Sharat Shetty
Mumbai
Summary
Results-driven Operations Leader with over 12 years of experience in managing high-performing teams in the US Mortgage/BFSI sector. Expertise in optimizing performance, driving customer satisfaction, and leading process improvements. Proven ability to manage client escalations, implement data-driven solutions, and reduce operational inefficiencies, while enhancing team productivity and engagement. Skilled in project management, reporting, and capacity planning to meet business goals.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Assistant Manager
Moder Solutions Pvt Ltd
Remote
05.2024 - Current
- Lead and manage a team of 50 FTEs, ensuring the achievement of service level agreements (SLAs) and key performance indicators (KPIs).
- Oversee capacity planning, client management, and operational reporting to drive team productivity and maintain high-quality standards.
- Act as the primary point of contact for client escalations, ensuring prompt resolution to maintain client satisfaction.
- Prepare and deliver performance reports, focusing on KPIs and operational insights, while forecasting resource needs and collaborating with HR on staffing and incentive management.
Team Leader - Escalation Relationship Manager
Ocwen Financial Solutions Pvt. Ltd.
Mumbai
03.2024 - 04.2024
- Led a team of 6 agents, resolving escalations with a 95% resolution rate.
- Reduced repeat escalations by 30% and improved customer satisfaction by 33%.
- Streamlined reporting, cutting preparation time by 20% and improving accuracy by 15%.
Team Leader - Client Servicing
Ocwen Financial Solutions Pvt Ltd
Mumbai
07.2023 - 02.2024
- Managed 100+ client escalations monthly with a 95% satisfaction rate.
- Reduced escalations by 20% and identified top complaints to drive process improvements.
Team Leader - Welcome Team
Ocwen Financial Solutions Pvt. Ltd.
Mumbai
08.2021 - 06.2023
- Established and managed a global onboarding team, achieving an NPS score of 9.2.
- Analyzed NPS data to reduce complaints by 15% and improve first-contact resolution by 10%.
Team Leader - Customer Service & Bankruptcy
Ocwen Financial Solutions Pvt Ltd
Mumbai
07.2014 - 07.2021
- Reduced average handle time by 15% while maintaining high customer satisfaction.
- Implemented recognition programs, increasing employee satisfaction by 25% and reducing attrition by 10%.
CCC Coordinator
Ocwen Financial Solutions Pvt Ltd
Mumbai
12.2011 - 06.2014
- Managed approximately 100 customer inquiries and resolved billing/credit issues, ensuring timely payments.
Education
PGDBM - Operations
Wellingkar's Institute of Management Development & Research
Mumbai 01.2016 - 12.2018
Master of Science - Microbiology
Mumbai University
Mumbai, India 01.2008 - 04.2011
Skills
Business Development
Client Servicing
Teamwork and Collaboration
Data Analysis
Interpersonal Communication
Microsoft Tools
Performance Metric Analysis
Process Improvement
Project Management
Relation Building & Retention
Team Leadership
Vendor Management
Certification
Green Belt Lean Six Sigma, 07/01/20
Awards
- Special Mention Award (2023) - Business Transformation for reducing the AHT by 14%, in turn helping to reduce the per call cost and improve ASA.
- Special Mention Award (2022)- Business Transformation for achieving the OCR target of 80% and showing an improvement of 5%.
Timeline
Assistant Manager
Moder Solutions Pvt Ltd
05.2024 - Current
Team Leader - Escalation Relationship Manager
Ocwen Financial Solutions Pvt. Ltd.
03.2024 - 04.2024
Team Leader - Client Servicing
Ocwen Financial Solutions Pvt Ltd
07.2023 - 02.2024
Team Leader - Welcome Team
Ocwen Financial Solutions Pvt. Ltd.
08.2021 - 06.2023
PGDBM - Operations
Wellingkar's Institute of Management Development & Research
01.2016 - 12.2018
Team Leader - Customer Service & Bankruptcy
Ocwen Financial Solutions Pvt Ltd
07.2014 - 07.2021
CCC Coordinator
Ocwen Financial Solutions Pvt Ltd
12.2011 - 06.2014
Master of Science - Microbiology
Mumbai University
01.2008 - 04.2011
Similar Profiles
Naveen Kumar ENaveen Kumar E
Senior Analyst at Moder Solutions India Pvt. Ltd.Senior Analyst at Moder Solutions India Pvt. Ltd.
Shivangi SinghShivangi Singh
Sr. Talent Acquisition at Moder Solutions India Pvt LtdSr. Talent Acquisition at Moder Solutions India Pvt Ltd
Arvind KArvind K
Team Lead at Moder Solutions India Pvt. Ltd.Team Lead at Moder Solutions India Pvt. Ltd.