Ravi Sharma Email & Phone Number

Kernersville

Greensboro/Winston-Salem, North Carolina Area

• Designed the Business Intelligence & Reporting Intake Process which significantly reduced the downtime for gathering reporting requirements from LOB partners.• Developed the BIR Report Repository that provided a real-time report inventory developed by the team which helped in avoiding creation of duplicate reports. • Managed multiple projects to perform data mining / analysis that supported critical business decisions or root cause analysis to resolve issues.• Leverage multiple sources to extract data & perform complex analysis as required by LOB partners.• Acted as a primary contact for Business Intelligence & Reporting team to work with senior management / leadership to fulfill any urgent or routine data extraction efforts.• Partnered with Business Control and Exam Management leaders to analyze data needs as well as gather requirements for supporting internal / external audit requests • Supported timely delivery of routine reports for Business Control & Exam Management teams• Collaborated on developing solutions to meet / exceed SIAI milestones for LOB partners.• Balanced multiple projects by successfully managing and shifting priorities to meet deadlines.• Supported critical LOB processes by ensuring that scheduled reports were delivered timely.• Designed and delivered presentations to massive enterprise wide audience (400+).

Greensboro/Winston-Salem, North Carolina Area

• Developed quality assurance programs to meet standards of DOJ, OCC & NMS to ensure Bank of America is compliant with payment application programs and procedures.• Experience developing QA milestones for Self Identified Audit Issue (SIAI) for various severity levels• Collaborated with Procedure Management Team to ensure that procedures align with QA programs in a deadline driven environment.• Developed rigid Test Plans which outlines a specific QA program which are furnished to Audit Teams during internal and external audits performed on Quality Assurance.• Developed architecture to support various QA programs as well as designed and maintained monthly dashboards to share defects and gaps.• Documented quality issues and performance measures by constructing pivot tables and charts to develop trend reporting • Redesigned and developed Access databases for Quality Monitoring to provide granular level reporting at the executive level.• Developed DTS packages for daily scheduling to automate workflow.• Experience with developing ad hoc SQL queries for customized data request demanding extraction and analysis of large datasets.• Designed SharePoint to facilitate centralized reporting, workflow and data management.

Greensboro/Winston-Salem, North Carolina Area

• Awarded the Platinum Honor for leading Clarity, Brevity & Simplicity project to reduce the existing cancellation disclosure to 35% of its original content. • Improved 2010 quality standards for customer service from 72% to 87%. • Managed processes end to end from developing quality monitoring procedures and designing quality monitoring guides & scorecards.• Consultant for implementing quality monitoring processes for Borrowers Protection Plan Department. • Established quality metrics for retention and customer service groups within the BPP Dept. • Partnered with Risk and Legal departments to ensure processes were approved before being communicated to associates.• Generated month-end trend reports to document quality issues and performance measures for management review.• Identified key issues by analyzing associate calls and understanding their impact in a broad business context: seeing connections and patterns: considering large amounts of information to enhance quality and productivity.

Greensboro/Winston-Salem, North Carolina Area

• Led team of 16 dual trained associates as an Interim Team Manager. • Enhanced team performance by increasing the offer rate from 13% to 80% and adherence from 83% to 90%. • Managed schedules of associates to avoid downtime and enhance productivity. • Effectively led C-SAT process within the Quality Team by managing a team of 13 Quality Analysts to ensure reports are delivered before the deadline. • Successfully led 5 analysts for interview process screening of 20 candidates to fulfill the Quality Analyst position within the team. • Handled complex issues from negative surveys received by customers and addressed those concerns by working across multiple lines of business to achieve an effective resolution.