Key Deliverables:Management:  Managed relationships between the Capability Development team, Key internal Customer, Clients, and other stakeholders  Analysed and leveraged solutions & coaching strategy to ensure a trend of improvement in the team’s performance (throughput and quality as per defined metrics) Created training plan for the entire strength and ensuring the business achieve the target of L&TD training completion hours Scheduled and conducted training for the resources in batches by managing space, time, and production without any impact on the process Created and shared detailed weekly and monthly reports to all the Tower leads Calibrated with clients, quality, and Operations for process improvements and training needs Created platforms for Senior managers by liaising and monitoring the training needs within respective teamsTraining: Communication Coach for 600+ deal – O2C, P2P and R2R; conducted training on Email Etiquette, Business writing and Call Handling Behavioural and Soft Skills training programs such as ‘Ownership’ and ‘Develop to Lead’ for the Team Leads and Managers Supported Knowledge management and transfer by creating DTPs for the transition process Assessed relevant training needs for individuals & organization, in consultation with departmental heads, including assessment methods and measurement systems available.  Ensured the current knowledge is updated regularly through huddles, monitoring, etc. Conducting TNA/TNI post pre process training to create assessment gates before the Associates go live Provided timely coaching and feedback

 Worked with CD Managers, produced plans to meet training and development needs, managed training delivery, measurement and follow-up as necessary Monitored, measured and reported on employees’ training and development plans and achievements within agreed formats and timescales Knowledge Capture & Transfer Assessed relevant training needs for individuals & organization, in consultation with departmental heads, including assessment methods and measurement systems available.  Aided the Operations team in improving performance on customer service, team motivation and team work Conducted training on Voice & Accent and Call handling Implemented TNA/TNI post pre-process training and conducting timely refreshers Ensured that the current knowledge is updated regularly through huddles, monitoring, etc.

•Handling a team of 4 members to achieve the targets in a particular line of business in credit control.•Part of the Aged Debt Reduction project and helped the team in attaining results by clearing the overdue entries.•Provide a strategy to client to clear the Aged Debt and maintaining the account every month.•Expert in the process and super user of the application used and supervise the team members on floor.•Lead a team to conduct presentations for clients.•Handling escalations for the team and also worked on complaint accounts and closed complaints on behalf of the team and received client and customer appreciation for taking the initiative. •Proactive approach in identifying process gaps and operational gaps to ensure quality deliverable.•Trained recruits on the job and helped in transition from training to a recruit.

 Responsible for managing key accounts, maintaining a long-term relationship with accounts and maximising sales opportunities within them Development of sales, made new business pitches and effectively on-board new clients,  Focused on growing and developing existing clients, wrote business plans and acted as key interface between the customer and relevant divisions Managed major national accounts at head office level

 Reviewed the orders and worked with teams such on sales, order processing, Credit card processing, issuing banks & collections, Dell financial services and credit analysis for identifying ‘at risk’ order Reviewed order and generated daily reports to prioritise workflow for the team Investigated accounts from all segments using various search engine tools to identify fraudulent accounts and handling escalations

Collections and Dispute co-ordination and Credit Analysis Training the new resources, mentoring and floor supervision, heading the overdue reduction project, handle complaints for self and the team, Mentoring & Team building Exercise, collation of disputes data.

A captive BPO supporting its parent company Ocwen Federal Bank in mortgage banking. Attending to customer queries, complaints and resolving issues to attain customer satisfaction.Payment posting and coordinating any default mortgage related issues with other concerned department.Develop scripts for the department to effectively improve quality, refinance transfers and to reduce documentation time.Declared best agent for transferring client for refinancing for the 1st quarter -2006