As a leader in developing and managing senior-level strategic service partnerships with our largest global customers, I excel in identifying service improvement opportunities, managing key client escalations, and delivering proactive service reviews. My role involves driving critical escalation management processes and fostering collaboration across various business units.Key Leadership Responsibilities:Leading the service escalation process with a focus on swift and effective resolutionEnsuring timely and clear communication with all stakeholdersDirecting the resolution process and chairing the Emergency Management Committee (EMC)Inspiring and guiding teams to achieve high standards of service excellenceStrategic Leadership & Decision Making:Crafting departmental plans that align with business priorities and drive overall strategySetting and enforcing standard practices and policies to ensure complianceImplementing transformative processes to enhance product lines and functionsResolving complex, multi-disciplinary problems with innovative solutionsMaking strategic decisions based on resource availability and business objectives

Managing a team of credit control across North America Collections (KSA/GSA), Communicate the outstanding debt to the business, Responsible for providing leadership initiatives towards achieving strategic deliverables, staff development and managing internal stake holders. Mentoring the team to ensure the debt projections and targets are met (DSO, Revenue reserve provision, aged debt, Forecast, tail balances and unapplied cash/credit). Minimize the debtor’s position in line with the targets; Enable the team to achieve the DSO. Ensure compliance with credit control policies and procedures in the region. Contribute to the overall success of the North America KSA/GSA region through attaining financial targets. Maintain good, professional relationships with clients internal and external, Driving Innovation, develop talent and act with Integrity. Explore & implement ways to improve credit control efficiency and DSO. Manage, develop, and support team at the same time develop a strong relationship (face to face) with all the customers across North America.Responsible for driving the location strategy in North America which meant centralization of the collection’s activities in two hub locations to align with wider operations strategy. A single hub structure to enable career development, Risk mitigation, audit support and dispute resolution. Manage and strategize a culturally and geographically diverse team of collections specialists who work directly with our customers to recover outstanding debt, manage cashflow risk, investigate delinquent accounts, and who work with internal and external stakeholders to understand and drive billing issue resolution. Own relationships with key stakeholders in Sales and Finance and engage with customers as required for complex resolutions and escalations. Also, drive to ensure the unapplied cash is base minimal and ensure all the cash received is applied per remit details before the financial month end.

Refinitiv is one of the world’s largest providers of financial markets data and infrastructure serving more than 40,000 institutions in approximately 190 countries. By combining a unique open platform with best-in-class data and expertise, we connect people to choice and opportunity, driving performance, innovation, and growth for our customers and partners. Intrigued by a challenge as large and fascinating as the world itself? Come, check out our opportunities at https://jobs.refinitiv.com

* I manage a team of customer support professionals across a broad range of products proactively managing customer issues and acting as a point of escalation for the team.* Coach staff to deliver superior customer service in line with global customer support guidelines.* Help the team Maintain and improve their key performance measures of the Customer Support Centre. I try to help them improve first call resolution results and actively drive more resolution on the initial query.*Assist the team in providing a memorable and positive customer experience. This will include taking calls during peak periods.* Help the team to reduce the volume and time of outstanding service requests and ensure staff understand and are adhering to procedures and policy.* I try to contribute ideas to the Customer Support management team to drive CSAT experience, SLA, Time to Closure.* I am part of Recruitment and selection of staff in line with the Customer Support Competency Framework.* My task includes monthly call assessments and coaching targets for the team in line with Quality guidelines.* I help the team drive performance and coach within the Customer Support Competency Framework. Participate in the performance management & review process facilitating the quarterly, mid year and annual review process.

Primary Responsibilities:• Handling clients of two countries, Americas and Canada.• Responsible for maintaining strict service levels with client activities.• Responsible for managing escalation from front line, stakeholders and account manager.• Promote flow of knowledge within the business group to meet service targets and improve data flow/mapping knowledge.• Participate in multiple projects simultaneously to a high standard in a global and dynamic environment.• Work closely with the sales managers to identify ways of improving the productivity and efficiency target for the team.• Proven ability to maximize sales opportunities by creating professional sales script and building rapport with potential new and also existing customers.• Share best practices with the group and innovate to resolve outstanding issues.• Contribute to contingency planning in line with business requirements.• Careful resource planning is done towards quarter end to ensure a smooth quarter close.• Guided, Supported and worked with Managers in meeting TAT and Operational Metrics.• Making sure products and services are supplied to customers on time.• Involved in the training of new staff.• Handling client escalations by doing an in-depth analysis of the issue and resolving it in real time.• Member of our Business Continuity Plan: Ensuring that BAU is in place in the event of unforeseen circumstances.• Preparing Aging reports.• Closed service request reports.• Order status reports.• Record customer requests for improvements to our software applications through "enhancement requests" and escalating to Product Mangers.Additional Projects Taken:Was involved in one of the biggest project in the history of Thomson Reuters – B2CC. This project mainly aims at the cost reduction, Customer Satisfaction and One single common platform for all our customers from billing stage to the cash collection stage; Process: Collections and Customer care (Order to Cash)

Primary Responsibilities:• Responsible for recruiting, orienting, training.• Oversight of all aspects of staff performance; performance evaluation, progressive discipline.• Leadership in the setting and achieving of strategic and organizational goals.• Established training programs for staff in regard to all aspects of workplace performance and professional development.• Responsibility of tracking any process changes for creation and up gradation of training modules.• Creation, up gradation and validation of training documentation and certification.• Preparing QA update, Training needs Analysis, Dashboard report, counseling matrix.• Feedback loop, Coaching session, Supervisory training, Developmental training, Business/Process Transition for clients (Bank of America and Sovereign Bank).• The function involves development and implementation of new strategies to achieve business goals.• Developed and Revamped existing work processes to eliminate duplication and assure optimum utilization of staff and training resources.• Have successfully delivered SRO (Supervisory Review Overview) to all management staff which has assisted the management staff of the respective department to deliver even more effective performance.• Successfully completed project on Hiring Criteria’s

Primary Responsibilities:• Loan boarding• Preparation and regular update of Dash board reports• Update appraisal and other loan information including payment processing and posting on REAL Synergy and other reports.• Normalization and preparation of financial statements and reports, Tax and insurance monitoring including maintenance of escrows.• Coordinating activities of the department with the manager/director to include work flow to prepare daily wires (funds transfer).Company Name: Ocwen Financial Solutions LtdDates attended: July-2007-June 2009Position/Title: Floor/Process LeaderPrimary Responsibilities:• Supervise and lead a group of Customer Relations associates to meet the required objectives.• Coordinating activities of the department with the manager to include work flow monitoring, training, reporting and special projects• Supporting the team with process related questions and resolving the same to ensure appropriate escalation.• Continuously train, lead, motivate and develop staff members to ensure that the team meets HRD standards as defined by Ocwen Management for the process.• Formulating plans/practices to enable the team to maximize their output in terms of productivity and accuracy.• Support the mortgage loan servicing functions through involvement in various customer-servicing functions.• Ensure adherence to quality control standards by staff.

Primary Responsibilities:• Supervise and lead a group of Customer Relations associates to meet the required objectives.• Coordinating activities of the department with the manager to include work flow monitoring, training, reporting and special projects• Supporting the team with process related questions and resolving the same to ensure appropriate escalation.• Continuously train, lead, motivate and develop staff members to ensure that the team meets HRD standards as defined by Ocwen Management for the process.• Formulating plans/practices to enable the team to maximize their output in terms of productivity and accuracy.• Support the mortgage loan servicing functions through involvement in various customer-servicing functions.• Ensure adherence to quality control standards by staff.

Primary Responsibilities: Taking inbound calls from customers & Making outbound calls to borrowers of loans that are being serviced by Ocwen. Update customer information, respond to customer Queries, verify document and loan accuracy, loan setup and related projects. Expertise in resolving escalated customer service issues.

Primary Responsibilities: Making outbound calls to the customers and Verifying credit card transaction to ensure if it was legitimate charges, discussing credit card account activity with the customers. Keeping in touch with the customers to ensure that they get updates about the account activity.