Sumana Roy

Ofallon, Missouri *****

636-***-****

adpl0d@r.postjobfree.com

WEBSITES, PORTFOLIOS, PROFILES

●https://www.linkedin.com/in/sumana-roy-081ba181

PROFESSIONAL SUMMARY

Aiming for a challenging opportunity in Operations of Mortgage/Banking Industry, to produce outstanding results by applying skills and analytical aptitude to the best of my ability and thereby ensure steady mutual growth for myself as well as for the organization. 10+ years of specialized experience in ITES industry with specialization in BFSI domain. A seasoned professional having expertise on US Mortgage - processing (loan origination). People manager with extensive skills in onboarding and process improvement skills training. Focused on providing end to end solutions to clients in the mortgage industry in terms of meeting qualitative and quantitative SLA. .

KEY RESOURCE AREA

●Successfully provided mortgage domain related trainings in the virtual platform

●Adept in detailed APN (Assessor Parcel Number) research in county websites

●Adept in property classification, mortgage and sales amount verification

●More than 8 years of experience in SAP CRM (Energy Resource & Utility) &Mortgage (APN research) domain

●Trained users in various work types related to Mortgage Loan Origination

●Hired more than 100 associates for a US based client within a strict timeline

●Excellent communication and public relations skills

●Experience of Onsite Transition (UK) as Knowledge Transfer Lead for a project transition in TCS

●Experience in end to end client handling.

●Certified by onshore clients as trainer in 3072, Advance Data Capture and APN Research

●Shrinkage management

●Training newly inducted associates in basics to US Mortgage and Loan Origination workflows

●Handling calibrations with the client

WORK HISTORY

Cognizant Technology Solutions

Learning Consultant 12/2019 to 03/2021

●Facilitating classroom sessions in behavioral & functional competencies.

●Conducting virtual pre-process training sessions for onshore associates for a major US based mortgage client.

Team Leader 08/2016 to 11/2019

●Led a team of 45 associates for a US based project.

●Client orientation - world's largest mortgage data service provider.

●Trained in 3072, ADC & RnE workflows by onshore clients.

●Train the trainer certified in 3072, ADC and in RnE work. types.

●Trained more than 100 associates in 3072 & ADC workflows.

●Led Rejects and Edits pilot batch.

●Led a team of SMEs who were responsible for data analysis, interpretation of SOP and cascading updates from client.

●Conducting regular process improvement huddles.

●Ensuring seamless completion of daily work allocation within the specified ETA provided by the client.

●Participated in weekly error calibration session based on the audit report received from the QA team.

●Attending weekly ‘SME-QA-Trainers connects' to discuss updates received from clients and cascade those within the team.

●Hosted and facilitated weekly clarification calls.

●Sharing updated SOPs with the team members and ensuring that updates are being followed.

●Hired more than 100 associates through conducting face to face interviews for loan origination process.

Team Leader 11/2010 to 09/2014

Tata Consultancy Services

●Part of onsite process knowledge transfer for major Utilities projects in the UK.

●Led a team of 30 associates and ensured that daily quality and productivity TATs were met.

●Conducting regular meetings with onshore counterparts to ensure that process flow is seamless for a mid-stream project.

●Hire and train new people based on the requirements raised/received from Managers after validating the effort estimation for the line of businesses.

●Continuously improve delivery quality by establishing a regular process of feedback loop.

Quality Advisor 12/2008 to 10/2010

●Sample based internal quality check for team members.

●Provide on job training support to newly inducted associates.

●Prepare L2 level process workflows.

●Involved in quality audit for an international Utility voice process.

Senior Process Executive 04/2007 to 11/2008

●Processing of claims for Utilities.

●Managing inbound calls on billing and frequent fliers queries.

●Coordinate with quality team to get the new hires certified.

EDUCATION

MBA Finance

Masters English

Bachelors English

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