CURRICULUM VITAE

#**, **** * *****, *** Floor,

Cuttiappa Garden, Ejipura

Bangalore – 560047

Mb: 741*******/991-***-**** Res: 809-***-****

acx1b8@r.postjobfree.com

J MARIA SANTOSH

CARRIER OBJECTIVE:

To enhance my working capacities, professional skills, business Efficiencies and to serve my organization in best possible way with sheer determination and commitment.

ACADEMIC QUALIFICATION:

• School - Sacred Heart Boys High School

• P.U.C - St Joseph P.U Evening College

• Degree - St Joseph Evening College - (B.A Economics)

WORK EXPERIENCE:

• Working in Altisource Business Solutions Pvt ltd from 25th may 2009 till date as a Team Leader.

KEY ROLES AND RESPONSIBILITIES:

• Prepare and update team reports related to Production, Quality and other performance metrics.

• Preparing individual action plans for under performers and providing timely feedbacks to improve their performance.

• Work Allocation and queue management.

• Quality Review and disputes.

• Keep the team updated about all the procedures and updates.

• Leading the client calls, call calibration sessions and provide necessary inputs.

• Managing team activities in the absence of Assistant Manager.

• Prepare and update management on all production, Quality and other performance metrics with the analysis and action plans for the improvement.

• Interaction with training and quality team on a regular interval for the individual performance plan and shared the improvement post the session.

• Manpower planning to manage volumes and leaves in the team.

• Attrition control.

• Responsible for identifying trends, suggesting action plans and implementation.

• Maintain monthly one on one’s with individual team members

• Author annual performance appraisal

Roles and Responsibilities in SWBC (South West Business Corporation) – Outbound Process

• Leading the weekly call with client to discuss the agenda and process improvement pointers.

• Tracking and reporting all service release loans from Ocwen to Various Clients.

• Tracking Schedule adherence for the team.

• Sharing the positive and negative feedback on client call calibration.

• Monitoring workflow on real-time basis and reporting to client in-case of no workflow.

• Email interaction with Mphasis in regards to additional support with the volumes on specific client shared by SWBC on a regular interval.

• Initiated all new transaction process and also took ownership to align with all set SLA by client.

Roles and Responsibilities in Assurant – Condominium and Verification Process

• Leading Bi-Weekly client call and sharing all action plan and inputs for the process improvement.

• Leading call calibration with client and sharing all positive and negative feedback.

• Tracking and reporting daily production data to the client.

• Email interaction with client on priority task assigned on a daily basis and provide with the closure and completion status for the day.

• Client had transitioned audits to be performed for global staff on RAS (Risk Assessment Audit) and Flood audit, which is part of their PNC Client audit, maintained the quality standards and provided with the samples and also shared day to day performance improvement.

• Provide action plan and step up goals to client as a part of performance improvement plan.

• Motivating the team on peak situation to drive maximum volume completions.

• Provided with the Ramp-up plan for the lower quartile and monitor and drive them to achieve the goals and increase their speed.

ACHIEVEMENTS:-

• I have always met the set targets throughout my tenure.

• I have been recognized as best Team Lead for Q4 – 2014 and 2015 and Q3 – 2016.

• Nominated for most of the Altisource RnR.

• Successfully trained and transition 40 new associates on SWBC and Assurant.

• Handled 130 FTE team for 3 months without an Assistant Manager for SWBC and Assurant Department by coordinating with Manager.

ADDITIONAL QUALIFICATION:

• Basic in computer : Ms-Office (Word, Excel, PowerPoint, Internet).

• Type Writing : Junior 45 (wpm)

TECHNICAL COMPETENCY:

• VMware

• Cotrak

• Citrix

• Vworkspace

STRENGTH:

• Goal Oriented, Numbers driven and self motivated individual.

• Quick Learner

• Good analytical and effective communication skills

• Flexible in terms of management changes

• Positive attitude towards work

EXTRA CURRICULAR ACTIVITIES:

• Playing Basketball, Football & Cricket.

PERSONAL PROFILE:

Name : J MARIA SANTOSH

Date of Birth : 30th November 1988

Father’s Name : A John Bosco

Religion : Christian (RC)

Nationality : Indian

Marital Status : Married

Languages Known : English, Hindi, Kannada, Tamil & Telugu.

DECLARATION:

I hereby declare that the above-mentioned information given by me is true and correct to the best of my knowledge and belief.

Thanking You,

Yours Faithfully,

(J MARIA SANTOSH)

Place: Bangalore

Date :

Contact this candidate