Avinash Methry

Process Modeler, Process Designer, Enterprise Librarian & QualityAnalyst:

Ø Responsible for Quality Assurance of Change Management, Process & RCSA Service Modelling

Ø As part of process improvement initiative for Consumer Lending line of business, led a project in eliminating a non-value-added step in the Other Vendor Document Review(OVDR) team by applying lean principles which resulted in a save of 1 FTE for the Bank.

Ø Led the automation of Process Knowledge Test, reducing manual tasks by 55 minutes per month and increasing productivity by 90 percent

Ø Conduct Knowledge assessment test & Gauge R&R as part of the Corrective Action Development

Ø Collaboration with Onsite & Offsite stakeholder

Ø Maintain Wells Fargo process documentation in iGrafx

Ø Translate processes into diagrams and documentation using standard tools (iGrafx)

Ø Define scope and design business processes, liaison with process owners, process managers process SMEs and modelers to create process documentation in BPM modelling tools

Ø Expertise in Business Process Modelling & Notations (BPMN) and simulations representing cross-functional diagrams as-is and to-be, experienced in creating Process Design Document (PDD) & Standard Operating Procedure (SOP)

Ø Participate scrum rituals of multiple scrum teams adhering to SCRUM framework.

Ø Work with business process owner and other stakeholders and SMEs on the definition of processes; linking various elements of the Enterprise (Process, Risk, Application etc.)

Ø Maintain consistent use of standard/defined Enterprise objects when translating business processes and data flow templates

Ø Following the framework governance process to request the addition of new objects added to the repository.

Ø Actively source expertise from other process Modelers/designers & Architect to complete process models that are in line with Enterprise BPMN standards.

Ø Ensure developed process models are BPMN complaint, while promoting knowledge of BPMN terms and definitions with SMEs within the LOB.

Ø Setup review/approval/endorsement cycles

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Responded to customer requests for products, services, and company information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Participated in training programs to enhance product knowledge and customer service skills.
• Maintained up-to-date knowledge of product and service changes.
• Delivered prompt service to prioritize customer needs.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Managed timely and effective replacement of damaged or missing products.