Rohit Talekar Email & Phone Number

Maharashtra, India

Mumbai, Mh, In

Maharashtra, India

• Analyzed and reported performance data, translating findings into practical improvement actions• Boosted service efficiency with development of various product (ATM, CRM, MFM, CDMs) to facilitate more efficient transactions.• Worked collaboratively with cross functional departmental team• Functioned as point of contact for service account and focused on timely and successful completion of monthly service review packs.• Worked collaboratively with cross functional departmental team and served on monthly billings appraised to clients.• Created reports, analyze, and interpreted uptime and transaction data, including declines, core information on transaction types.• Presenting the monthly Service review performance to clients.• Understanding of PCI-DSS, PA-DSS, VA, PT and other audit documents.• Running of BCP (Business Continuity plans and DR drills annually.• Walkthrough the client in service management audit calls.• Preparing of implementation plan for new projects.• Monitor, control and support service delivery, ensuring systems, procedures and methodologies are followed.• Accountable for services and performance, service improvements, quality and processes.• SLA and management reporting.• Presenting changes in weekly Change review board meetings.• Understanding of API and UPI gateways workings and flow.

Maharashtra, India

Maharashtra, India

- Data analysis of transactions. Verifications of uptimes for various interfaces.

Mumbai Area, India

• Preparations of SOPs according to client’s requirements. Also, re-engineering the existing SOPs based on customers’ prerequisites and desires. In-depth understanding the SoPs and policies • Accountable for day to day operations and ensuring all prescribed assurances are met for the services delivered.• Appraising and analyzing the day to day operations to ensure the service level agreements are met.• Assisting the different work and line managers of cross functional teams.• SPOC for customer issues, activities, escalations and complaints till end to end solutions• Leading online training programs for new customers associating with organization • Supporting to improve the client relationship strategy and service improvement through monthly interface meetings.• Adherence to Quality and Compliance guidelines by creating SOP document• Providing the root cause analysis report to customers for the incident occurred in internal environment.• Updating of incident management to internals and to clients during and after the incidents• Accountable for audits checks conducted by clients.• Reporting of service reports to clients on daily and monthly basis.• Representing as the department SPOC in internal induction programs• Understand the end to end services and corresponding customer touch points and handoffs• Analyzing, task planning and organizing structure within team, calculation in time and effort to increase overall efficiency.• Handling the overall infrastructure of department. Systems integration and API for vendors portals.

Mumbai Area, India

• Handling end-to-end solutions for 1500+ ATMs’ and CDMs’ channel network across globally in service segment• Analyzing monthly customer interface programs reports with 100% on no account errors • Process diagnostics to enhance to automation of effective processes to reduce slippages, improve productivity, and streamline overall operations• Manage and resolve service failures, customer complaints, queries and service issues through a team of 11 Coached the helpdesk team in CRM and zero escalations• Recruiting qualified professionals to maintain the effective service commitment• Developing and sustained excellent customer relationship through deep engagement and delivering continuous value by meeting customer expectations

Mumbai Area, India

Maharashtra, India

Master'S Degree, Business/Commerce, General, A

Activities and Societies: Management and ProcessMasters in Commerce

Master Of Business Administration (M.B.A.), Information Technology

Activities and Societies: Games Organizer for Alumni eventCurrently pursuing MBA in IT from Welingkar Institute of Management studies

Master Of Business Administration - Mba, Information Technology