1. Bhavin S Bheda
Mobile: +91 9833714459 E-mail: email@example.com
It is my desire to work with a company which can help me grow professionally as well as on the personal front along
with growth of the company. I wish to work in a competitive environment which gives me a new challenge to
overcome and new frontiers to explore
A dynamic professional with over 9+ years of rich experience in Customer Service Sales, Technical
Support, Verification, Quality Control, Business Control and Business Co-ordination with well known
Interact easily with people of diverse backgrounds, cultures, and professional levels. Excellent
understanding of and ability to accommodate individual learning styles.
Highlights of Credentials
Strong background in Quality check, continually monitoring ways for improving organizational
Hands on experience with Maker and Checker process in Business Control.
Experience in Co-ordinating between different departments of the organization and the clients to get the
work closed on time.
Responsible for Co-ordinating and Collaborating between different stake holders of the organisation
Experience with Maker and checker process for Business control Citi Australia
Planning and Implementation of continuous improvement for Client Specific Metrics.
Rewards & Recognition
Conducting daily, weekly & monthly awards & games based on performance, quality & schedule adherence.
Since July’14: TCS as Business Co-ordinator Citi Asia (Operation Readiness)
Primary role of raising ticket, Co-ordinating and Collaborating with different units of Citi Direct Asia (Citi
2. Interacting with the clients, technical, Testing and backend team to understand their requirements for
raising the ticket, procedure and resolve issues.
Creating Conference Calls, meetings with the required departments on weekly basis.
Billing procedure on behalf of TCS and remind the client of timely payments
Maintain reports and data for clients, internal and external compliance checks.
Since Oct’12: TCS as Business Processor (Citi Australia Business Control)
Performing Maker and checker process for Citi Australia Credit card applicant.
Interacting with the client to set the policy and procedure and resolve issues.
Training batch of new officer with the process and setting the right expectations.
Maintain data and reports for client and for internal purpose.
Dec’11 – Oct’12: TCS-Eserve as Quality Analyst (Citi Australia Credit Operations))
Responsible for the quality score of the process & team assigned.
Conducting call listening session to share best practices along with the team.
Organising team huddles to understand problems or issues faced in work environments.
Cross geography monitoring across Mumbai & Manila sites.
Cross geography End to End transaction monitoring.
Spearheaded successful continuous improvement of performance amongst agents by coordinating with
Trainers & Team Leaders.
Sep’ 09 – Dec’11: TCS-Eserve as Sr Verification officer (Citi Australia Credit Operations)
Verifying information provided by customer’s credit card application.
Part of pilot team for cancellation restart & retention team.
Responsible to implement process and handle all escalations application from supervisors
Interact with Training Team to ensure effectiveness on the Floor.
HP Sales Process: Best Performing Team Leader.
Top Achiever Award for 2006 – 2007 (HP HHO Department)
Top Achiever Award for Best SAS Team Lead – August 2007 & Dec 2007 (HP HHO Department)
Aug’ 06 – July’ 08: Sutherland Global Services Pvt Ltd, Mumbai as Team Coach & Technical
Support Officer (HP Tech)
Up selling and providing technical support to customers for Hp Laptop & peripherals.
Responsible for hourly SLA to meet business requirement.
Team Mentoring to ensure Team Members have job satisfaction and delivered optimally.
Received Excellent Performance Award for the Best Advisor on floor – Oct 2007 (HP Tech)
On the Job monitoring to trace best floor effectiveness.
Jun’05 – May’ 06: Excel Infoways as Sr customer Service Officer
Sales officer for Dish Network & 3G UK
IT Forte: Proficient in MS Office applications including Word, Excel, PowerPoint & System Administration.
Date of Birth : 12th
Language Skills : English, Hindi, Kutchi, Marathi, Gujarati
Address : A/15, Om Pushpanjali Society, Pallavi Lane, Veera desai Road, Andheri (w),
Passport issue Date : 14/07/2010
Passport Expiry Date : 13/07/2020
Long Bike Rides,
Listening to Music,