Heading Tamilnadu & Kerala

Trained and oversaw the training over 12k employees in three LOB’s of Mahindra Finance • Managed a team of 7 trainers at multiple locations across Pan India • Designed and implemented courses for instructors to train new employees on customer service software• Conducted status meetings of class progress, quality assurance results, and updates to customer service goals with the client and management• Responsible for setting direction and creating structure, processes, and… Show more Trained and oversaw the training over 12k employees in three LOB’s of Mahindra Finance • Managed a team of 7 trainers at multiple locations across Pan India • Designed and implemented courses for instructors to train new employees on customer service software• Conducted status meetings of class progress, quality assurance results, and updates to customer service goals with the client and management• Responsible for setting direction and creating structure, processes, and staff behaviors that support learning programs• Involved in Requirement gathering phase while implementing CRM Dynamics & and new software integrations (Fin-TECH)• Improved employee learning experience through assessments for all verticals in MMFSL• Delivered critical training for new processes & Soft Skills, company policies ( AML & KYC) • Drafted training manuals for implementation in courses. Revised manuals as necessary for process improvement and changes in customer service goals.• Improved business practice by overseeing implementation of custom software aiding agents in appropriate protocol• Trainings conducted on various Behavioral and Leadership topics for all levels of Management.• Assessed designed developed and delivered training solutions at all levels of staff for multiple and multiple business functions.• - Provide active support to the business development team in driving growth of the partner network• - Liaise with the product team to drive feature improvement/ implementation and help prioritize development initiatives Show less

Quality Analyst in American Health Medicaid & Medicare Projects : BIOMET & BREG Incorporated California

• Worked as a CSE and Process trainer in Middle East processes and United Kingdom Banking Operations.• Premier Accounts, Normal Accounts – Current and Savings end to end processing.• Worked for HSBC Credit Cards and Cross selling.• Worked for UAE, Bahrain, Oman and Qatar banking operations as well as UK Premier Account processing.• Process trainer for the above mentioned processes in both Account Opening and cross selling various products from mortgage to credit… Show more • Worked as a CSE and Process trainer in Middle East processes and United Kingdom Banking Operations.• Premier Accounts, Normal Accounts – Current and Savings end to end processing.• Worked for HSBC Credit Cards and Cross selling.• Worked for UAE, Bahrain, Oman and Qatar banking operations as well as UK Premier Account processing.• Process trainer for the above mentioned processes in both Account Opening and cross selling various products from mortgage to credit cards.• Worked on tools like GWIS- Group workflow information systems, a ticketing tool to track the accounts from premier classic and normal accounts.• Lotus notes and HUB – HSBC Universal Banking tool for the records maintenance and checking the delinquency of the customers.• Completed 12 modules on Banking Operations, Money Laundering and KYC.• Team building skits and health related exercises. Initiations:• Checks initiated for proper processing of the accounts by introducing KYC- Know your customer which includes all pre-processing checks that is the customer involved in fraudulent activities, signature mismatch, is he delinquent.• Based on the credit checks and previous history prepared list of KYC and controlled the fraudulent accounts which include money laundering.• Given power point presentations on how to catch the fraudulent accounts with the help of cheat sheets which includes all the preprocessing checks.• Segregating customers as High Risk, Low Risk and Medium risk.• Automated checks in the GWIS tool to make a initial stop for all the accounts that have to undergo proper KYC from Red Alert countries in the Middle East region.• Set up a team of pre-processors and set SLA’s with the approval from Clients. Show less