accuracy  Identify and mentor/coach bottom performers in the team.  Pitch in the teams production as per situational demands  Identify bottle necks impeding forward movement of files, done via daily reviews of inventory  Effectively and efficiently coordinating with various stake holders of an REO sale transaction to ensure the file closes as quickly as posible.  Monitor the closing process, resolve problems and complaints by interacting with various supporting teams and provide assistance as needed to close the sale.
2  Regular Team huddle to identify any communication gap and provide process update requirements in a timely manner.  Ensure quality audits are reviewed and discussed with the team to ensure that the errors are not repeated.  Positively respond to peak work volumes and be able to work under pressure, extra hours if required and have a motivating influence on the team.  As a Lead Resolver for the business unit investigating escalations raised for all 3 teams across geographies, ensuring the concerned individual Resolves the complaint & takes it to satisfactory closure. Additional Responsibilities  Lead Business Unit Resolver for Icase Work escalations  Handling critical activities involving movement of files from Premium Title Service to buyer chosen Title service Performance Highlights:  Part of the Docusign Project during roll out for the entire Document Processing team.  Groomed team members to prepare themselves for future roles both at horizontal & vertical levels. One of the team members has been successful in getting promoted as a Lead with a different unit within the organisation. 1/08/2009 to 31/07/2013 with Hutchison 3 Global Services Ltd. Profile as Team Leader Key deliverables:  Part of a Pilot process in Vodafone Australia  Ensuring delivery on key SLA metrics  Identify Process gaps which can help increase efficiency  Provide guidance to an 18 member team based on Management guidance  Provide analysis of data at individual & team level  Highlighting Problem Incidence to business/backend operations to enhance customer satisfaction.  Setting of targets to be achieved by team members which are in line with the client targets.  Grooming team members for different roles (viz-Knowledge coach, quality coach, call controller, Team Leader)
3  Identify & manage revenue leakage & ensure it is within department budgets  Managing absenteeism within department targets.  Grooming & up skilling team members in customer management.  This in turn should help in achieve Customer satisfaction (CSAT)/NPS scores as laid down by the business.  Preparing & publishing the capacity report for the entire department based on occupancy.  Additional responsibility included department level root cause analysis of repeat calls into the contact centre.  The goal was to reduce the number of repeat calls which in turn would result in lower call volumes & save on costs.  Trained the VF Prepay department on the Electronic white listing process.  Managing Department abandoned levels within threshold. Performance Highlights:  Awarded the Best Team for the month of Jun, Jul, Nov’10 & Jul’11.  First Team in Vodafone Prepay to achieve 60%+ promoter scores in CSAT (Dec’10).  First Team to achieve a perfect 100 in all CSAT parameters for Jun’10  Piloted the Prepay Save process which included training the entire VF Prepay department & reporting save numbers to business.  Awarded the Best Team for IDARE campaign for Feb’12 01/10/07-01/07/09 with CGSL/TCS E-Serve. Profile as Team Manager/Trainer Key deliverables:  Handling the NRICC site in Mumbai.  Ensuring delivery on key SLA metrics  Hiring of fresher/experienced candidates for the post of Citiphone customer service officer.  Conducting NRI process training for new joinees.  Motivating team members to enhance their performance.  Highlighting Problem Incidence to business/backend operations to enhance customer satisfaction.  Setting of targets to be achieved by team members which are in line with the client targets.
4  Conducting 6 monthly performance appraisals.  Acting as a link between the team members & Senior Management by highlighting any employee problem areas.  Delegation of work/responsibilities to individuals.  Ensuring customer focus to enhance end client experience.  Conducting Rewards & recognition program for team members.  Conducting refresher training for existing employees.  Guiding team members to achieve their monthly & weekly SLA targets.  Member of the Audit handling team-PRR,CCR and ARR  Core Member of the migration team when process was migrated from Citibank N.A to CGSL Chennai  Part of the team which created the training documents during process migration  Coordinator for “Continuity of Business” to ensure smooth & non-stop functioning of unit operations.  Monitor & ensure that the “Total (Customer) satisfaction Factor” level is achieved by unit.  Compile process notes for critical functions of the unit. Performance Highlights:  Awarded the Best Team Manager for the month of Feb'09.  Best Team Award Feb’09 01/10/06-01/10/07 with Citibank NA(NRI Citiphone).Profile as senior supervisor Key deliverables:  Handling performance of a 9 member Team.  Call evaluation to drive overall quality scores.  Regular feedback sessions with team members.  Ensuring delivery on metrics.  Handling escalation calls.  Identifying problem areas/hindrance in good customer service.  Handling client queries on floor. 11/06/2004 to 01/10/06 with E-Serve International Ltd. Mumbai. Profile as Junior Processing Officer Key deliverables:  Handling inbound calls for Non Resident Indian A/c. customer queries.
5  Making outbound calls on behalf of Navigation Team for Fraud Detection and transaction confirmation.  Handling supervisory calls  Managing Transport schedules of staff  Day 2 reviews of transaction calls  Managing KYC related documentation for NRI accounts.  As part of AML process out call customers across all continents to validate transactions for incoming NRI funds. Performance Highlights:  Awarded Star of the month for Aug'05  Promoted to the post of back up supervisor within 18 months of joining based on consistent good performance 09/04/2003 to 09/06/2004 with ABN-AMRO CENTRAL ENTERPRISESSERVICES. Profile as Executive - Bank by Phone Key deliverables:  Acting as Co-coordinator between the Bank & the Customers.  Providing information of Banks products to prospective customers to suit their individual needs.  Handling Kiosk Calls  Bank Transactions: taking request and processing the same viz. Cash deposits/ withdrawals, fund transfers, fixed deposits etc.  Handling Account queries of the Customers.  Using customer feedback to enhance products. Performance Highlights:  Achieved “Perfect Score” six times in Mystery Shopping exercise conducted by the company.  Awarded “Six Sigma Yellow Belt” by Six Sigma Alchemy (P) Ltd. Management Consultants. 08/05/2002-12/10/2002 with NIIT SWIFT POINT. Profile as Counselor Key deliverables:  Providing information about various courses offered by the Institute to the prospective students.  Convincing prospects to opt for the courses best suited to them. 01/05/99 to 31/5/99 with CMS Computer Institute. Profile as Marketing Executive
6 Key deliverables: Marketing various Hardware and software courses offered by the Institute. ACADEMIC CREDENTIALS Currently pursuing MBA(part time) from L.N Welingkar Institute ofManagement Development Research VOCATIONAL QUALIFICATIONS: Completed (ACD.NET)course from BOSTON`S COMPUTER Institute (Borivali). Subjects covered (1) C Programming (2) V.B. 6.0 (3)Oracle 8i (4) HTML (5) XML (3) Oracle 8i (4) HTML (5) XML. PERSONAL DETIALS ADDRESS A-401, RAMAYAN CHS, KANDARPADA, DAHISAR WEST, MUMBAI – 400068, (INDIA) MOBILE (91) 9930848772/9920223271 DATE OF BIRTH NOVEMBER 12, 1980 E-MAIL ID akshay.suvarna12@gmail.com OTHER INFORMATION: Extra Curricular Activities:  Obtained First Class in English Scholarship held in 1992.  2nd Prize in Elocution competition held on 28/3/93  2nd class in Hindi Scholarship held in February 1994.  2nd prize in College skit competition held in February 2001  1st prize in inter college quiz competition held in December 2002. DEGREE/DIPLOMA UNIVERSITY YEAR OF PASSING SSC MUMBAI MAR-1996 HSC MUMBAI MAR-1998 T.Y.B.com MUMBAI OCTOBER 2003
7 Languages known: 1) English (2) Hindi (3) Marathi & (4) Tulu. Hobbies: Traveling & exploring new places both in India & abroad with the intention of learning & understanding the different culture nuances, music, adventure sports especially scuba diving, reading nonfiction books especially business/corporate related. AKSHAY SUVARNA

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Akshay Resume1

  • 1. Akshay Suvarna Mobile:9930848772 Email:akshay.suvarna12@gmail.com Seeking assignments in OPERATIONS/PROCESS MANAGEMENT & CLIENT RELATIONSHIP MANAGEMENT with a growth oriented organization CAREER OVERVIEW A dynamic professional with 12 years of rich experience in Banking Operations, Mortgage Process Management, Training & Client Relationship Management. Deftness in handling & leading teams for running successful process operations & experience in developing procedures/service standards for business excellence. Solutions-driven, customer centric professional with experience in handling all aspects of service functions. Experienced in managing overall functioning of processes & implementing processes in line with pre-set guidelines. Possess excellent interpersonal, communication & organizational skills with proven abilities in customer relationship management. ORGANISATIONAL SCAN 12/08/2013-till date with Altisource Business Solutions Ltd as a Team Leader Key deliverables:  Responsible for ensuring team meets the clients SLA for production and accuracy on a consistent basis.  Monitor workflow and delegate work accordingly in order to meet the compliance requirements of the client.  Formulate plans and practises that enables the team to maximise their output in terms of productivity and accuracy  Identify and mentor/coach bottom performers in the team.  Pitch in the teams production as per situational demands  Identify bottle necks impeding forward movement of files, done via daily reviews of inventory  Effectively and efficiently coordinating with various stake holders of an REO sale transaction to ensure the file closes as quickly as posible.  Monitor the closing process, resolve problems and complaints by interacting with various supporting teams and provide assistance as needed to close the sale.
  • 2. 2  Regular Team huddle to identify any communication gap and provide process update requirements in a timely manner.  Ensure quality audits are reviewed and discussed with the team to ensure that the errors are not repeated.  Positively respond to peak work volumes and be able to work under pressure, extra hours if required and have a motivating influence on the team.  As a Lead Resolver for the business unit investigating escalations raised for all 3 teams across geographies, ensuring the concerned individual Resolves the complaint & takes it to satisfactory closure. Additional Responsibilities  Lead Business Unit Resolver for Icase Work escalations  Handling critical activities involving movement of files from Premium Title Service to buyer chosen Title service Performance Highlights:  Part of the Docusign Project during roll out for the entire Document Processing team.  Groomed team members to prepare themselves for future roles both at horizontal & vertical levels. One of the team members has been successful in getting promoted as a Lead with a different unit within the organisation. 1/08/2009 to 31/07/2013 with Hutchison 3 Global Services Ltd. Profile as Team Leader Key deliverables:  Part of a Pilot process in Vodafone Australia  Ensuring delivery on key SLA metrics  Identify Process gaps which can help increase efficiency  Provide guidance to an 18 member team based on Management guidance  Provide analysis of data at individual & team level  Highlighting Problem Incidence to business/backend operations to enhance customer satisfaction.  Setting of targets to be achieved by team members which are in line with the client targets.  Grooming team members for different roles (viz-Knowledge coach, quality coach, call controller, Team Leader)
  • 3. 3  Identify & manage revenue leakage & ensure it is within department budgets  Managing absenteeism within department targets.  Grooming & up skilling team members in customer management.  This in turn should help in achieve Customer satisfaction (CSAT)/NPS scores as laid down by the business.  Preparing & publishing the capacity report for the entire department based on occupancy.  Additional responsibility included department level root cause analysis of repeat calls into the contact centre.  The goal was to reduce the number of repeat calls which in turn would result in lower call volumes & save on costs.  Trained the VF Prepay department on the Electronic white listing process.  Managing Department abandoned levels within threshold. Performance Highlights:  Awarded the Best Team for the month of Jun, Jul, Nov’10 & Jul’11.  First Team in Vodafone Prepay to achieve 60%+ promoter scores in CSAT (Dec’10).  First Team to achieve a perfect 100 in all CSAT parameters for Jun’10  Piloted the Prepay Save process which included training the entire VF Prepay department & reporting save numbers to business.  Awarded the Best Team for IDARE campaign for Feb’12 01/10/07-01/07/09 with CGSL/TCS E-Serve. Profile as Team Manager/Trainer Key deliverables:  Handling the NRICC site in Mumbai.  Ensuring delivery on key SLA metrics  Hiring of fresher/experienced candidates for the post of Citiphone customer service officer.  Conducting NRI process training for new joinees.  Motivating team members to enhance their performance.  Highlighting Problem Incidence to business/backend operations to enhance customer satisfaction.  Setting of targets to be achieved by team members which are in line with the client targets.
  • 4. 4  Conducting 6 monthly performance appraisals.  Acting as a link between the team members & Senior Management by highlighting any employee problem areas.  Delegation of work/responsibilities to individuals.  Ensuring customer focus to enhance end client experience.  Conducting Rewards & recognition program for team members.  Conducting refresher training for existing employees.  Guiding team members to achieve their monthly & weekly SLA targets.  Member of the Audit handling team-PRR,CCR and ARR  Core Member of the migration team when process was migrated from Citibank N.A to CGSL Chennai  Part of the team which created the training documents during process migration  Coordinator for “Continuity of Business” to ensure smooth & non-stop functioning of unit operations.  Monitor & ensure that the “Total (Customer) satisfaction Factor” level is achieved by unit.  Compile process notes for critical functions of the unit. Performance Highlights:  Awarded the Best Team Manager for the month of Feb'09.  Best Team Award Feb’09 01/10/06-01/10/07 with Citibank NA(NRI Citiphone).Profile as senior supervisor Key deliverables:  Handling performance of a 9 member Team.  Call evaluation to drive overall quality scores.  Regular feedback sessions with team members.  Ensuring delivery on metrics.  Handling escalation calls.  Identifying problem areas/hindrance in good customer service.  Handling client queries on floor. 11/06/2004 to 01/10/06 with E-Serve International Ltd. Mumbai. Profile as Junior Processing Officer Key deliverables:  Handling inbound calls for Non Resident Indian A/c. customer queries.
  • 5. 5  Making outbound calls on behalf of Navigation Team for Fraud Detection and transaction confirmation.  Handling supervisory calls  Managing Transport schedules of staff  Day 2 reviews of transaction calls  Managing KYC related documentation for NRI accounts.  As part of AML process out call customers across all continents to validate transactions for incoming NRI funds. Performance Highlights:  Awarded Star of the month for Aug'05  Promoted to the post of back up supervisor within 18 months of joining based on consistent good performance 09/04/2003 to 09/06/2004 with ABN-AMRO CENTRAL ENTERPRISESSERVICES. Profile as Executive - Bank by Phone Key deliverables:  Acting as Co-coordinator between the Bank & the Customers.  Providing information of Banks products to prospective customers to suit their individual needs.  Handling Kiosk Calls  Bank Transactions: taking request and processing the same viz. Cash deposits/ withdrawals, fund transfers, fixed deposits etc.  Handling Account queries of the Customers.  Using customer feedback to enhance products. Performance Highlights:  Achieved “Perfect Score” six times in Mystery Shopping exercise conducted by the company.  Awarded “Six Sigma Yellow Belt” by Six Sigma Alchemy (P) Ltd. Management Consultants. 08/05/2002-12/10/2002 with NIIT SWIFT POINT. Profile as Counselor Key deliverables:  Providing information about various courses offered by the Institute to the prospective students.  Convincing prospects to opt for the courses best suited to them. 01/05/99 to 31/5/99 with CMS Computer Institute. Profile as Marketing Executive
  • 6. 6 Key deliverables: Marketing various Hardware and software courses offered by the Institute. ACADEMIC CREDENTIALS Currently pursuing MBA(part time) from L.N Welingkar Institute ofManagement Development Research VOCATIONAL QUALIFICATIONS: Completed (ACD.NET)course from BOSTON`S COMPUTER Institute (Borivali). Subjects covered (1) C Programming (2) V.B. 6.0 (3)Oracle 8i (4) HTML (5) XML (3) Oracle 8i (4) HTML (5) XML. PERSONAL DETIALS ADDRESS A-401, RAMAYAN CHS, KANDARPADA, DAHISAR WEST, MUMBAI – 400068, (INDIA) MOBILE (91) 9930848772/9920223271 DATE OF BIRTH NOVEMBER 12, 1980 E-MAIL ID akshay.suvarna12@gmail.com OTHER INFORMATION: Extra Curricular Activities:  Obtained First Class in English Scholarship held in 1992.  2nd Prize in Elocution competition held on 28/3/93  2nd class in Hindi Scholarship held in February 1994.  2nd prize in College skit competition held in February 2001  1st prize in inter college quiz competition held in December 2002. DEGREE/DIPLOMA UNIVERSITY YEAR OF PASSING SSC MUMBAI MAR-1996 HSC MUMBAI MAR-1998 T.Y.B.com MUMBAI OCTOBER 2003
  • 7. 7 Languages known: 1) English (2) Hindi (3) Marathi & (4) Tulu. Hobbies: Traveling & exploring new places both in India & abroad with the intention of learning & understanding the different culture nuances, music, adventure sports especially scuba diving, reading nonfiction books especially business/corporate related. AKSHAY SUVARNA