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Experienced Senior Customer Service Representative with a proven ability to manage complex customer interactions across multiple systems while delivering accurate, empathetic support. Skilled in resolving escalated issues, providing in-depth product guidance, and maintaining the integrity of customer accounts. Recognized for leadership, problem solving and commitment to improving processes and enhancing the overall customer experience. Seeking a career where I am able to apply my experiences in customer service to make a meaningful impact by helping customers navigate situations with confidence and care. A role where my knowledge, listed skills are valued and a continuation in developing while delivering excellent service.



DYNAMIC SENIOR MANAGEMENT PROFESSIONAL WITH AROUND 20+ YRS OF EXPERIENCE (Current assignment with PhonePe Wealth Services Private Limited., Mumbai as Director Operations) Online product & platform development New Initiative Product Management & Development Business Development Distribution Channel Management Marketing Initiatives for Mutual Fund Operations Management New Product & Branch Launches Relationship Management Team Management Seeking to be an effective catalyst in business growth, building and fortifying brand equity, successfully driving profit-generating strategies as a part of Senior Management as Vice President/ General Manager/Equivalent Senior Position in Finance/Banking Sector
PROFESSIONAL ATTRIBUTES Result-driven Work Approach ~ Strong Problem Solving Skills ~ Efficient Planning & Execution Skills Skillful Time Management ~ Excellent Communication & Interpersonal Skills ~ Tenacious in building a new business, strong abilities in achieving service delivery and process targets with excellent networking and negotiating skills. Proficient in project planning, development, and implementation of online and offline projects. Attained proficiency in developing markets, establishing markets & achieving the targeted goals.

Dynamic Chief Product Officer with a proven track record driving product growth. Expert in B2B SaaS and AI/ML integration, I excel in innovation leadership and building high-performing teams, consistently delivering strategic product visions that enhance customer adoption and market penetration.

Sr. Business /System Analyst, Consultant and Certified Scrum Master (CSM) with 12+Yrs of experience along with lean thinking, effective SDLC, facilitating and mentoring to agile area, coaching, and mentoring scrum framework and knowledge with SAFe Agile. Experienced in package implementation – ITSM, ITOM, Service Catalogue, OCM, Product Catalogue, Order Management- B2B, B2C, vendor management, Contact Center knowledge. Experienced in EDI, ETL, CPT code, EHR EMR, and Organization Change Management by effectively communicating with Stakeholders (internal and external) and presenting the impact analysis with data visualization tools (PBI) Visio specialist to prepare organization work flow, E2E process Flow, Data Flow diagram. Being an analyst, understanding business processes and market trends and can foresee potential challenges or opportunities, crafting plans for them accordingly. Learning more about their specific skills, such as adaptability and project management, can help improve system performance. leveraging business data to guide strategy and improve results by comprehending complex business issues and assisting corporate decision-making. Based on data analysis, which helps to define and interpreting what actions will ensure the achievement of strategic objectives. In past work experience, managed requirements by extracting requirements from Executive Business Stakeholders and/or Sr. Management for enterprise software solutions for computers and mobile devices. Maintaining stories in JIRA based on Epic and chunks of their subtasks. Experienced interfacing with business stakeholders and technical teams, facilitating requirements work sessions and writing detailed Business Requirements for complex projects. Identified and analyzed upstream and downstream dependency among user stories and presented the dependency to product owner for prioritizing purposes. Translate business needs and desired user experiences into comprehensive and executable user stories to ensure understanding by all project members. Handled Performance Tuning and Optimization requirements, with strong analytical and troubleshooting skills for quick issue resolution in large-scale production environments. Used strong analytical and product management skills to interpret customer business needs and translate them into application and operational requirements. Designed client user acceptance testing database and process documentation to accommodate beta testing dependent on successful completion of sequential steps. Coordinated application development, coding, testing, user acceptance testing and production to ensure business requirements were consistently satisfied. Driven collaboration between business analysts, active user group members and developers to vet proposed changes to ensure optimal implementation strategies. Contributed in major responsibilities included gathering and analyzing business requirements of the heritage clients and coordinating the implementation of projects using SDLC. Analyzed enterprise business processes and requirements utilizing various meetings, direct observation, data analysis, document review, and questionnaires.

Apittha Khanchala

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Agency Nurse

Managing Director

Chief Financial Officer

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Bachelor of Arts - Journalism

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Agency Nurse

Managing Director

Chief Financial Officer

Bachelor of Arts - Journalism

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