AMOS LENTIN T
Hydershakote
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
18
18
years of professional experience
Work History
Senior Quality Assurance Administrator
Wells Fargo International Solutions Pvt Ltd
03.2023 - Current
- As a Senior Quality Analyst I evaluate employee’s calls for a process called Retail services Credit cards division
- We use the application called Nexidia to audit calls along with screen capture and provide feedback based on the process requirements
- Enforced procedures and policies for safety and quality services
- Trained employees on daily tasks and coached to improve performance
- Established clear goals to keep employees working collaboratively
- Tracked staff attendance compared to scheduled shift hours
- Conducting employee performance evaluations to offer feedback
- We make sure capture the agents Trends and behaviors on a monthly basis and send the observations to their respective manager to take appropriate actions and close the feedback
- We have monthly calibrations with our stakeholders to get an understanding how they associates handle their calls
- Utilized Standard operating procedure, effective resource management, communication and procedures specified company operation manual
- Developed and monitored metrics for tracking quality assurance results over time.
- Trained and mentored quality assurance staff, enhancing their skills and knowledge in quality standards and best practices.
- Analyzed and monitored customer accounts for suspicious or fraudulent activity.
- Developed risk mitigation strategies to reduce the likelihood of future fraud incidents.
- Reviewed and verified customer documentation to prevent identity theft and account takeover attempts.
- Identified areas of risk exposure and implemented controls to minimize losses due to fraud.
Quality Assurance Specialist
Synchrony Financial
09.2015 - 11.2022
- As a Quality Analyst we evaluate employee’s calls for a process called Post charge off collections
- (Recovery agencies and Attorney placements)
- Enforced procedures and policies for safety and quality services
- Trained employees on daily tasks and coached to improve performance
- Established clear goals to keep employees working collaboratively
- We use the application called Verint to audit calls along with screen capture and provide feedback based on the process requirements
- We make sure capture the agents Trends and behaviors on a monthly basis and send the observations to their respective manager to take appropriate actions and close the feedback
- We have monthly calibrations with our stakeholders to get an understanding how they associates handle their calls
- Conducted employee evaluations and reviews
- Utilized Standard operating procedure, effective resource management, communication and procedures specified company operation manual
Sr Executive (Tax Payments, Research)
Cognizant Technologies Solutions India Pvt.Ltd
10.2010 - 03.2015
- Taken care of Attendance / punctuality and adherence issues
- Meeting the assigned production targets by completing the loans with in the TAT
- Handled a team of 10 Associates
- Reviewing the loans and providing the feedback to the team to ensure quality work is delivered
- Certified in 'US-Mortgage' (Level 1)
CSR (HRD-Collections)
Bank of America
01.2008 - 05.2010
- Loan Servicing Division –Hyd: The Process involves end to end research of any mortgage payment delinquencies, refunds, and servicing of the loans based on different request opened by the client
- Assisted customers by providing options like Loan modification, Forbearance etc
Education
BCOM -
Stella Mary College
01.2005
Intermediate -
Stella Mary College
01.2002
SSC -
Mary Knott’s High School
Vikarabad01.1994
Skills
- Communication skills
- Time management
- Leadership
- Collections
- Auditing
- Calibration
- Fraud
- Risk
- Investigations
Disclaimer
I hereby declare that the information given above is true to the best of my knowledge.
Languages
- English
- Hindi
- Telugu
Personal Information
- Date of Birth: 04/02/78
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Languages
English
Beginner
A1
Timeline
Senior Quality Assurance Administrator
Wells Fargo International Solutions Pvt Ltd
03.2023 - Current
Quality Assurance Specialist
Synchrony Financial
09.2015 - 11.2022
Sr Executive (Tax Payments, Research)
Cognizant Technologies Solutions India Pvt.Ltd
10.2010 - 03.2015
CSR (HRD-Collections)
Bank of America
01.2008 - 05.2010
BCOM -
Stella Mary College
Intermediate -
Stella Mary College
SSC -
Mary Knott’s High School
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