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EXPERIENCE__________________________________________________________
ABC1 Inc. Mumbai, India
Manager April 2010 to date
Deputy Manager April 2008 to March 2010
Assistant Manager June 2007 to March 2008
Spearheaded the BCU (Business Control Unit) audit to streamline the monitoring of Branch-level banking
and to ensure required compliances, both regulatory and non-regulatory
Achieved landmark increments in customer service levels and CASA (current account and savings account)
inflows through large-scale Home Banking audits
Led a 4-member team for successfully conducting companywide auditing for Clause 49, a key, regulatory
requirement (2007-2009); achieved a cost reduction of 63% in outsourcing budgets by conducting such
audits internally in place of sub-contracting to other agencies.
Swiftly detected and stalled very significant revenue leakages; collaborated across various functions to
ensure full recovery of said funds
Conceived and implemented innovative changes in auditing techniques across the Kotak Mahindra Group;
thereby drove a 19% reduction in costs through operational efficiencies
Conducted the 2nd highest number of audits (16 in place of 11 planned audits) thereby meeting team targets
(despite unexpected attritions) and within budgetary allocations. (FY 2007-2008)
Performance consistently rated as Outstanding and promoted twice during tenure
ABC2 Inc. Mumbai, India
Team Coach / Project mentor May 2004 to May 2007
Spearheaded a 12-member team for project Transition Q in Mumbai, Pune and Delhi cities; achieved a
large-scale turnaround by reducing manpower attrition to 4% (From 19%) and training period by 20% with
parallel increment in CSAT (Customer Satisfaction) score from 2.5 to 4.1 (May 2006 to May 2007)
Awarded Star of the Helpdesk & Best Performer (June 2005), Best Floor Support (November 2004).
Mentored a team of 30 customer service agents towards effective call handling; drove a dramatic 67%
reduction in Average Handling Time and a 51% reduction in Average Call Waiting in less than 6 months.
Conducted training (skills and techniques of floor walking) for floorwalkers in multiple office locations;
thereby achieved a 41% reduction in Average Call Duration (ACD) and 31% increment in productivity
Conceived and formed a specialized helpdesk department to identify permanent and speedy solutions to
unforeseen operational problems; the department played a commendable role during the hurricane season by
mitigating the impact of schedule changes, maintaining required service uptime and thus avoiding revenue
losses.

EDUCATION
UNIVERSITY OF MUMBAI Mumbai, India
Bachelors in Commerce (B.Com), First Class with Honours June 2004 - June 2007
Vice President, Student Council (June 2002- June 2003)
Selected as Divisional Representative (June 2001- June 2002) and Class Representative (June 2003- June
2004)
Represented the college for inter-collegiate (December 2002, December 2003) and State Level Cricket
Tournaments (December 2001)

ADDITIONAL
Guitarist in the church choir (New Life Fellowship Church, (Mumbai, India, January 1997 to January 2004)
Actively involved in organizing Blood Donation Camps, Vaccination Camps, Fund Raising events and
educational seminars for the underprivileged (Rotary Club of Ambernath, Mumbai, January 2007 till date)
Coordinated various social service activities at the Tamil Methodist Church (Street Ministry, Mumbai, 1999
to 2001) and Bombay Teen Challenge, a non-government organization (Mumbai, 1999 to 2001)

ABC by mbaadmissiongurus.com
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