Summary
Overview
Work History
Education
Skills
References
References
Timeline
Generic

BHAVIN MEHTA

St Catharine's,ON

Summary

Thoughtful leader with strong analytical and problem-solving abilities to drive business results. Have full ownership of strategic thinking to identify and capitalize on opportunities for growth and efficiency. Keen ability to analyze complex data and develop effective solutions to problems. Deliver symmetry with forward-thinking organizations that strive for meaningful impact.

Overview

18
18
years of professional experience

Work History

TLM Consultant

ADP
Toronto, ON
10.2022 - Current
  • Provide effective solutions for clients' software and hardware inquiries related to Time and Labor Management products
  • Consistently apply best practices in call handling, resulting in a high level of Service Excellence.
  • Managed customer inquiries regarding Time and Attendance Products on billing matters while processing Starts and Terminations efficiently.
  • Resolve inbound service requests from internal and external clients utilizing ADP Time products
  • Collaborate with internal product support partners to bring resolution to client request.
  • Developed a comprehensive executive reporting dashboard for all teams in Beyond Payroll.

Marketing Expert

Accenture
St. Catharine's
07.2020 - Current
  • Support and expand large social media self-serve advertising customer base by providing value-based advertising solutions
  • Meeting and Exceeding monthly sales targets and drive higher advertising spend for small and medium-size businesses
  • Outbound Calling Small, Medium and Large Business Owners who are interested in Social Media marketing and advise them a tailored marketing plan based on their business goals
  • Discussion about their budget, target audiences and advertisement videos or images is part of the call
  • Implementing the right marketing strategy solutions and scheduling follow up calls to review the results and look for further ways to optimize the advertisement campaigns

Warehouse Associate

Walmart Logistics
Mississauga
06.2020 - 07.2020
  • General Warehouse Duties including Load/Unload Trailers
  • Picking, Receiving and Shipping
  • Stock replenishing and restocking of inventory / customer product
  • Maintain order filling performance expectation of the job function while maintaining accuracy
  • Adhering to all Operations policies and procedures
  • Associate related programs and procedures, including health and safety and housekeeping programs to ensure compliance with the relevant legislation and company policy
  • Stand/walk during shifts lasting up to 10 hours, and frequently push, pull, squat, bend, and reach

Deputy Manager, Finance Operations

ADP
Hyderabad
02.2012 - 12.2019
  • Provide approval of sales orders, calculation of annualized revenue, incremental roll call, client financial changes, full cycle of billing operations, generating T4's, loss management, Sarbanes Oxley compliance, team management, customer service, employee engagement, talent development and retention
  • Manage Day to Day workflow management and meet with team leaders to review the previous day KPI performance and plan for the day
  • Measure Team Leader's KPI's and ensure that they are meeting their Team's KPI's, Quality and CSAT targets as defined by business
  • Calibration sessions with the Business Partners and Internal Customer Service Quality team on weekly basis
  • Responsible for daily, weekly, monthly review of Quality results and CSAT and implement actions to improve as required
  • Conducted monthly one-on-one meetings with all the Team Leaders and Agents to assess their performance and provided Coaching, Created Individual Development Plans and Succession planning
  • Conducted Performance reviews for all the Team Leaders and Agents on half-yearly and yearly basis
  • Implemented robotic process automation to eliminate manual intervention updates in the process which resulted in efficiencies and were able to reduce 5 associates
  • Identified revenue leakage in billing process where clients were not billed for monthly service fees worth $1M CAD
  • Contributed process improvement ideas for eliminating non-value add process steps and streamlining processes which resulted in savings of $150,000 CAD
  • Cross trained teams across all the processes to handle additional volumes and increase efficiencies of the team by 30%
  • Introduced employee-recognition programs, associate/management communication forums and career-pathing opportunities that boosted staff retention, morale and satisfaction to new bests

Team Leader, Customer Service

Bank of America
Hyderabad
05.2007 - 12.2011
  • Managed service loans of various mortgage companies on the property of the borrower, gather finance related information from other banks / mortgage companies on the same property, and provide customer service via inbound and outbound calling, assisting customers with workout plans in terms of modification, forbearance and repayment plans
  • Joined CFCI (Countrywide Financial Corporation International India Services Private Limited), Hyderabad as an Associate in May 2007 and was promoted as a Team Leader - Operations in December 2008
  • Establish and maintain healthy business relations with customer, enhance customer satisfaction matrices by achieving delivery and service quality norms; ensure daily/ weekly client calls and client reporting
  • Responsible for the Performance and Appraisal of 15 Team Members (Front Line Agents)
  • Involved in the Transition Phase of the process from USA to India which included Process Training, Head-Count Discussions, SLA Definitions, etc
  • Various Reporting Activities required for varied purposes like Weekly Dashboard Reporting, Six Sigma Green Belt Projects for Process Improvement, etc
  • With the use of various Microsoft Tools like MS Word, MS Excel & MS PowerPoint
  • SPOC for Project NEO (Quarterly Calibration Calls with LOB's)
  • Follow various programs run by the department like, Prometheus, Extreme Leadership, Centum Q, NEO, Big Idea, Chuckle Berry's, etc

Sr. Calling Executive

CallZone Pvt Ltd.
Hyderabad
05.2006 - 05.2007
  • The aim of the project is to call the US customers from Yellow Pages directory/leads to offer better interest rate on their Mortgage loan by helping them in re-financing their Mortgage loan
  • Collect all the information (Loan amount, Current Interest rate, Value of the property, Credit Score from the clients and update the database for re-finance their loan
  • Customers who were interested in re-financing their mortgage loan were transferred to the Attorneys available online, thus completing the sale
  • Maintain a high-volume workload within a fast paced environment
  • Assisted an average of 150 clients in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume)
  • Helped company attain the highest client service ratings (as determined by external auditors) - earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness
  • Completed voluntary client relations training to learn ways to enhance customer satisfaction and improve productivity

Education

Bachelors of Commerce -

Osmania University
01.2001

Skills

  • Project management
  • Communication
  • Data analysis
  • Leadership
  • Strategic planning
  • Change management
  • Technology
  • Team building
  • Decision Making
  • Active Listening
  • Executive Reporting
  • Collaboration
  • Problem Solving
  • Conflict resolution
  • Emotional intelligence

References

References available upon request

References

References available upon request.

Timeline

TLM Consultant

ADP
10.2022 - Current

Marketing Expert

Accenture
07.2020 - Current

Warehouse Associate

Walmart Logistics
06.2020 - 07.2020

Deputy Manager, Finance Operations

ADP
02.2012 - 12.2019

Team Leader, Customer Service

Bank of America
05.2007 - 12.2011

Sr. Calling Executive

CallZone Pvt Ltd.
05.2006 - 05.2007

Bachelors of Commerce -

Osmania University

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BHAVIN MEHTA