Rahul Avhad
@rahulavhad
Customer Support Team Lead at ItsaCheckmate, improving workflows and reducing manual effort through dashboards and automation.
IndiaWhat I'm looking for
At ItsaCheckmate.com Services India Pvt Ltd., I lead day-to-day customer support operations, manage escalations, and work with Product, Engineering, and QA to resolve customer-impacting issues. I’ve identified process gaps and contributed dashboards, reports, and workflow improvements to reduce manual effort.
Previously, at Ocwen Financial Solutions Private Limited, I processed U.S. mortgage and loan documentation, maintained 100% quality month-on-month, and trained new colleagues. At Firstsource Financial Solutions, I prepared redemption statements and processed end-of-term loans while meeting quality standards.
Experience
Work history, roles, and key accomplishments
Team Lead – Customer Support
ItsaCheckmate.com Services India Pvt Ltd.
Jan 2021 - Present (5 years 9 months)
Lead day-to-day customer support operations, including ticket queue management, workload distribution, SLA adherence, and team performance. Drive process improvements, root cause analysis, and cross-functional collaboration to enhance operational efficiency.
Associate – Contract Management
Ocwen Financial Solutions Private Limited
Mar 2015 - Dec 2020 (5 years 9 months)
Processed U.S. mortgage and loan documentation, prepared release letters for paid-off loans, and ensured 100% quality in a Maker-Checker process. Provided process training and quality checks for new joiners.
Senior Associate – Redemption Statement
Firstsource Financial Solutions
Apr 2013 - Mar 2015 (1 year 11 months)
Prepared redemption statements and processed end-of-term loans while maintaining quality and process standards. Recognized as Best Performer of the Month and Quarter.
Education
Degrees, certifications, and relevant coursework
Nalanda College of Law and Commerce
Bachelor of Commerce, Commerce
Grade: 49%
Completed Bachelor of Commerce from University of Mumbai with 49%.
Gopalji Hemraj College of Commerce
Higher Secondary Certificate, Commerce
Grade: 43%
Completed Higher Secondary Certificate from Maharashtra Board with 43%.
R.C. Patel High School
Secondary School Certificate, General
Grade: 56%
Completed Secondary School Certificate from Maharashtra Board with 56%.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
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