Backend Team - Unisys
(2011-01 - 2013-08)
22 month worked with Unisys in Backend team.
- Prepare and distribute customer activity reports.
- Assigning jobs to the technicians.
- Assisting technician's onsite.
- Up-selling and replacing hardware products.
Transaction Processing Associate (Learning & Development Team) - Accenture Services
(2013-11 - 2018-12)
The Support Center (SC) Management Senior Assistant responds to common, non-complex, in-house requests (Tier 1), and operates in the technical and functional aspect of a single BSS SC product area and its operating environment. The SC Management Senior Assistant answers questions regarding the learning tools and processes, researches and resolves non-complex problems/issues and escalates complex problems/issues. The SC Management Senior Assistant provides support for internal and external BSS SC customers and uses prescribed tools and processes for issue resolution.
- Handle, research, and resolve phone and email inquiries for BSS SC customers regarding non-complex technical and functional problems.
- Document and update customer contacts in the Customer Service System.
- Complete any follow-up work related to customer issue resolution.
- Answer general questions, provide education, and offer service to customers in a professional and courteous manner.
- Maintain acceptable attendance, punctuality, and respond to policy and procedures for communicating any schedule changes and preferences.
- Meet productivity and quality performance expectations as established by BSS SC management and interfaces.
- Conduct self evaluations using quality-coaching tools to assess personal skill development and review results with Supervisors.
- Support additional duties as necessary in high volume periods in the SC.
Mortgage Collection Process and Up-selling - Ocwen Financial Solutions
(2020-01 - 2020-06)
6 Months with Ocwen Financial Solutions.
- Managed outbound and inbound customer interactions for mortgage collections, ensuring timely follow-up on delinquent loan accounts.
- Contacted customers to discuss overdue mortgage payments, negotiate repayment options, and encourage timely resolution of outstanding balances.
- Educated borrowers on available payment plans, hardship assistance programs, and account servicing options while adhering to company policies.
- Maintained compliance with regulatory guidelines, company standards, and collection procedures during all customer interactions.
- Verified customer information and updated account records accurately in the CRM and servicing systems.
- Identified customer needs and promoted relevant mortgage servicing products and value-added services through effective up-selling techniques.
- Achieved individual collection, recovery, quality, and up-selling targets while maintaining a high level of customer satisfaction.
- Handled customer objections professionally and provided appropriate solutions to improve payment commitments and account retention.
- Coordinated with internal departments to resolve account discrepancies and ensure timely issue resolution.
- Maintained detailed documentation of customer interactions, payment commitments, and account status updates.
- Monitored Key Performance Indicators (KPIs) such as collection efficiency, promise-to-pay conversion, quality scores, and up-selling performance.
- Contributed to process improvement initiatives by identifying trends and recommending enhancements to collection strategies and customer engagement.
Google Workspace Support - Infosys Limited
(2021-02 - 2022-06)
15 months with Infosys Limited. Worked with Chat Process as well as semi voice process for Google Workspace.
- Gmail: Create professional email addresses for your business, and use the ad-free inbox with security features
- Google Drive: Store and share files, and manage them with Google Drive
- Google Meet: Schedule meetings and collaborate with others
- Google Keep: Take notes using text, lists, voice, and images, and share them with others
- Google Docs: Manage documents and integrate them with Google Keep
- Google Sites: Build websites
- Admin Console: Manage apps, users, and data
Team Leader - GIT IT Academy
(2022-07 - 2024-08)
2 years worked with GIT IT Academy Edtech company as a Team Leader.
- Led and managed a team of academic counselors and sales executives to achieve monthly and quarterly admission and revenue targets.
- Supervised day-to-day team operations, ensuring high productivity, quality customer interactions, and timely follow-ups with prospective students.
- Conducted regular performance reviews, monitored KPIs, and implemented action plans to improve team performance.
- Provided coaching, mentoring, and continuous feedback to team members to enhance sales skills, communication, and customer engagement.
- Assigned leads, tracked conversions, and optimized lead management processes to maximize enrollment rates.
- Monitored inbound and outbound counseling calls to ensure adherence to quality standards, process compliance, and customer satisfaction.
- Collaborated with marketing, admissions, and academic teams to streamline the student enrollment process and improve the customer experience.
- Prepared daily, weekly, and monthly MIS reports, sales forecasts, and performance dashboards for senior management.
- Conducted onboarding and product training sessions for new hires, ensuring quick adaptation to company processes and learning programs.
- Handled customer escalations and resolved student concerns professionally to maintain a high level of customer satisfaction.
- Implemented process improvements and best practices to enhance operational efficiency and increase team productivity.
- Managed attendance, scheduling, and workforce planning to ensure smooth business operations.
- Motivated the team through regular recognition programs, performance incentives, and engagement activities to achieve organizational goals.
- Coordinated with cross-functional teams to ensure seamless execution of campaigns, admissions, and student support activities.
- Maintained accurate documentation of team performance, coaching sessions, and operational reports.
Senior Quality Analyst for B2B domain Sales Process - Insnap Technologies
(2025-02 - 2026-06)
17 Months with Insnap Technologies as a Senior Quality Analyst for B2B domain Sales Process.
- Monitored and evaluated B2B sales interactions (calls, emails, and chats) to ensure adherence to quality standards, client expectations, and organizational policies.
- Conducted comprehensive quality audits using predefined scorecards and provided actionable feedback to improve sales effectiveness and customer engagement.
- Identified performance gaps, recurring errors, and compliance issues through regular quality analysis and trend reporting.
- Collaborated with Sales Managers, Team Leaders, and Training teams to develop improvement plans and enhance overall team performance.
- Delivered one-on-one coaching sessions to sales representatives, focusing on communication skills, objection handling, product knowledge, and sales techniques.
- Prepared daily, weekly, and monthly quality reports, dashboards, and Root Cause Analysis (RCA) reports for management review.
- Monitored Key Performance Indicators (KPIs) including Quality Score, Conversion Rate, Compliance, Customer Experience, and Sales Accuracy.
- Ensured compliance with client-specific processes, data privacy regulations, and internal quality guidelines.
- Participated in calibration sessions with internal stakeholders and clients to maintain scoring consistency and quality benchmarks.
- Assisted in developing and updating Quality Monitoring Forms (QMFs), SOPs, and quality documentation.
- Conducted trend analysis to identify opportunities for process improvement and recommend corrective and preventive actions (CAPA).
- Supported new process implementations, quality initiatives, and continuous improvement projects to enhance operational efficiency.
- Worked closely with cross-functional teams to reduce quality defects and improve overall customer satisfaction.
- Maintained accurate documentation of audit findings, coaching records, and performance improvement plans.
