Curriculum Vitae

MEGHA J DESHPANDE

CAREER OBJECTIVE

A dynamic career focused graduate in IT seeking to perform in middle

Managerial assignments in the areas of Operations / Customer Service in a
growth oriented organization.

ADDRESS
PERMANENT:
E-7/140,
Lajpat Rai Society,
Arera Colony,
Bhopal-462016
Mobile Number: +919009993893, 09589491839
E-mail ID: meghajayantdeshpande@gmail.com

ACADEMIC CREDENTIALS

B.Com (Computer Application)

BARKATULLAH UNIVERSITY, BHOPAL 2005

EDUCATION BOARD/UNIVERSITY YEAR OF PERCENTAGE

PASSING SECURED
S.S.C MP
H.S.C MP
B.Com (Comp. BARKATULLAH UNI. 2005
App)

OTHER QUALIFICATION:

AWARDED CERTIFICATE OF ASSOCIATION OF MUTUAL FUNDS IN

INDIA,
(VERY IMPORTANT CERTIFICATE FOR MUTUAL FUND INDUSTRY IN
INDIA)

EXPERIENCES GAINED

PROFESSIONAL PROFILE

 A Dynamic Professional with approx 4.5 years of cross-functional experience in

Operations and Customer Service in the Management Training & Development
and Mutual Fund Industry.
Megha Deshpande Curriculum Vitae

 Currently Working as Client Relations/Operations - Executive with “Birla Sunlife

Asset Management Company Ltd” since Sep’07 till date.
 A keen analyst with skills in assessing Customer Service trends and
implementing strategies for managing and motivating team members.
 Effective relationship management with key Corporate & Distributors.
 Experienced in implementing procedures, control systems, service standards,
operational policies & norms and customer services standards.
 Possess strong interpersonal communication and organizational skills with
proven abilities towards achieving organizational goals.

ORGANISATIONAL EXPERIENCE

 Currently Working with “Birla Sun Life Asset Management Company

Ltd” as Executive – Operations & Client Relations since November 2009
till date

Job Profile

 Responsible for day-to-day customer servicing.

 To analyze the enquiries and ensuring speedy resolution of queries &
grievances to maximize client satisfaction levels.
 To give initial introduction and presentation to clients about services initiated
by us.
 Ensuring maximum customer satisfaction, achieving delivery and service
quality to build credibility. Tagging in Talisma Software: all the requests;
queries & issue of brokers/investors (walk-ins/calls) are resolved with
satisfactory resolution in specified timeline.
 Interaction with the corporate customers, distributors & investors for resolving
their queries related to their investments. Responsible for day-to-day
customer servicing & operational functions.
 Timely and accurate transaction reporting in VISION after proper verification
of the application forms for all the equity & high value liquid transactions.
 Review of all daily Process Report for all pending financial transactions as well
as non-financial transactions, collection of replacement forms etc. Also, follow
up for all the pending Escalations, Exceptions & pending corporate
documents.
 Ensuring regulatory requirements are complied, Audit records are maintained
& Monthly MIS sent to HO for review.
 Support the sales team locally with respect to distributor servicing. Also
attend all the cases highlighted by sales related to customer service.
 To analyze the enquiries and ensuring speedy resolution of queries &
grievances to maximize client satisfaction levels.
 Monitoring operational performance of the branch on daily, weekly and
monthly basis.
 Ensuring maximum customer satisfaction, achieving delivery and service
quality to build credibility.
Megha Deshpande Curriculum Vitae

 Interaction with the corporate customers, distributors & investors for solving
their queries related to their investments.
 LMS i.e. Lead Management System in which the leads of the prospective
investors are assigned by Contact Center Team to us which we manage to
convert either by assigning it to RM / IFA / DIRECT.
 Cross-selling & Up-selling of the schemes & services initiated by Birla Sun Life
Mutual Fund.
 Monitoring administration performance of the branch on monthly basis.
 Manning of Front Office functions and branch administrative related functions;
Imprest Management System; Branch Imprest Expense Management System
to raise the vouchers against bills for monthly expense at branch.
 Maintain expenses with implementation of stringent cost control measures
and optimum resource utilization.
 Retention Activities like: save the redemptions & SIP cancellations.

 September’2008 - November’2009 “Birla Sun Life Asset Management

Company Ltd” as Executive – Client Relations

Job Profile

 Responsible for day-to-day customer servicing.

 To analyze the enquiries and ensuring speedy resolution of queries &
grievances to maximize client satisfaction levels.
 To give initial introduction and presentation to clients about services initiated
by us.
 Ensuring maximum customer satisfaction, achieving delivery and service
quality to build credibility. Tagging in Talisma Software: all the requests;
queries & issue of brokers/investors (walk-ins/calls) are resolved with
satisfactory resolution in specified timeline.
 Interaction with the corporate customers, distributors & investors for resolving
their queries related to their investments.
 LMS i.e. Lead Management System in which the leads of the prospective
investors are assigned by Contact Center Team to us which we manage to
convert either by assigning it to RM / IFA / DIRECT.
 Cross-selling & Up-selling of the schemes & services initiated by Birla Sun Life
Mutual Fund.
 Monitoring administration performance of the branch on monthly basis.
 Manning of Front Office functions and branch administrative related functions;
Imprest Management System; Branch Imprest Expense Management System
to raise the vouchers against bills for monthly expense at branch.
 Maintain expenses with implementation of stringent cost control measures
and optimum resource utilization.
 Retention Activities like: save the redemptions & SIP cancellations.

Achievements
Megha Deshpande Curriculum Vitae

 Consistently achieved score of 4.0 – 4.8 (out of 5) in last six months in the CR
score card. This scorecard reflects productivity and efficiency across all KRA
parameters.

 September 2007 – September 2008 with “Birla Sun Life Asset

Management Company Ltd” as Executive – Operations & Customer
Service.

Job Profile

 Responsible for day-to-day customer servicing & operational functions.

 Timely and accurate transaction reporting in VISION after proper verification
of the application forms for all the equity & high value liquid transactions.
 Review of all daily Process Report for all pending financial transactions as well
as non-financial transactions, collection of replacement forms etc. Also, follow
up for all the pending Escalations, Exceptions & pending corporate
documents.
 Ensuring regulatory requirements are complied, Audit records are maintained
& Monthly MIS sent to HO for review.
 Support the sales team locally with respect to distributor servicing. Also
attend all the cases highlighted by sales related to customer service.
 To analyze the enquiries and ensuring speedy resolution of queries &
grievances to maximize client satisfaction levels.
 Monitoring operational performance of the branch on daily, weekly and
monthly basis.
 Ensuring maximum customer satisfaction, achieving delivery and service
quality to build credibility.
 Interaction with the corporate customers, distributors & investors for solving
their queries related to their investments.

 August 2005 – July 2007 with The Clique MDI Pvt. Ltd. as Sr. Executive
(Operations).

Job Profile

 Responsible for managing training programmes of institutional and corporate

clients.
 Responsible for operations, functioning, liaison with all the branches of “The
Clique”.
 Periodical reviews and performance enhancement appraisals of the team
members.
 Maintain expenses with implementation of stringent cost control measures and
optimum resource utilization for maximum sales & service quality.
 Monitoring operational performance on weekly basis for generating MIS.
 Megha Deshpande Curriculum Vitae

 Implementing various employee promotional activities such as rewards &

recognitions, family get-togethers, picnics etc. to create loyalty and enhance
job satisfaction.
 Ensuring maximum customer satisfaction, achieving delivery and service
quality to build credibility.
 Organizing and participating in PR events for generating new contacts and
potential sales.
 Interaction with trainees to troubleshoot on complaints and implementing
suggestions.
 Impart appropriate training to support service staff.

Achievements

 Assisted the top management in devising incentive packages for the team,
thereby ensuring optimum performance.
 Introduced “Employee of the Month” Scheme whereby the best employee
would be treated to feast of delicacies with their family members, thereby
increasing the motivational level of the staff.

COMPUTER LITERACY/ I T SKILLS

Operating System: Windows 95/98/2000/NT/ ME

Design Tool: Adobe Acrobat, Photoshop+.
Office Automation: Microsoft Office 98/2000/XP
Mail Management: Microsoft outlook, Outlook Express.

PERSONAL PROFILE

 LINGUISTIC PROFICIENCY: Having a good command over English majorly,

other languages known are Hindi & Marathi.

HOBBIES

Reading Novels and Motivational Books, Travelling and Interacting with people
and Experimenting in cooking.