Praveen Babu

Results-driven Team Lead with 10+ years of experience across Healthcare, Insurance, US Mortgage, and high-volume contact centre environments. Proven ability to lead and develop teams while driving CSAT, FCR, AHT, and quality improvements. Skilled in SLA/TAT compliance, real-time queue management, escalation handling, and US Mortgage operations including loan origination support, title & escrow coordination, post-closing audits, and investor guideline adherence.

Team Lead – Operations, Customer Support & US Mortgage - Cotiviti - Coimbatore

(2023-02 - 2026-04)

• Led a multi-member operations team across Customer Support and US Mortgage verticals, managing workload distribution, queue health, and end-to-end resolution within SLA/TAT targets.
• Oversaw US Mortgage operations including loan origination support, pipeline tracking, title & escrow coordination, post-closing audits, and FNMA/FHLMC compliance checks.
• Ensured mortgage file accuracy across income verification, appraisal review, conditional approvals, and closing package validation — minimising defect rates and investor kick-backs.
• Tracked CSAT, FCR, AHT, Quality Scores, and Mortgage SLA metrics; identified gaps and executed structured improvement plans for underperforming agents.
• Conducted 1:1s and performance reviews; delivered coaching that lifted accuracy across both support and mortgage processing workflows.
• Prepared KPI, PQR, Error Rate, and Mortgage Pipeline dashboards for senior management; handled escalations and critical borrower/customer issues with full ownership.

Team Lead – Insurance Processing - Solartis - Madurai

(2021-09 - 2023-02)

• Managed an insurance processing team focused on output quality, SLA compliance, and customer experience across policy and claims workflows.
• Monitored agent performance metrics; provided structured coaching to close skill gaps and streamlined SOPs, reducing error rates and improving turnaround times.
• Drove team engagement through recognition, transparent communication, and structured development plans.

Team Lead – Directory & Transcription Process - Personiv - Coimbatore

(2015-05 - 2021-09)

• Led a 6+ year Medical Transcription operation across accuracy, compliance, and quality benchmarks in a high-volume environment.
• Implemented audit frameworks that maintained low error rates and met client SLA requirements consistently.
• Mentored team members via coaching and PIPs, improving productivity and retention; managed attendance and schedule adherence.

M.Sc - Information Technology - Rathinam College, Coimbatore (2013 - 2015)

BCA - Bachelor of Computer Applications - Karpagam University, Coimbatore (2010 - 2013)