Microsoft Edge (Word, Excel, Access) Remote meetings: Microsoft Teams, Zoom, DM11 RUMBA Production Mainframe Sales Accounts management Process improvement
Vinay M Panchal
Irving,TX
Summary
Seasoned and proactive professional with a unique hybrid skillset that expertise in BPO operations, account management, and customer service, focused on bringing alignment between departments, determining tools and strategies to grow revenue and prioritizing efficiency and accountability. Offering significant experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
19
19
years of professional experience
1
1
Language
Work History
Security Officer
Cawley Partners
Southlake, TX
12.2023 - Current
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
Security Officer
Allied Universal Security Services
Irving, TX
2022.Oct - 2023.Dec
- Responded quickly to incidents and assessed active situations for security concerns.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
Snr Client Service Advisor
TCS (Tata Consultancy Services)
India, Maharashtra
01.2018 - 02.2022
- Successfully managed a team of junior BPO specialists in executing process workflows for multiple clients, ensuring smooth and efficient operations
- Implemented process improvements and standard operating procedures, resulting in an increase in productivity and a reduction of errors
- Trained new hires on processes and systems, leading to a reduced ramp-up time and improved performance and satisfaction among team members
- Developed and maintained positive relationships with clients by providing exceptional customer service and technical support
- Monitored and analyzed performance metrics to identify areas for improvement, leading to the implementation of process efficiencies and cost savings
- Collaborated with cross-functional teams to drive process improvements, streamline workflows, and resolve technical issues in a timely manner
- Contributed to the design and implementation of new workflows and systems, ensuring optimal performance and alignment with client requirements.
Inside Sales/ Account Manager
TCS (Tata Consultancy Services)
11.2010 - 12.2017
- Managed and grew a portfolio of US Citibank Mortgage accounts, achieving successful growth in customer relationships and pursuing new leads
- Utilized excellent communication and interpersonal skills to build strong relationships with customers and provide exceptional customer service
- Conducted regular account reviews to identify opportunities for improvement and implement strategies to enhance customer satisfaction
- Developed and executed effective sales and account management strategies to increase revenue and profitability for US Citibank Mortgages
- Monitored market trends and analyzed customer data to identify potential new business opportunities
- Collaborated with cross-functional teams to drive successful project delivery and ensure customer needs were met in a timely manner.
Inbound Customer Service
TCS (Tata Consultancy Services)
Mumbai, Maharashtra
10.2008 - 10.2010
- Handled high volume inbound customer calls in a fast-paced environment as part of the CREST Customer Service process
- Demonstrated strong problem-solving skills to resolve customer inquiries and complaints effectively
- Maintained accurate records and documentation to ensure customer interactions were tracked and logged
- Provided technical guidance and support to customers to ensure a positive customer experience
- Contributed to continuous process improvement initiatives to enhance the customer service process and customer satisfaction.
Recovery Specialist
Ocwen Financial Solutions
Mumbai, Maharashtra
02.2005 - 08.2008
- Conducted collections on unsecured bad debts on credit cards, utilizing effective communication and negotiation skills to reach mutually beneficial agreements with customers
- Utilized a thorough understanding of financial products, customer behavior and market trends to make informed decisions and resolve customer accounts
- Maintained accurate records and documentation of customer interactions and account status
- Analyzed customer data and account information to identify potential risk and develop effective strategies to mitigate those risks.
Education
Graduate (B COM ) - Accounting and Information Systems
01.2000
Carmelite Convent English High school -
Skills
- Microsoft Office Suite
- Remote meetings
- CRM
- DM11
- RUMBA
- Production Mainframe
- Project management
- Risk management
- Accounts management
- Process improvement
- Workflow management
- Communication
- Interpersonal
- Problem-solving
- Teamwork
- Adaptability
- Time management
- Customer service
- Leadership
- Organization
- Emotional intelligence
Accomplishments
- Supervised team of [15] staff members.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Languages
- English
- Hindi
- Marathi
- Gujrati
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Interests
Positive ,Optimistic and Exuberant
Timeline
Security Officer
Cawley Partners
12.2023 - Current
Security Officer
Allied Universal Security Services
2022.Oct - 2023.Dec
Snr Client Service Advisor
TCS (Tata Consultancy Services)
01.2018 - 02.2022
Inside Sales/ Account Manager
TCS (Tata Consultancy Services)
11.2010 - 12.2017
Inbound Customer Service
TCS (Tata Consultancy Services)
10.2008 - 10.2010
Recovery Specialist
Ocwen Financial Solutions
02.2005 - 08.2008
Graduate (B COM ) - Accounting and Information Systems
Carmelite Convent English High school -
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