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Data Entry Customer Service

Location:
Toronto, Ontario, Canada
Posted:
November 29, 2018

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Resume:

Komal Vadher Phone: 647-***-****

Email: ac7ttu@r.postjobfree.com

PROFESSIONAL SNAPSHOT

Skilled in creating, maintaining, submitting reports to the management with regards to the tasks completed by the team.

Skilled at processing data and information, keeping and maintaining records.

Managed various performance-based reports.

Strong ability in training and motivating skilled in organization and office procedures.

Computer proficient, with skills in MS Office, Back in the Black - BITB, REALServicing and CITRIX.

AREAS OF EXPERTISE

• Reporting and Analysis • Meticulous attention to detail

• Document Management • Quality control management

• Filing systems • Time Management

• Requirements verification • Results-oriented

EMPLOYMENT SCAN

Voysus (Client – Reliance Home Comfort)

Data Entry Clerk April 2018 – Present

Responsibilities

•Analyse and keep records of calls and sales to prepare comprehensive presentation to the management,

•Work on company's Citrix, Customer Relations Management (CRM) and CMS system to update and validate data of existing HVAC equipment with the customer.

•Accurate data entry of customer’s information and make sure that the database is up-to-date and well maintained.

•Providing suggestions and ideas regarding any improvement in the existing process and mapping it for the new team members to use it easily.

•Provide active listening to customer concerns, complaints and needs.

•Maintain a high level of competitive and product knowledge, including trends in the relevant products and services portfolio.

Ocwen Financial Solutions Pvt. Ltd.

Team Leader Oct 2016 – Jan 2018

Productivity Management: Reviewing team statistics and achieving 100% monthly Team target

Accountable for daily operations of the team.

Ensure that all loans get timely reviewed for a resolution such as HAMP/Non-HAMP modifications. Monitor Queues, workflows, control reports assigned to the team.

Ensuring that all team members individually achieve 100% monthly targets.

Ensuring that team members who do not achieve targets are provided appropriate training to improve performance.

Reviewing team statistics and providing documented monthly feedback to team members based on performance.

Ensuring absenteeism level is maintained within targets.

Quality Management: Maintaining Quality scores above 98.5%

Conducting error analysis to reduce errors of the team.

Administering disciplinary actions against employees not meeting QA scores.

Providing documented feedback and training to Team Members post all evaluations received.

Work with Internal and QA to timely resolve audit issues

Compliance Management: Maintaining adherence to Compliance requirements

Ensuring that employees are 100% compliant with all company policies and procedures.

Understand investor and regulatory requirements and drive compliance through projects.

Ensuring productivity counseling / QA counseling administered in a timely manner.

Ensuring that employees are 100% compliant with Skillport requirements.

Process Management: Ensure the process is functioning as per required SLA

Monitoring and controlling Turnaround time on Modification Processing work queues.

Periodic review and summary to be prepared to identify loop holes and anomalies in process.

Participate or lead process improvement projects

Ocwen Financial Solutions Pvt. Ltd.

Senior Specialist Oct 2014 – Sep 2016

Assisting other departments to sort out issues of escalated loans.

Worked on escalated issues, emails and various projects.

Preparing Policies & Procedures and process manuals

Maintaining audit requirements (internal and external)

Instrumental in bringing changes in the existing systems & making them user friendly.

Handling Senior Management escalations for the smooth flow of operations.

Keeping a track on whether all the Projects are completed as per the given turn-around-time.

Ocwen Financial Solutions Pvt. Ltd.

Modification Processing Analyst July 2012 – Sep 2014

Worked as an Internal Quality checker of Loan Modification related inquiries

Coordinate with concerned departments to obtain data/details required to respond effectively and within TAT to queries.

Provide weekly reporting to management reflecting status of adherence to quality service levels and compliance issues

Perform miscellaneous job-related duties as assigned by the Department Manager.

Ocwen Financial Solutions Pvt. Ltd.

Analyst – Investor Relations Jan 2011 – June 2012

Well studying history of the loan and determine whether borrower/customer claim is valid. Review and analyze the loan modification application to ensure eligibility, accuracy, completeness, and compliance with internal and regulatory guidelines to minimize risk factors

Review all required loan data, reports, and inspections to insure the collateral is acceptable as per the required guidelines

Completes all required paperwork and forms in a timely and accurate manner; prepares required forms

Maintain high level of customer service and communication with other department

Aegon Religare Life Insurance Company Ltd.

Lead Management Executive April 2009 – Jan 2011

Handled Lead Generation Process at Branch Level.

Responsible for managing the Outsourced as well as In-House Call Centre at Branch.

Drive Tell Caller’s Goal (daily/weekly & monthly) and monitor their calls to ensure 100% quality adherence and highlight if any issue.

To conduct Audit calls/ verify leads through 3-way conference calls with the Tell caller to monitor the quality of calls/ leads.

Coordinating with Sales Department regarding Closures on Call Centre Leads.

Provide support and follow up for the external sales team.

To Publish Daily, Weekly & Monthly MIS’s Highlighting Call Centre Performance to Head Office & Branch Head.

To publish various Performance MIS reports.

EDUCATION

Bachelor of Commerce, 2008

Mumbai University, Mumbai

Diploma in Management Information System (MIS) from NIIT, 2009

TECHNICAL COMPETENCE

Sound Analytical knowledge of MS Office, Internet & Email correspondence.



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