• Approving Quotes, post evaluating the pricing and product configurations• Negotiating with Sales on discounts and assisting on quote creations• Assisting Order Ops for a smooth process to complete the PO• first point of contact for Sales, Order Ops, Partner Care team and all internal teams involved in order to Cash process.• Build and approve Contracts based on guidelines to Sales• Handled all segments for North America and Canada Regions

Accountabilities: Managing a team of 25 - 30 full time agents.• Achieving monthly SLA of the process without a single miss and managing outage within the team. • Enhancing productivity of agents through continuous monitoring of their basket and ensuring the TAT is achieved on all the files.• Holding regular 1x1s with team members to help individuals achieve their career goals. Providing feedback on regular intervals on their progress and the areas of improvement for the individuals.• Switching agent skills within the process between different queues based on skill sets and performance.• Maintaining individual progress cards, by tracking their scores on productivity and quality like internal and external audit scores, leave planning and other progressive aspects.• Performing manpower planning to utilize maximum strength in the team during the peak season and have the resources cross trained to the other LOB to support the other teams during our non-peak season.• Consolidating daily volume and audited files for the operational purpose and ensure the same is provided for the client accurately for billing purpose.Reporting and Analysis: -• Maintaining Audit Reports at regular intervals, such as CAPA, FEMA, Gage R&R and Capacity Utilization etc. for internal and external Audit purpose (CMMI, ISO and Client Audits).• Preparing Dashboard on project deliveries (Client SLA Report) for the LOB on Daily, weekly and monthly basis.• Preparing a stress test beginning of the shift and analyzing the capacity utilization for the day• Always engaged in a monitoring and absorbing the inflow of the volume and aged files (SLA)• Review of various account reconciliations in SAP tool• Prepared comprehensive analysis reports showing comparison between actual expenses and Budget for forecast discussion on Capacity utilization.

Line of Operation: 1. Mortgage personal service center processPerforming a personal servicing center for mortgage area, such as providing mortgage payout Statement, Valuations, Title, Closing services, foreclosures, closing the mortgage and Skipping their payment etc 2. Copy Request ProcessWe handle around 12 queue’s in our process and we also provide documents to our clients holding both personal and business accounts, such as statements, cheque copies, drafts money order, wire transfers, etc.3. Bank Reconciliation ProcessWorking on a reconciliation process for an Australian client identify the discrepancy in the balance based on the incomes and outgoing payments along with the pending and disputed items on daily basis by using the supported documents

Line of Operation : Collection Team • Carried out research on the issue in order to collect the credit from the bank and reconciled the GL account by debiting the incoming bank or customer.• Researched on checks, withdrawal slips and money orders on encoding errors (like encoding error, listing error and posting error).• Made regular follow ups on forms and letters sent to bank in order to collect the credits.• Handled Escalations calls for the team and completed it within 24 hrs time. • hold in safekeeping assets/securities such as stocks, bonds, commodities such as precious metals and currency (cash), domestic and foreign• arrange settlement of any purchases and sales and deliveries in/out of such securities and currency• collect information on and income from such assets (dividends in the case of stocks/equities and coupons (interest payments) in the case of bonds) provide information on the securities and their issuers such as annual general meetings and related proxies• maintain currency/cash bank accounts, effect deposits and withdrawals and manage other cash transactions• often perform additional services for particular clients such as mutual funds; examples include fund accounting, administration, legal, compliance and tax support services

Line of Operation: Accounts Receivables Team• Served a US client which deals with accounts receivables for a corporate company.• Updating the invoice in the clients portal based on the Purchase order, taxation report, amount and invoice number etc.• Handling queries of the accounts related to billing errors, delinquencies in the accounts, bankruptcy and price discrepancies.• Processing of Invoice into the clients Portal, debit and credit memos, based on the standard procedure operations• Applying cash for the respective accounts when received the payments from bank.