As an Assistant Manager,I lead and direct a large team of specialists and associates.My role involves ensuring our team meets client expectations by maintaining service level agreements (SLAs). This includes delivering work on time, maintaining high quality standards, and achieving productivity goals set by the client.I have strong people management skills, as I train, coach, and develop individual associates, create action plans, and handle performance reviews.I handle client meetings and address any escalations that may arise. I also prepare monthly performance reports and dashboards for both our management and clients.I successfully led cross-functional teams in the planning, execution, and completion of multiple high-impact projects within scope, time, and budget constraints.I have a proven track record of achieving multiple sales and quality awards, as well as contributing to the growth and success of my company. I am passionate about delivering excellent customer service, enhancing operational excellence, and developing domain expertise.

• Managing and Leading Large Team• Excellent People Management Skills• Strong Organizational and Time Management skills.• Managing Work Efficiency and Delivering Target based results from the Team.• Setting the right Expectations to the Team so they can deliver the desirable outcomes and results set by the Clients.• Ensuring all SLA's (Production & Quality) are met.• Strong Customer Service Skills.• Ability to Train Teams.• Creating Development Action Plans & Coaching Individual Associates who may fall below desired performance.• Ability to Manage Client Escalations and Client Relationships.• Excellent Communication Skills, verbal and written, especially in Client and Team Handling.• Providing Monthly Performance Feedback on a one-on-one basis to Associates.• Organizing and Hosting Daily and Weekly Team Meetings and making sure every team member is actively engaged.• Creating and Maintaining Month End Reports for Team/Employee Performance and Incentives.• Making sure we maintain 100% client satisfaction which are also measured through Client Surveys.• Motivating the Team by organizing Rewards and Recognition events.• Ability to Engage, Coordinate and Collaborate with other Business Units like Training, Learning and Development, Process Quality and People Solutions for Exceptional Performance Delivery & Projects.• Comply with audit and compliance regulations for internal and external audits.• Good knowledge of US Mortgage Services and Loan Origination segments.• Ability to contribute towards Continuous Process Improvements and Strategies.• Good knowledge of MS office tools, Reports and Analytics.

Preparing, Publishing and Presenting Critical Reports, Dashboards and Important Milestone Trackers to the Management and Clients on Daily, Weekly, Monthly and Quarterly Basis. Review Important Milestone Trackers & Reports and Analyze the trends of getting more Referrals, which in turn fetches more business from our client. Publish Monthly Vendor Scorecards and Discuss the Performance of the Vendors to the Management. System Administrator for our Case Management System.

Assigning and Delegating Daily Tasks to the Team and thus Managing Workflow. Performing Pre-Sale Review for Loans in Foreclosure, through Process Compliance & Quality Checks and Thorough Document Verification by keeping in mind the State Statute on every Foreclosure Milestone like Referral Intake, Preparing Notice of Default, Filing the First Legal, Review Title, Publication and providing Sale Clearance to the Auctioneer with Proper Bidding Instructions.Conducting New Hire Training & Process Walkthrough, Working on Research, Implementing Memos and Sharing Process Related Updates to the team on regular basis thus Developing Domain Expertise for the Team.Effectively Managing the Aged Inventory and through our Own Client Tracking system, Metric 3 that was designed by us for Resolving Loans with Issues. Manage Issues and Exceptions to Process thus ensuring all Timelines are being met.Responding to internal/external queries, which also involves liaising with servicers or departments or teams within Trustee services. Coordinate Department Activities with the manager to include Workflow monitoring, Process Improvement, Training and Reporting. Work on Specially Assigned Projects.

Zafco is a leading importer & exporter of Automotive Tires, batteries and lubricants to over 800 customers in 85 countries. An ISO 9001 – 2008 Certified Trading Company Located in Dubai, UAE.Maintaining healthy relationship with customers while opening up freshcustomers. Providing sales and administrative support and help attainsales targets. Communicating with regional sales for status of order andposition of salesPreparing monthly, weekly or daily sales analysis. Preparing proposals,agreements, sales reports and presentations. Updating the status of salesorder in the system – SAP ERP. Collecting, analyzing, evaluating andaccounting the information in order to increase productivity of sales andmonitoring the trends and evaluating the performance assessed againstmonthly sales goalsProviding inputs and ideas into marketing enterprises and subsequentlypromoting them and monitoring responses. Promoting the facilities of thecompany to fresh and existing customers through a proactive approachCoordinating and responding to all requests of internal meetings andassisting in the implementation of sales strategy as prepared by the salesevent manager. Attending network and promotional events to developand maintain contact with potential clients and professional bodies.Developed Good Knowledge in SAP ERP (SD module)

A Proud Flagship Brand of Hilton Hotels Corporation and the mostrecognized name in the Global Hospitality Industry with over 600rooms located in Kensington, London, UK.Customer services, Guest relations, Handling Sales and Propertymanagement systems, Revenue and Reservations, Complaint handling,Training people, Handling Shift Leader/Supervisor Tasks.Analyzing all guest and travel agent requirements through telephone andemails and recommend suitable options for all customers and assist toconfirm all reservations. Effective and Efficient resolution of all guestinquires of hotel services and operations through incoming calls andemails. Assist to make all room reservations, maximizing room revenue for theSales Department and also ensuring all reservations are updated.Coordinate with Sales Department and manage all communication forgroup bookings.Assist to book and block all rooms according to required standards andmanage all special reservations and monitor all reservations anddiscounts by maintaining knowledge on all room types and its availability.Sales Achievements: Achieved morethan £100,000 in 2009 throughUpselling Rooms alone for the Frontofficedepartment in HILTON LondonKensington.Hilton Honors Loyalty Program:Contributed the Front-officedepartment by Enrolling the mostnumber of New Members in 2009.

One of the Leading Hotel Brand of Intercontinental Hotel Group (IHG),The World’s Largest Hotel Group with 614 rooms located near one ofthe Busiest Airports in the World - Heathrow Airport, London, UK.Customer services, Guest relations, Handling Sales and PropertyManagement Systems, Handling cabin crew room-reservations andcoordinating with the respective airline operations in Heathrow.

Customer Services (Voice) for 3 UK - Billing, CRM Systems, Sales, Customer Retention.

Customer Services and Technical Support (Voice) for AT&T - USA Telecom, Billing and ISP Troubleshooting (Tech Support), CRM Systems and SAP Order Entry.