Mahesh Govind

Get rich or die trying

• An astute, results-oriented person with proven success of over 6years’ experience in Operations, with extensive methods, processes,cost effective solutions to meet customer business requirements. Looking for a challenging position in a reputed company with a view to use my experience for the benefit of the organization

Relevant working experience in Customer Service, People Management & Organizational skills with proven abilities in Incident management, Problem management and Change management.


Quality Management
• Ensuring a high-quality customer experience, elevating customer satisfaction.

• Executing various quality improvements projects with customer’s as well as Head Office team.

Team Player
• Motivating and Training the team members to ensure efficiency in operations, meeting of individual & group Targets.

• Helping Management to Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team.

• Monitoring the overall targets on a daily, weekly & monthly basis in adherence to the pre-set standards.


(Period-11th Sep 2017 till date)
Designation: Sr. Customer care executive

Key Responsibilities:
• Responsible for claim lodgement of property and motor insurance
• Real time decision making of claim approvals.
• Taking escalation calls for critical situations
• Analysis and forecasting of claims


(Period-12th Oct 2016 till 31st of Aug 2017)
Designation: Process Associate

Key Responsibilities:

• Responsible for Citibank Recovery Services.
• Direct interaction with Power of Attorney’s of the client and the client themselves.
• Responsible for negotiation and providing complete settlements on accounts which are workable.
• Responsible for clearing consumer’s debt by offering multiple payment options, this involves real time decision making, understanding consumer’s situation, hardship and financial condition.
• Full authorization of making and taking decision as per Organizations standards and port folio.
• Ensuring options given to the consumers are completely based on the hardship and also ensuring that all plan and agenda provided equally satisfies the consumers and the Organization.
• Real time processing of agreement letters after an agreement is accepted
• Ensuring all codes and necessary changes are made on every tool, so there is no discrepancy in the settlement or arrangement of the account. 100% accuracy is the only criteria.
• Following all state laws and legal metrics to ensure that the Organization does not have to bare any legal cases or financial loss.
• Real time payment processing.


((Period-7th Nov 2013 till 3rd April 2016)
Designation: Sr. Customer Care Professional

Key Responsibilities:

• Responsible for Executive Consumer Relations, Service Recovery, Email Servicing, Membership Rewards and Co-Brand.
• Being a team player with a consistent focus on the metrics designed for us.
• Supported batches during OJT for different teams.
• Promoted (TEMP) as a Subject Matter Expert (SME) for 1 year.
• Completed two training batches with excellent scores and quick certification.
• Responsible for managing all escalation calls happening within the team.
• Call monitoring done on daily basis for the team.
• Sharing feedback individually and managing feedback sessions with the team.
• Call listening sessions
• Sharing scores and helping with the GAP to Goal (GTG) for every individual within the team.
• Sharing reports of the collected data at EOD.
• Attending regular staff meetings with leaders which mostly include call listening and modeling.


(Period-20th Aug 2012 till 19th Aug 2013)
Designation: Process Expert

Key Responsibilities:-
• To work as a direct point of contact related to consumer’s debt resolution queries.
• To discuss the debt with the consumer and formulate a suitable way to resolve their debt by suggesting a suitable payment plan.
• Debt consolidation.
• Graduated from Manipur University (Regular)
• High School from JawaharNavodayaVidyalaya(CBSE) in 2006
• Intermediate (PCB) from JawaharNavodayaVidyalaya(CBSE) in 2008

Personal Snippets-
Date of Birth : 11th May, 1990
Languages : English, Hindi, Malayalam & Manipuri
Marital Status : Single
Hobbies : Cooking& Travelling
Content Types
Article, Blog Post, Interview, Case Study, Buyers Guide, Graphic, Email Newsletter, Infographic, Illustration, Corporate Photo, General Photo, Candid Photography, Explainer Video, General Video, Landing Page, Checklist
More Information
India Hook, SC USA|English, Hindi

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