Riddhi Tavkar

Experience

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  Tata Consultancy Services

  Feb 2015 - Nov 2018

  Senior Associate

  • Preparing draft of form 5500 for US qualified plan (DB and DC).• Performing compliance testing of US qualified 401k plan.• Working on supporting documents for US Auditor. • Research on Financial data of participants employed in the plan. • Preparing MIS.

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  Tata Play Ltd

  Jun 2019 - Dec 2022

  SENIOR EXECUTIVE- Fraud & Investigation

  • Telcom Fraud Prevention and other Revenue assurance activities .• Handling Fraud Management system Knowledge of MS Excel. MS-Powerpoint knowledge.• Fraud Monitoring and Prevention operations such as, Monitoring suspicious traffic, defining and validating rules, effective closure of fraud alerts etc. • Conduct timely and thorough investigation of cases referred for fraud incidents, misuse of systems revenue leakage fraudulent usage, etc. - • Fraud risk assessment, monitoring and analysis, prevention of fraud and revenue leakage.• Billing checks and audits.• MIS and Reports for higher management. Show less

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  Mahindra Holidays & Resorts India Limited

  Dec 2022 - Oct 2023

  Assistant Manager – Member Experience Management (Quality Auditor)

  • Conduct thorough quality assessments of email, chat, and call interactions to ensure adherence to established standards and guidelines.• Evaluate the content, tone, and accuracy of customer emails to ensure effective communication and issue resolution.• Monitor chat conversations, assessing agent professionalism, empathy, and resolution skills to optimize customer satisfaction.• Conduct live monitoring and analyze recorded calls, focusing on agent courtesy, communication skills, product knowledge, and compliance with policies and procedures.• Leverage ORM analysis to monitor and analyze user feedback, reviews, and comments on platforms like LinkedIn, identifying areas for improvement and enhancing brand reputation.• Collaborate with cross-functional teams to develop strategies for enhancing customer service experiences and maintaining a positive online presence.• Conduct Process Audit for the organisation such as Contact centre, Retention, Grievances and Branch Audits.• Prepare SOP Show less

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  Rentokil Initial

  Apr 2024 - now

  Assistant Operations Manager

  • Branch Hygiene & Compliance Tracker: Oversee and monitor hygiene standards and compliance across branches.• Report Preparation: Create and analyze detailed reports, including:1.Physical Stock Reports: Document stock quantities and items without quantities.2.Item Ageing Reports: Track ageing by quantity and value to optimize inventory management.• Stock vs. Billing Report Reconciliation: Follow up with branches to resolve discrepancies between stock and billing reports, ensuring accuracy by month-end.• Branch Ops Evaluation Tracker: Evaluate and track branch operations to assess performance and identify areas for improvement.• Google Reviews Management: Monitor and manage customer feedback through Google Reviews to enhance branch reputation and service quality.• Audit Checklist Preparation: Develop comprehensive audit checklists for services to ensure thorough and effective evaluations.• Branch Audit Management: Conduct audits to ensure adherence to company policies and operational standards.• Petty Cash Oversight: Perform audits of petty cash to maintain financial accuracy and integrity.• SOP Preparation and Revamp: Develop, update, and streamline Standard Operating Procedures (SOPs) to improve operational efficiency. Show less