Quality Assurance Customer Service
Resume:
PROFILE SUMMARY
Resourceful and top-performing professional with over 10 years of progressive
experience in operations, quality assurance, training, and customer service within highly regulated environments. Recently certified in mortgage underwriting, bringing a well-rounded perspective on risk assessment, compliance, and customer-focused resolution. Possess a strong command of underwriting principles, credit analysis, income verification, and loan documentation review across conventional and non- conventional mortgage products. Demonstrated excellence in performance monitoring, policy enforcement, and process improvement, consistently exceeding quality and compliance standards. Adept at interpreting financial documents, identifying red flags, and making informed, risk-based lending decisions while maintaining accuracy and efficiency under pressure. Proven ability to collaborate with cross-functional stakeholders including loan officers, processors, and senior leadership to ensure smooth, timely loan approval workflows. WORK EXPERIENCE
Corporate Trainer – AT&T Project Feb 2020 - Sep 2023 Concentrix
Delivered high-impact training solutions to improve onboarding, performance, and retention for AT&T customer service teams. Championed coaching and evaluation processes that enhanced team effectiveness and reduced attrition.
Training Development & Delivery: Designed and facilitated comprehensive new hire training programs, ensuring alignment with AT&T brand and process standards.
Performance Monitoring: Assessed trainee performance through evaluations, assessments, and regular feedback sessions, driving measurable improvements in productivity and call quality.
Coaching & Process Improvement: Provided individualized coaching and made process enhancement recommendations, contributing to improved training throughput and learner retention.
Reporting & Documentation: Generated and maintained detailed training reports, assessments, and progress tracking logs for management review.
Retention Strategy: Maintained 0% attrition across multiple training batches, supporting long-term workforce stability and performance outcomes. Quality Analyst – AT&T Project Mar 2018 - Feb 2020 Concentrix
Oversaw quality control initiatives and performance metrics to ensure service excellence. Served as a process expert and key team liaison, leading initiatives that increased accuracy and consistency.
Quality Assurance & Evaluation: Consistently achieved 100% quality scores by applying deep process knowledge to monitor, evaluate, and coach frontline staff.
Team Support & Leadership: Acted as SME proxy and led client meetings, ensuring communication continuity and quick resolution of service issues.
Training Transition Success: Successfully transitioned into a training role by completing three cross-training and two new hire batches with 100% throughput and first-pass rate.
Culture & Engagement: Encouraged team participation in internal programs, boosting morale and reinforcing a positive work culture.
Recognition & Awards: Nominated for quarterly trainer award based on outstanding training delivery and batch performance outcomes. CONTACT
1846 Greenfield Road,
Berkley MI 48072
***************@*****.***
CORE COMPETENCIES
Mortgage Underwriting
Risk Analysis
Credit Risk Evaluation
Loan Risk Assessment
Borrower Eligibility Review
Collateral Review
Income Verification
Asset Evaluation
Credit Report Analysis
Conditions Clearance
Decision-Making Support
Red Flag Identification
Compliance Audits
Quality Assurance
Loan File Auditing
Policy Adherence
Cross-Functional Collaboration
Stakeholder Communication
CERTIFICATION
Certified Master Mortgage Underwriter
(NAMU-CMMU)
National Association of Mortgage
Underwriter, Inc (DBA NAMU)
May 2025
NEHA TRIPATHI
Senior Executive – Operations Jan 2017 - Aug 2017
WNS Global Services Pvt. Ltd.
Led customer resolution and operational analysis functions within a high-volume contact center environment. Focused on performance metrics, team development, and database quality.
Customer Resolution Lead: Acted as primary point of contact for utility-related escalations, delivering high first-contact resolution rates.
Data & Process Optimization: Collaborated with senior management to analyze data gaps, resolve duplication issues, and recommend improvements.
Team Mentorship & Development: Conducted training sessions and developed personalized development plans to promote employee growth and cross-functional capability.
Operational Excellence: Ensured productivity goals and SLA compliance by enforcing service standards and process efficiency initiatives.
Employee Engagement: Cultivated a collaborative team environment that promoted morale, accountability, and creativity.
Executive – Customer Services (Webchat) Mar 2016 - Nov 2016 Capita
Delivered real-time webchat support and resolved complex customer issues in a high- paced digital environment. Played a key role in service quality, escalation handling, and team training.
Customer Escalation Management: Resolved high-volume chat escalations with empathy and precision, resulting in increased CSAT scores.
Digital Communication Expertise: Leveraged webchat platforms to maintain efficient, high-quality customer interactions with minimal resolution time.
Team Mentorship: Supported new team members through onboarding and skills coaching to enhance overall team capability.
Performance Planning: Implemented individualized development plans for peers, improving knowledge retention and service delivery. Customer Care Executive – Operations Jun 2013 - Jan 2015 Mphasis
Supported end-to-end customer service operations for utility clients, driving process consistency, training, and customer satisfaction.
Customer Experience Leadership: Delivered timely and effective resolutions to utility-related customer inquiries as the single point of contact.
Productivity Management: Ensured adherence to response time metrics while maintaining service quality benchmarks.
Team Support & Coaching: Led internal knowledge-sharing sessions and provided continuous coaching to peers for improved workflow.
Employee Development: Developed and executed tailored growth plans to advance employee skillsets and readiness for expanded roles.
Culture Building: Promoted a high-morale, teamwork-oriented environment focused on collaboration and service excellence.
EDUCATION
Mcom Pune University
BCOM Pune University
12th Maharashtra Board
10th Maharashtra Board
ACHIEVEMENTS
Awarded Rock star performer in WNS
Global Services Pvt Ltd
Awarded the most consistent performer
in WNS Global Services Pvt Ltd
Awarded the best performer in nesting
(OJT)
IT SKILLS
Operating system:
Windows
MS Office Package:
(Word, PowerPoint, Excel and Outlook)
Software:
MS Office (Word, PowerPoint, Excel),
HTML.
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