Vivek Singh
Pune
Summary
Reliable business professional with experience in team management, process improvement and data analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
Work History
Team Leader - Service Delivery
Ocwen Financial
09.2016 - Current
- Evaluated customer needs and feedback to drive product and service improvements.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Gathered, organized and input information into digital database.
- Generated reports detailing findings and recommendations.
- Conducted regular reviews of operations and identified areas for improvement.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Devised and implemented processes and procedures to streamline operations.
- Maintained database systems to track and analyze operational data.
- Educated staff on organizational mission and goals to help employees achieve success.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Developed effective improvement plans in alignment with goals and specifications.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Managed over 50 escalation calls per day.
- Proven ability to develop and implement creative solutions to complex problems.
- Collaborated with cross-functional teams to develop and implement research strategies.
- Tracked key performance indicators to measure success of campaigns.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Delivered subject matter expertise for internal and external customers on compliance best practices and quality control.
- Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
- Evaluated customer complaints, processes, and all other aspects of operations to assess compliance.
- Verified consistency in quality planning, quality control, quality insurance and quality improvement.
- Delivered and tracked program training for associates and supervisors to safeguard continuing business relationships.
- Managed compliance efforts, reporting and audits.
- Played instrumental role in company-wide risk assessment efforts, supporting enhancements in business processes and controls.
- Consulted with clients on best practices and served as project manager for all process improvements and regulatory initiatives.
- Managed full life cycle of assigned audits in alignment with departmental procedures, delivering progress as well as closing reports to senior management and clients.
- Supervised and coached compliance personnel in mortgage and home equity monitoring.
- Developed and delivered training programs to inform new and current employees about compliance issues.
- Reviewed documents, files, transcripts, and other records to assess compliance and potential risk.
- Tracked, analyzed and executed quality and continuous improvement initiatives to hold departments accountable for performance.
- Led teams to drive results and meet production, quality and NPS goals.
- Monitored key performance indicators and built processes to support performance and growth.
- Spearheaded continuous improvement initiatives to increase operational excellence and development.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Established and maintained a culture of excellence within the team, setting high expectations for performance and accountability.
- Coordinated cross-functional teams to ensure seamless integration of services and optimal customer satisfaction.
Senior Research Analyst
Ocwen Financial
09.2011 - 12.2016
- Provided excellent customer service and provided answers to client questions within set standards.
- Worked with multiple screens and programs to resolve customer issues.
- Utilized inbound and outbound telephone techniques to solidify and build relationships.
- Worked cross-functionally with various inter departments.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained staff on operating procedures and company services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained new personnel regarding company operations, policies and services.
- Built plans through development and implementation of internal and external communication strategies.
- Streamlined data collection processes for increased efficiency in research projects
- Improved research accuracy by implementing advanced data analysis techniques and tools
- Enhanced team productivity with effective project management and prioritization of tasks
- Collaborated with cross-functional teams for holistic approach to research initiatives
- Increased customer satisfaction rates with targeted improvements informed by detailed consumer feedback analysis
- Managed multiple high-priority projects simultaneously, ensuring timely completion of deliverables under tight deadlines
Early Intervention Service Coordinator
Ocwen Financial
07.2010 - 08.2011
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Entered customer details and notes into system for interdepartmental access and review.
- Processed debtor payments and updated accounts to reflect new balance.
- Responded to customer inquiries and provided detailed account information.
- Established relationships with customers to encourage payment of delinquent accounts.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Worked with customer to create debt repayment plan based on current financial condition.
- Maintained accurate records of customer accounts, payments and payment plans.
Senior Customer Service Representative
Siemens Information Processing Services Private
05.2007 - 03.2010
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Resolved concerns with products or services to help with retention and drive sales.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective
- Engaged clients in person and over phone to answer questions and address complaints
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience
Education
B.Com - Commerce
Periyar University
Salem, IndiaSkills
- Compliance Knowledge
- Customer Satisfaction
- Performance Metrics Analysis
- Process Improvement
- Analytical Thinking
- Handling Escalations
- Training and Mentoring
- Call Center Operations
- Credit Analysis
- Loan Processing
- Loan Servicing
- Residential Mortgage Lending Regulations
Timeline
Team Leader - Service Delivery
Ocwen Financial
09.2016 - Current
Senior Research Analyst
Ocwen Financial
09.2011 - 12.2016
Early Intervention Service Coordinator
Ocwen Financial
07.2010 - 08.2011
Senior Customer Service Representative
Siemens Information Processing Services Private
05.2007 - 03.2010
B.Com - Commerce
Periyar University
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