Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rajat Joshi

Summary

Regional lead across Asia Pacific for key Global and Regional customers, driving operational excellence through proactive performance analysis, cross-country coordination, and end-to-end issue resolution. Acted as a trusted liaison between customers, Market delivery partners and internal teams, translating technical needs into actionable outcomes while upholding MasterCard’s reputation for service leadership. Demonstrated experience in problem solving, support, customer care and incident management. Skills include IT Services management, analytical thinking and creative problem solving. Methodical with exceptional presentation and communication skills.

Overview

18
18
years of professional experience

Work History

Manager, Customer Technical Services

Mastercard
09.2020 - Current
  • Delivered operational and technical management support to Global and Asia Pacific customers, proactively analysing operational programs for swift resolution.
  • Served as a trusted liaison, effectively translating customer technical needs into actionable solutions, reinforcing MasterCard's service excellence.
  • Leading a high-performance, cross-country team across Australia, Singapore, Indonesia, and previously the UK, managing diverse product portfolios.
  • Cultivated robust stakeholder relationships, ensuring operational needs were seamlessly integrated with MasterCard's capabilities.
  • Acted as the primary contact for escalated support issues and training coordination, enhancing second-level response efficiency.
  • Facilitated new product and project launches in collaboration with regional and functional teams, ensuring strategic alignment and execution.
  • Possess comprehensive knowledge of MasterCard systems, products, and regional operations, with a deep understanding of the payments industry.
  • Demonstrated expertise in stakeholder management and operational performance monitoring.

Client Services/Compliance Manager

JobReady/ReadyTech
01.2017 - Current
  • Standardized the delivery of IT services and improved both customer and interdepartmental relationships. Strengthened the IT infrastructure throughout the group implementing procedures into incident tracking, risk management and providing ability to monitor support trends. Identified root causes of ongoing issues and implemented resolutions that increased efficiency and customer satisfaction as well as lowering overall support costs.
  • Managed team of 7 to provide exceptional customer service experience to our clients across 5 of our products with satisfaction rating averaging at 95.1% for 2019.
  • External and internal high-level support, including client complaints and escalations and account management of key organisations.
  • Lead representative of JobReady in ReadyTech group committee REPS (ReadyTech Education Products Standards Committee) making compliance specific decisions on JobReady’s behalf.
  • Project Manager accountable to review and design and implement Student management Software changes to Australian Vocational Education and Training Management Information Statistical Standard requirements (AVETMISS), State Department’s of Education and Training (DET), Higher Education Information Management System and newly implemented Transforming the Collection of Student Information (TCSI).
  • Upskilling and training and mentoring delivery, Growth and QA teams as well as end users on an ongoing basis to provide more value to stakeholders.
  • Managing change transition and implantation of customer service software Zendesk implementation as well as employee development suite, Bridge.
  • Helped sales team a multimillion-dollar contract by assisting with tender completion, live presentation and taking their direct questions.
  • Was awarded last ‘Play of the Year’ award for exceptional performance within the company

Account Manager/Customer Experience Specialist

JobReady/Readytech
12.2013 - 12.2016
  • Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
  • Elevated account management by predicting potential competitive threats and outlining proactive solutions.
  • Liaised between accountholders and various departments, communicating effectively to maintain customer satisfaction and uphold company protocols.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

DAAWS Specialist/Client Support Officer

NSW Business Chamber, Apprenticeships Centre
10.2008 - 11.2013
  • Only person handling Disability Support Applications in our Apprenticeships Centre. Paperwork is sent from 28 of our offices all over New South Wales
  • Assessment of the DAAWS applications in accordance with Department of Education Employment &Workplace Relationships Operational Guidelines for both Employers and RTO (Registered Training Organisations
  • Provide administrative support to the consultants, employers and RTO’s.
  • Handle Employer disability claims along with RTO’s Tutorial and Mentoring/Interpreter claims
  • Giving presentations and training to the new consultants in regard to Disability support funding and application process

International Officer, Service Consultant

ANZ Banking Group- Foreign Exchange Bureau
11.2007 - 10.2008
  • Handling foreign currencies such as cashing of international cheques, traveller’s cheques and currencies.
  • Verifying eligibility and issuing of traveller cards and preloading them with desired currency.
  • Promotion of new products and services to existing customers
  • Back office support by organizing different types of cheques, t- vouchers, cash bags and ATM deposits

Education

Master of Business Administration(MBA)

ACU National
North Sydney

Bachelor in Computer Applications(BCA)

Graphic Era Institute Of Technology

ITIL 4 Foundation

AXELOS

Skills

  • Client Relationship Development
  • Stakeholder management
  • Strong business analysis skills
  • Proactive management of risks
  • Strong people leadership and mentoring
  • Problem/incident management
  • ITIL 4 foundation certification

Timeline

Manager, Customer Technical Services

Mastercard
09.2020 - Current

Client Services/Compliance Manager

JobReady/ReadyTech
01.2017 - Current

Account Manager/Customer Experience Specialist

JobReady/Readytech
12.2013 - 12.2016

DAAWS Specialist/Client Support Officer

NSW Business Chamber, Apprenticeships Centre
10.2008 - 11.2013

International Officer, Service Consultant

ANZ Banking Group- Foreign Exchange Bureau
11.2007 - 10.2008

Master of Business Administration(MBA)

ACU National

Bachelor in Computer Applications(BCA)

Graphic Era Institute Of Technology

ITIL 4 Foundation

AXELOS

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Rajat Joshi