• Supported client data requirements on an ad-hoc basis with custom reporting solutions and provided recommendations to Sales Teams for improving customer service • Provided project support to corporate initiatives from other departments needing representation from Enterprise Analytics to develop key capabilities • Prepared customized dashboards to track project KPIs in collaboration with Data Solutions, Data Governance and Sales Teams • Analyzed weekly, monthly and YoY trends to identify discrepancies/ insights in customer data • Tracked team deliverables regularly to solution for improved/ automated internal processes with appropriate documentation • Provided cross functional support to Sales and Software Developer teams to facilitate new Requests For Proposals (RFPs) and data testing for customized dashboard solutions, respectively

• Provide standard service management processes as and when required by Business Processing Outsourcing [BPO] deals.• Perform business reporting and governance while collaborating with Clients and other members in the Operations and providing support on products such as performance management, incident, and problem management, project management and governance.•Drive first draft of client facing reports for final approval and manage and distribute completed reports within the required time frame, in the required format, to the right audience.•Participating in the ad hoc projects as per the requirement and provide with continuous support to the Operations Management team.•Liaise with Service Management Process Owners for Capability, Governance, Issues, Satisfaction Surveys and Reporting.•Conduct daily, weekly, and monthly meeting with the onshore clients and Management to discuss the performance, progress & challenges.•Directly involved in activities like Co-ordination of changes with operations, change boards, notification process for incidents and incident trending/problem management.• Analyze operational reports and highlight points for Outsourcing Account Delivery Manager (OADM) and service delivery.

Responsible for:• Responsible for the timely identification, assessment, mitigation, reporting and escalation of all identified Operational Risk exposures• Ensure a RCA (Root Cause Analysis) is completed for any audit fail and identify weaknesses in critical processes/significant losses/near misses.• Develop control enhancements to ensure that any known risks are controlled within acceptable boundaries and consistent standards.• Performing transactional audits for contact center agents to monitor adherence to compliance and SOP’s • Analyze findings from process reviews and transactional audits and highlight trends/ opportunities for improvement• Attend calibration sessions with the business units and ensure variance is within the acceptable threshold of +/- 3%• Being a catalyst in the change management practices of the Quality Assurance department• Being a team player and ascertain ownership of a particular request to ensure satisfactory customer resolution• Investigate opportunities for cost savings and process improvementsHighlights:• Spearheading a team of 9 analysts from Manila (offshore) on the various business processes.• Guided seamless operations and support for an offshore team.• Team member for a Six Sigma improvement project for the business unit• Made recommendations to mitigate risks to the Organization and eliminate errors by revisiting the QC tools time and again to tailor to changing customer needs• Provided leadership with timely reports (Low Score Report, Recording Escalated customer interactions) to be presented to Executive Management• Worked with Management to develop and execute project plans to address opportunities identified through process reviews

•Attending meetings with Architects to discuss new projects and progress of the work undertaken •Supervising client sites and monitoring work in progress•Liaisoning with other contractors, suppliers of electrical accessories and the electricity supply authority•Preparing bills and collecting payment from clients•Managed vendor accounts, generating weekly on demand cheques•Coordinated monthly payroll functions for employees

for an Inbound US Process (Non Voice)ResponsibilitiesAnalyzing financial statements received from borrowersCalculating loan repayment probabilitiesAdvising customers on various loan optionsAccepting or declining loan requestsServicing of the loans provided to customers which includes moving of funds from various accountsWorked under the MHA (Making Homes Affordable) Project which provided various flexible options of payment to customers on delinquent loansWorked for the Quality and Audit team with 100% accuracy

Operational Advisor for an Inbound US Process (Voice)ResponsibilitiesWorked for Citibank Customer ServiceOpening of accounts for prospective clientsInvestigating discrepancies in accounts