madhu basavaraj

customer resolution consultant

About

Highly experienced, result oriented business operations manager with over 14 years of international experience with proven track record in building & operating large customer service teams up to 100 members. Set up & manage complex processes across Banking & Retail Sales verticals with strong understanding of processes, compliance, customer service, data analysis and team management. Key responsibilities included client engagement, meet KPIs, manage team performances, and continuously look for improving processes & systems. Accustomed to a fast paced environment with tight deadlines and handling multiple jobs simultaneously. I come with strong organisational, effective time management capabilities and with strong communication and relationship management skills able to support & sustain a positive work environment that fosters team performance.

Country

australia

City

sydney

Industry

financial services

Skill

financial services, leadership, management, team management, mis, business process, vendor management, performance management, employee engagement, bpo, talent acquisition, transition management, analysis, business analysis, process improvement, project management, business development, operations management, service delivery, outsourcing, team leadership, team building, customer service, customer relationship management, training, banking, change management, resource management

Experience

customer resolution consultant

business development manager

transfosys

2014-1 - 2016-2 · 2 yrs 2 mos

* Lead a team of 3 in prospecting new business & sales across the country. Conceptualized, implemented a new line of business in Trading in E-Waste products, resulting in 19% increase in overall company revenue. * Key Deliverables * Identify & develop new business. * Responsible for business development and sales team to achieve their KPIs. * Manage key agency/partner relationships * Manage the Pre-Sales and Post Sales activities * Responsible to meet revenue targets & monitor the P & L. * Ensure delivery of Excellent Customer Service * Responsible for & approval of Technical and financial quotes * Ensure seamless & on time delivery of products by the logistics team. * Significant Highlights * Conceptualized & implemented a new line business of Trading in E-waste resulting in increase of annual revenue by 19% - from 2.3 million (INR) to 2.75 million (INR). * Negotiated price with suppliers of E-Waste, resulting increased Sales profit by 3%. From 0.45million(INR) to 0.57million.(INR)

assistant manager operations

isgn

2013-1 - 2013-11 · 11 mos

operations manager assistant

altisource

2012-11 - 2012-12 · 2 mos

processing manager

hsbc

2008-5 - 2010-11 · 2 yrs 7 mos

assistant manager operations

hsbc

2005-8 - 2008-4 · 2 yrs 9 mos

* Transitioned 20 FTEs worth of work of US Mortgage Consumer Lending Payments process. * A certified BISO (Business Information Security Officer) for all of HSBC US processes. * Nurtured staff development led to 2 promotions from a customer executive to Team Lead. * Adjudged the BEST Assistant Manager Award for both H1’07 and H2’07 under a Manager

process specialist

hsbc

2002-3 - 2005-8 · 3 yrs 6 mos

* Processed/verified suitability to open HSBC offshore accounts and other related products. * Processed International Outwards Payments. This involved Multiple Currency Transactions, involving usage of SWIFT, Nostro and Vostro payments. * As SME was designated responsibility for backfill training and formulating training plans.