Vinayak Shinde
Insurance, Finance and Customer Service
Pune
Summary
Experienced client support associate with over 13 years of expertise in client servicing. Demonstrated ability to handle diverse business verticals simultaneously. Proficient in effectively managing client feedback and maintaining strong interpersonal relations.
Overview
15
15
years of professional experience
2014
2014
years of post-secondary education
Work History
Associate Process Manager
EClerx Services
12.2024 - 01.2025
- Process Transition Preparation: Assisted in readiness activities for the anticipated KYC Refresh - Leo process, aligning with compliance and regulatory standards.
- KYC Documentation Expertise: Reviewed and aligned KYC documentation procedures to meet client-specific compliance needs.
Subject Matter Expert (Coordinator)
United Parcel Services (UPS)
03.2024 - 08.2024
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- KYC Compliance: Managed KYC processes for US clients, ensuring compliance with OFAC, FinCEN, and USA PATRIOT Act standards.
- Stakeholder Coordination: Served as the key contact for clients and teams, resolving complex queries and streamlining communication.
- Risk Management: Conducted risk assessments, analyzed UBO structures, and mitigated compliance risks effectively.
Subject Matter Expert
GALLAGHER SERVICES
07.2023 - 11.2023
- I have worked for Workers' compensation in the United States, which is primarily state-based system of workers' compensation.
- In the United States, some form of workers compensation is typically compulsory for almost all employers in most states (depending upon the features of the organization).
- In the United States, most employees who are injured on the job receive medical care responsive to the workplace injury, and, in some cases, payment to compensate for resulting disabilities.
- As each state within the United States has its own workers' compensation laws, the circumstances under which workers' compensation is available to workers, the number of benefits that a worker may receive, and the duration of the benefits paid to an injured worker, vary by state.
- In this process, my part was to Create new client's policy, cancellation of existing policy, deactivation of existing policy, set up claim and send to relevant departments.
- I have also done renewal and revision of policies as per request.
Senior Personal Banker
CONCENTRIX
09.2021 - 05.2023
- I have managed transactions, direct debits, standing orders, frauds and dispute, card maintenance etc.
- I have supported customers on full-serve platform by giving them a satisfactory and timely resolution by building expert knowledge of company products and services to answer customers queries accurately.
- Along with above I have also handled credit, debit, and prepaid accounts of customers.
- Worked collaboratively with team members to achieve customer service KPIs.
- I got opportunity to handle team, which was done efficiently, also worked with MIS team for team quality data, daily attendance, shift change request's etc.
- Have followed escalation guidelines to escalate complex issues to relevant staff members.
- Understood and capture nature of all online interactions to enable accurate tracking of web chat activity.
- Entered and updated customer account data, maintaining accurate and up-to-date records to make information easily accessible.
- Identified work processes requiring improvement and recommended potential solutions to improve customer experience.
Senior Associate Advisor
WNS
05.2013 - 08.2021
- In this job role, policy holders or financial advisors would request to make changes to policy or multiple polices via letters, E-mails or Telephone (Onshore team used to handle calls and then pass on case to offshore team).
- These requests included change of Address, change of name, change of marital status, change of pension age, change of funds they have invested into.
- Whenever I received request from them, first I had to vet the case, after which I needed to analyze the Case/request type.
- Once case type was sorted it was to be done within same day and I was supposed to respond them via letters to their verified postal address or via verified E-mail address with confirmation or the resolution to their queries.
Accountant and Tele Services
VARAD CONSTRUCTION
10.2011 - 02.2013
- It was my duty to maintain robust financial records for business for regulatory reporting and taxation.
- I had to identify and implemented process changes to improve reporting time and quality.
Voice & Web Support Associate
WIPRO
02.2010 - 09.2011
- My duty was to help internal team optimize systems and software solutions by removing purchase friction and enhancing customer experiences.
- I needed to check and analyze operating systems and application log files regularly to verify proper system performance.
- I have worked with delivery and product managers across groups to support function of websites.
- I needed to monitor systems for intrusions or denial of service attacks, promptly reporting security breaches to appropriate personnel.
- I had to be vigilant to identify and resolve my customers' needs promptly but with efficiency.
- If my customers faced any issues to book tickets, then it was my responsibility to book flight tickets as per request.
Education
Bachelor of Commerce -
Yashwantrao Chavan Maharashtra Open University
Skills
- Word
- Microsoft Excel
- Good communication - written and oral skills
- Excellent conceptual and analytical skills
- Effective interpersonal skills
Interests
Technology
Music
Cooking
Timeline
Associate Process Manager
EClerx Services
12.2024 - 01.2025
Subject Matter Expert (Coordinator)
United Parcel Services (UPS)
03.2024 - 08.2024
Subject Matter Expert
GALLAGHER SERVICES
07.2023 - 11.2023
Senior Personal Banker
CONCENTRIX
09.2021 - 05.2023
Senior Associate Advisor
WNS
05.2013 - 08.2021
Accountant and Tele Services
VARAD CONSTRUCTION
10.2011 - 02.2013
Voice & Web Support Associate
WIPRO
02.2010 - 09.2011
Bachelor of Commerce -
Yashwantrao Chavan Maharashtra Open University
Similar Profiles
Shiv MehtaShiv Mehta
Process Manager at EClerx ServicesProcess Manager at EClerx Services
Apurv SiwachApurv Siwach
Senior Data Analyst at EClerx ServicesSenior Data Analyst at EClerx Services
Sohan SinghSohan Singh
SOC Analyst at EClerx ServicesSOC Analyst at EClerx Services
Nilesh SankpalNilesh Sankpal
IT SUPPORT MANAGER at TECHWISE DIGITALIT SUPPORT MANAGER at TECHWISE DIGITAL
Priyanka WadvalePriyanka Wadvale
QA Engineer at Web Tree IT SolutionsQA Engineer at Web Tree IT Solutions