Experience

• 

  Diebold nixdorf

  Apr 2009 - Dec 2010

  Customer care executive

  Key Responsibilities Area / Roles Played• Coordinating between engineer and vendors to fix faulty ATM machines• Handling first level escalations from customers • Determining actual fault with the machine and coordinating with relevant teams to ensure machine is operational within the turnaround time (TAT)• Had been given a specific customer to focus on and ensure SLA targets were achieved

• 

  Ags transact technologies ltd

  Apr 2011 - Oct 2018

  Key Responsibilities Area / Roles PlayedDeputy Manager, 2016- 2018• Managing team of 23 people for Axis Bank IAD project• Services offering ATM Deployment, Network Management, Cash Management, ATM Connectivity to LIVE network• Generation and submission of uptime report for 4400+ ATMs to respective banks switch/channel management centres including recyclers machines• Coordinating with EJ Team (Tranxit) to get report on EJ Connection• Coordinating with Bank Channel Team for better prospect on uptimeProjects Undertaken• Axis LDM Replacement Project for more than 750 Machines• ATM migration from MSP to IAD for Axis bank• ATM Replacement project from Diebold to Wincor Show less • Coordinating with custodians and vendors for arranging attendance to fix ATM machines• Handling first level escalations from customers and managing internal account managers• Determining root cause with the machine and coordinating with relevant teams to ensure machine is operational within the turnaround time (TAT)• Owner of the task – Monitoring and ensuring that all the tasks are completed as planned• Following up with CE and custodians to take regular updates of the jobs assigned• Focusing on and ensuring SLA targets were achieved• Monitoring the day-to-day operations and maintaining the service levels as per SLA, which involves ATM operations and generation various reports from the switch as per Banks requirement• Checking the transaction details using ESQ Software• Troubleshooting various hardware and software issues of ATM with help of Engineers and Custodians Show less

  • Deputy Manager Operations

    Jan 2016 - Oct 2018

  • Assistant Manager

    Jan 2014 - Jan 2016

  • Senior Executive

    Jan 2011 - Jan 2014

  • Executive

    Apr 2011 - Dec 2011
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  Vakrangee limited

  Oct 2018 - Feb 2022

  Deputy general manager

  Key Responsibilities Area / Roles Played• Monitoring and arranging team (10 people) for 5000+ ATM’s operations, technical maintenance and commissioning• Handling from customers and internal team’s escalations and resolving the same within time period• Monitoring daily basis transactions and analysing same to get improvement• Managing Vendors and coordinating for further service and agreements• Working for tool implementation• Coordinating with switch and NPCI internal and external issues Show less

• 

  Ags transact technologies ltd

  Feb 2022 - now

  Project manager

  Key Responsibilities Area / Roles Played• Handling end to End project to assist in implementation, progress reports, plans, scoping and vendor management.• Stakeholder management by arranging review meetings on monthly basis and taking necessary action as per their input• Additional revenue generation and milestone settings from spares and project billing• Monitoring timely Invoice generation and payment collection• Handling day to day customer escalations and resolving the same on priorities • Managing planning, execution, commissioning of scheduled and national banks• Ensuring SLA Signing, I Base reconciliation, Penalty Reconciliation is done with stakeholders on time• Coordinating with Technical team and PS Team for project testing ensuring its commissioning is completed post approval• Ensuring I Base data is updated for timely billing Show less