BENSY FURTADO

• Efficiently coordinate and manage the dispatch of airline catering orders to ensure timely delivery aligned with strict flight schedules and client requirements
• Collaborate closely with air-side operations, logistics, and internal departments within the unit to optimize workflow and prevent delays in catering dispatch
• Utilize advanced dispatch and logistics software to schedule deliveries, track orders, and manage inventory allocation
• Monitor real-time flight data and adjust dispatch plans proactively to accommodate schedule changes and minimize disruptions
• Prepare detailed reports on dispatch performance, order accuracy, and delivery timelines for management review
• Ensure compliance with airline regulations, safety standards, and quality control protocols throughout the dispatch process
• Familiar with real-time flight tracking tools and airline operational databases

• Provided day-to-day administrative support and advice to the General Manager on wide range of matters including workplace strategic management
• Liaised with the marketing team for proposed publications
• Overall control of spreadsheets with appropriate data entry
• Timely reverts to multiple mailboxes and telephonic communication to customers, stakeholders, clients and vendors
• Organized the service desk teams to optimize their ability to deliver proficient support to guests
• Maintained accurate records ensuring confidentiality and data protection compliance at all times
• Proactively identified and managed governance issues within a regulated environment
• Attended business trips, social events and transcribed meeting minutes
• Drafted agendas and noted follow up actions
• Anticipated and proactively addressed issues that may impact customer satisfaction
• Collected and analyzed customer feedback to identify areas of improvement

• Managed a team strength of more than 100+ employees for business generation and overall operations
• Ensured BCP (Business Continuity Planning) in times of crisis
• Conducted interviews for supervisory roles and potential new hires
• Implemented automation for Leave and Attendance Management online
• Hired candidates for various processes and ensured on job trainings for process and soft skills
• Closure of open job positions through internal job postings
• Successful setup of staffing operations for achieving recruitment and business targets
• Prepared and maintained different wage structures as per different segments
• Implemented effective HR policies to ensure all practices are in compliance with labor and employment regulations
• Exist interviews conducted and employee feedbacks shared with the relevant departments
• Launched the transition from Talisma to CRM (Microsoft Dynamics) tool along with vendors from KPMG
• Hands on expertise with tools like Oracle, FinnOne, CRM (Microsoft Dynamics), Galaxy and Talisma
• Drafted BRDs (Business Requirement Documents) for multiple process automations and scripts for IVR (Interactive Voice Response) and various campaigns
• Training modules created and uploaded to TMS (Talent Management System) to help candidates qualify, manage talent and retain human capital
• Scheduled Monthly, Quarterly and Yearly activity calendars
• Proactive member of the fun and well-being committee
• Evaluated market conditions and competitor actions to develop successful marketing strategies

Assistant Manager Operations

• Handled Mumbai Customer Service (Voice/Non Voice) team for existing home loan customers
• Solely responsible for content management, updating training manuals, OPDs (Online Process Diagrams) and SOPs (Standard Operating Procedures) as per industry standards
• Initiated the social media, web portal and mobile application servicing channels to address client queries with real-time resolutions
• Successfully liaised with stakeholders to ensure smooth operations
• Devised effective operation management processes for various business divisions
• Conducted employee improvement and feedback programs through TNIs (Training Needs Identification)
• Enhanced client experience capturing VOCs (Voice of Customers)
• Liaised with branches and zonal heads for process improvements
• Prepared monthly employee KRAs (Key Responsibility Areas)
• Maintained SLA (Service Level Agreement) and CSAT (Customer Satisfaction) scores as per desired industry standards

• Performed AML (Anti Money Laundering) checks
• Conducted process walk through for risk team and compliance team
• Regular engagement calls with stakeholders from United Kingdom (UK) on process enhancements
• Conducted process trainings and undertook quality checks of new recruits at and across locations
• Partnered closely with internal stakeholders across various departments to provide analysis and relevant support

Financial Analyst, Royal Bank of Scotland

• Verification and application of funds to customers mortgage accounts
• Performed income checks as per the OPDs (Online Process Diagrams)
• Verified duplicate payments with Back Office checks
• Processed refunds and authorized second checks
• Handled escalated queries and complaints of customers