Mahesh Govind

• 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.


CORE COMPETENCIES

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.


ALLIANZ

(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

TATA CONSULTANCY SERVICES

(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.



AMERICAN EXPRESS

((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.

ENCORE CAPITAL GROUP

(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.
EDUCATIONAL QUALIFICATIONS
• 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