Customer Service Management

Pradeep. S

No: ** Alagar Perumal Kovil St

Vadapalani, Chennai - 600026

***********@*****.***

Mobile: 805-***-****

Career Objective

Contribute to the Goals of the Organization through service to the best of my ability, knowledge and experience while holding the Integrity and Values of the Organization; develop on personal Growth & Career through demonstration of Passion for Learning and Commitment to Quality & Performance.

Synopsis:

Hold around 7 years of strong expertise in US Residential Mortgage Banking Industry

Handled tax office collection procedures for all the states on all time zones

A result-oriented leader with proven success of over 5 years in Process Management, Business Transition, Business Development, Quality Management, Customer Relationship Management, Training and Development & Team Management.

Proficient at managing & leading teams for running successful process operations & gained experience of developing procedures, service standards for business excellence.

Deft at reviewing statistical data regarding productivity levels and performance, making recommendations and taking actions.

Possess excellent interpersonal, communication and organizational skills with proven abilities in team management, customer relationship management and planning.

ORGANIZATIONAL EXPERIENCE

Visionet Systems, Pvt Ltd. Coimbatore (Feb 2014 till date)

Process/Group: U.S Residential Mortgage Servicing

Default Tax Search

Utility & Lien confirmation

Tax certificate

Mail away

Online Search

Redemption Statement Request

Team Lead – Operations Jan ’16 – Till Date

Successfully Transitioned and Created the above Process in Visionet Systems.

Complete Project and Client Management

Business Development

Initiated and Playing an active role in Process Automation and Development

Process Re-engineering

Playing an active role in Product/Process Pricing

Executing the appraisal process of team members for their increment.

Managing process compliance and adhering with ISO standards

Increase the productivity of the Production team

Meeting the Service level Agreement set by the Client

Define and deliver goals and expectations for direct reports.

Analyze change and business impact of the same.

Drive adoptions of new tools and techniques in the teams.

Provide business and trend analysis to the management.

Ensuring that capacity and capability are continually planned.

Preparing the incentive structure and the variable component details on a monthly basis.

Assistant Team Lead – Operations Feb’ 14 – Dec ’15

Identify and resolve people and process productivity issues.

Driving the team to achieve the weekly/monthly and quarterly targets.

Motivate the team to ensure productivity targets are met at all time.

Identify skill gaps and highlight the same with Operation Support team to ensure agent yield.

Ensure the Teleconference sessions and the Calibration sessions are conducted regularly with the Client and Training Team.

Track best practices and share the same with the team.

Identify top performers and reward them in a timely manner.

Allocation of work to the Team Members

Consolidated Reports Generation

Complete Monitoring of the Bin & respond to Client Emails

Handled complete soft skills and product training for the new hires

Manage and supervise new hires during their On-Job training

STRING REAL ESTATE INFORMATION SERVICES

Sr. Process Associate Jul ’10 – Jun ’12

Job Role as an acting Team Coordinator:

Documenting all processes in the form of SOP / Job Aid and creating flowcharts for the same

SOPs’ were created as per ISO standards and can support any audit of the company with respect to the quality and deliverance of the training

Preceded through weekly & daily conferences with the US counterparts in association with the Bangalore management.

Call for Team Briefing sessions when necessary and brief the team on any deviations taken or required deviations on any process function as per the US Managers’ instructions.

Cascade updates to the team on any new or existing process function.

Ensure that the right procedure is followed in every process function and keep order volumes in control at any given time.

Respond to Client Emails.

Be a part of every conference call and clarify any doubts on any process function.

Train the new hires on different processes handled.

Provide feedback to the agents on Quality Parameters whenever required.

To be an effective team coordinator in contributing to the success of the team & align my personal goal with the team’s goal.

Job Role as an Analyst on the following Processes:

Tax Certification:

Analyze & prepare a Tax Certificate for Real Properties in US by contacting the Tax Offices & also by procuring the available information through county websites. Updating the Completed Order in RESWARE & notifying the Closing Team & the Clients.

Scheduling - Assigning:

Contact the Notaries to assign the process of having the closing docs signed by the borrowers. This process involves a lot of Communication Skills, Rapport building & negotiating skills in order to convince the Notaries to complete the work for us at a reasonable cost. This Process involves a constant monitoring of the bin to ensure that we do not miss the TAT & the Signing.

Scheduling - Customer Service:

Ensure that the closing docs are delivered to the Notaries prior to the signing appointment & effective follow ups with the Closing Teams to have these docs delivered to the Notaries in a timely manner. Also confirming with the Notaries to check if the docs were received & printed successfully on their end prior to closing. This Process involves a constant monitoring of the Mailbox to ensure that the signing is not affected due to the delay in releasing the Closing DOCS.

Answering Service - Inbound:

Answer incoming calls from the Notaries and get the Status on the Signing. Also procure & update the signing details in Resware and pass on the information to the respective Closing Teams & the Clients.

Education

Qualifications

Institution

Year of Passing

Percentage of Marks

B.Com Corporate Secretaryship

Pachaiyappas college,

Chennai

2010

53

<12th Matric board>

Puthra matric higher secondary School

2007

69.3

<10th matric board>

J.R.K matric higher

Secondary school

2004

51

Achievements

Visionet

Top Performer Award for the year 2015

Best Team Lead Award for the year 2016

Personality:

Excellent interpersonal Communication skills

Naturally creative & original

An Extrovert

Basically A Go-Getter

Interests and Activities:

Movies, Pool, Dancing.

Personal Details:

Date of Birth : 05th April 1989

Father’s Name : Suresh

Nationality : Indian

Mother Tongue : Tamil

Hobbies : Internet, Listening Music, Dance.

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