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Alim Mavani

@alimmavani

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I optimize customer operations, strategic accounts, and performance metrics through Excel automation and team coaching.

India

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What I'm looking for

I'm looking for a role where I can lead customer operations or strategic accounts, improve KPIs through data-driven process improvements, coach teams, and resolve complex customer or client escalations.

I've supported customer operations and strategic accounts across JPMorgan Chase, eClinicalWorks, Tech Mahindra Business Services, Teleperformance, and Concentrix. My work spans consumer banking, healthcare IT, telecom, credit bureau services, and aviation customer experience.

At JPMorgan Chase, I stepped up as Interim Team Leader and Transition Coach, managing daily queue operations, SLA metrics, performance stand-ups, and onboarding. I built Excel trackers for AHT, call-count targets, and CSAT survey forecasting while supporting premium consumer credit accounts.

At eClinicalWorks, I managed 96 medical clinic accounts and handled escalations around EMR/EHR implementation. I bring hands-on experience in account retention, complaint resolution, compliance, operational gap analysis, and improving customer outcomes.

Experience

Work history, roles, and key accomplishments

Interim Team Leader / Transition Coach / Customer Service Representative

JPMorgan Chase

Nov 2023 - May 2026 (2 years 6 months)

Managed daily queue operations, SLA metrics, and performance stand-ups. Built Excel trackers for AHT and CSAT targets, and onboarded new hires on compliance and banking systems.

Excel SLA Monitoring Team Management Coaching Onboarding Compliance Banking Systems Customer Service

Strategic Account Manager

eClinicalWorks

Dec 2020 - Sep 2021 (9 months)

Managed 96 medical clinics as primary contact for project delivery and EMR/EHR implementation. Handled escalations and partnered with practitioners to identify operational gaps.

Account Management EMR Electronic Health Records (EHR)Escalation Resolution Client Relations Healthcare IT

Customer Operations Specialist

Tech Mahindra

Mar 2019 - Aug 2020 (1 year 5 months)

Resolved complex contract customer complaints and consistently met KPIs. Investigated network, billing, and hardware disputes to maximize first-contact resolution.

Customer Operations Complaint Resolution KPIs FCR Billing Telecommunications

Credit Analyst & Consumer Relations Specialist

Intelenet

May 2018 - Mar 2019 (10 months)

Assisted global consumers in auditing credit reports and dispute pathways. Processed formal data disputes adhering to international credit regulations.

Credit Analysis Consumer Relations Dispute Resolution Financial Regulations