Suman Nirvan
Summary
Proven leader in business development and customer solutions, with a track record of delivering strategic wins for Mastercard across East Arabia. Expert in business analysis and project leadership, I've spearheaded initiatives that significantly enhanced customer relationships and operational efficiency. My creative solutions and robust project management skills have driven substantial revenue growth and customer satisfaction improvements. Insightful Information Technology Manager with [Number] years of IT leadership experience including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations. Highly adept in request for proposal development, technology needs assessments and staff training.
Overview
22
22
years of professional experience
Work History
Business Development Solutions Lead - East Arabia
Mastercard
05.2022 - Current
- Delivered exceptional results in Mastercard RFP's , as central point for all strategic RFPs in East Arabia - UAE, Oman, Kuwait, Qatar & Pakistan.
- Led key RFPs such as FAB UAE, Doha Qatar, CBQ Qatar, SIB UAE, and many more, ENBD Liv, Wio, Working on Multi-segment offerings - Dubai Duty Free, 1link, NIFT, CBUAE,
- Strategic Initiatives such as big bets for Mastercard, Revenue acceleration.
- Attack deals/ Defend deals
Lead Customer Services
Mastercard
11.2019 - 04.2022
- Deep understanding of Mastercard processes & systems
- Worked closely with other departments such as sales or marketing aligning company objectives towards enhancing customer experience.
- Developed and implemented customer service procedures.
- Streamlined communication for improved efficiency, promptly addressing inquiries and requests.
- Collaborated with cross-functional teams to enhance overall operations efficiency and effectiveness.
- Managed escalated customer complaints, ensuring timely resolutions while maintaining professional rapport.
- Reduced wait times with swift issue resolution strategies, resulting in increased customer retention.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
Analytics & Business Insights
Mastercard
07.2017 - 11.2019
- Used [Software] to analyze conversion rates across multiple digital channels.
- Optimized supply chain processes through careful examination of historical data and predictive modeling techniques.
- Created detailed documentation outlining analytical methodologies, assumptions, and results for reference purposes.
- Enhanced business analytics processes by streamlining data collection and interpretation methods.
- Presented key findings and recommendations to senior management, influencing data-driven decision making.
- Assisted in the automation of routine reporting tasks, freeing up valuable time for more strategic initiatives.
- Benchmarked company performance against industry standards, identifying areas for improvement and growth potential.
- Evaluated the effectiveness of marketing campaigns using advanced metrics and performance indicators.
- Conducted thorough market research to identify trends and opportunities for business growth.
- Supported sales team with actionable insights derived from customer segmentation analyses.
- Used modeling and analytics to understand how business decisions impacted bottom line.
Associate Director – Lead Customer Solution Centre
CRISIL-S&P Global
05.2009 - 03.2016
- Led teams of up to 40 personnel, supervising daily performance as well as training and improvement plans.
- Managed cross-functional teams for multiple large-scale projects, successfully completing each on time and within budget constraints.
- Established strong relationships with key industry partners, creating mutually beneficial opportunities for growth and collaboration.
- Spearheaded the development and launch of a new product line, leading to increased market share and customer satisfaction.
- Fostered a culture of continuous improvement by encouraging staff to share innovative ideas and providing resources for professional development.
- Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
- Assisted senior leadership in managing all aspects of operations.
Senior Manager/ Asscoiate
Deutsche Bank
07.2005 - 04.2009
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Launched quality assurance practices for each phase of development
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Deputy Manager
Axis Bank
05.2002 - 07.2005
- Developed strong relationships with stakeholders to facilitate smooth communication and project completion.
- Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
- Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
- Liaised with team members, stakeholders and vendors to coordinate activities, provisioning, environment setup, risk mitigation and follow-up.
Education
Mastercard in Management Studies - Business Administration
Vivekanand Education Society
Mumbai, India05.2002
Bachelor of Science - Physics
Ramranarian Ruia
Mumbai, India03.2000
Skills
- Customer Support
- Business Analysis
- Creative solutions
- Customer Relationship Management
- Project Management
- Project Leadership
- Product Development
Accomplishments
- Achieved [Result] through effectively helping with [Task].
- Supervised team of [Number] staff members.
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Collaborated with team of [Number] in the development of [Project name].
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved [Issue] which led to [Results].
- Resolved product issue through consumer testing.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
Timeline
Business Development Solutions Lead - East Arabia
Mastercard
05.2022 - Current
Lead Customer Services
Mastercard
11.2019 - 04.2022
Analytics & Business Insights
Mastercard
07.2017 - 11.2019
Associate Director – Lead Customer Solution Centre
CRISIL-S&P Global
05.2009 - 03.2016
Senior Manager/ Asscoiate
Deutsche Bank
07.2005 - 04.2009
Deputy Manager
Axis Bank
05.2002 - 07.2005
Mastercard in Management Studies - Business Administration
Vivekanand Education Society
Bachelor of Science - Physics
Ramranarian Ruia
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