JITENDRA MAKWANA
Toronto,ON
Summary
With more than 4 years of experience, highly motivated and service-oriented professional with hands-on experience in a banking and non-Banking Financial Company and backed with a record of achievement in FinTech. Proven success in implementing value-generating practices to maintain and achieve loan operational excellence. Energetic and detail-oriented financial operation analysts with two year of experience in a fast-paced cooperative environment, passionate about identifying customer needs and credit scores and improving the customer journey. As a finops analyst at Lendingkart, strategically planned and executed duties based on workload and operational functions. Strong ability to contribute to the success of the business operation in a complex environment. Effective interpersonal skills with the ability to adapt to a new environment.
Overview
8
8
years of professional experience
Work History
Supervisor of Operations
Osmow's Shawarma
Owen Sound, ON
07.2023 - 05.2025
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
- Enhanced operational efficiency by streamlining processes and implementing best practices in the workplace.
- Oversaw inventory management, maintaining optimal stock levels while minimizing waste and excess costs.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Completed bi-weekly payroll for 10 employees.
Sr Process Associate ( Customer Support )
Tata Consultancy Services ( US Process )
Ahmedabad
04.2022 - 08.2022
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Resolved customer service issues using company processes and policies, and provided updates to customers.
- Escalated issues to the proper supervisors when standard processes were not effective.
- Utilized active listening skills to understand customer needs, and provide tailored solutions.
- Developed and maintained strong relationships with customers to foster repeat business.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved accounting, service, and delivery concerns.
- Increased efficiency and team productivity by promoting operational best practices.
Process Associate ( CRM )
Ascendum KPS Private Ltd
Ahmedabad
09.2020 - 08.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer calls and emails to answer questions about products and services.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Solved problems with products and services by providing customers with technical support.
- Utilized internal software and tools to meet customer needs, and resolved issues promptly.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Provided customer feedback to management and identified areas for improvement in products and services.
- Promptly responded to inquiries and requests from prospective customers.
- Met customer call guidelines for service levels, handle time, and productivity.
Customer Service Representative ( In-house Sales )
Lendingkart Finance Ltd
Ahmedabad
09.2017 - 07.2020
- Onboarded clients and provided ongoing employee-client support, contributing to product development.
- Conducted due diligence on prospecting clients, reviewing their KYC.
- Filed applications and attached credit reports for prospecting clients.
- Fostered relationships with both prospecting and existing clients. Evaluated customer records based on Equifax reports and payment history.
- Analyzed credit bureau reports and financial statements to assess lending risk.
- Managed client disbursement, installments, and ensured satisfaction. Performed administrative duties, assisted customers in loan applications, and supported project goals.
Education
International Business Management - Business
Niagara College
Toronto, ON05.2023
Master Of Business Administration - Business
Gujarat Technological University
Ahmedabad 05.2017
Bachelor Of Business Administration - Business
Gujarat University
Ahmedabad 05.2015
Skills
- People management
- Analytical thinking
- Customer service management
- Problem solving
Languages
English
Full Professional
Gujarati
Native or Bilingual
Achievements
- Financial Operations Analyst, star performer in the month of October 2019
- The second-best star performer in the month of December 2019 was a financial operations analyst
- Employee of the Year for Lendingkart Finance Limited for converting the highest number of business loans
- Employee of the Year for 2024 for Osmow's Shawarma
Timeline
Supervisor of Operations
Osmow's Shawarma
07.2023 - 05.2025
Sr Process Associate ( Customer Support )
Tata Consultancy Services ( US Process )
04.2022 - 08.2022
Process Associate ( CRM )
Ascendum KPS Private Ltd
09.2020 - 08.2021
Customer Service Representative ( In-house Sales )
Lendingkart Finance Ltd
09.2017 - 07.2020
International Business Management - Business
Niagara College
Master Of Business Administration - Business
Gujarat Technological University
Bachelor Of Business Administration - Business
Gujarat University