Poonam Shyam Karanje

HR Manager with extensive experience in policy development and conflict resolution at ALPHA ZULU INDIA MANAGEMENT. Spearheaded employee training initiatives, significantly improving retention and workforce quality. Proficient in data analysis and promoting an inclusive workplace culture. Achieved notable improvements in employee engagement and morale.

• FirstSource Solutions Limited, Mumbai, Maharashtra, Senior Analyst (US Mortgage), 12/01/20, 12/31/22, Single POC for a team of 8, Managing and consolidation trackers and data. Assisting in other tasks., Keeping track of the process training & provided with required notes available., Took training for new team members. Help Team with any process related tasks., Experience in Bankruptcy, Titles, Final underwriting and Loss Mitigation., Applications used MSP, DOCV & ER., Verifying valid Documents to clear title issue. Documents like PR, Note, AOM, SI, TP etc., Sending mails to vendors to revise the file & for any corrections in PR., Ordering Expired PR in ER if required., Updating comments in MSP on Grades of PR (A, B, C, L & V), Suspending the task in ER, if any docs are missing. Updating correct status in Excel provided by Clients., Worked on other Ad Hoc Activities like AW PR, Pending Borrower, and Mod Doc etc., Final Underwriter has to evaluate each and every aspect of the loan., Worked on FHA & FNMA investor loans., Evaluating the task type and processing as per the loan., Had to check the borrower name, address, principal amount & investor., Run scripts for flood, bankruptcy, foreclosure & suspense amounts., Evaluation is made based on AVM value., Workout payments for Trial amount & date steps have to be checked in application., Trail notes have been correctly validated with that on the Modd term. Check for previous term to analysis & validate on interest rate & escrow payment.
• Sejnark Shipping Services, Business Development/Relationship Executive, 01/01/16, 08/31/20, Handle shipping queries, Generate waybill for the customers, Handle escalations from the Port Authorities, Generate sales for the firm, Maintain sales & service records
• Ocwen Financial Solutions, Business Development/Relationship Executive, 02/01/11, 09/30/15, Handled delinquent files and solely responsible for making decisions on those loans., Expert in providing end-to-end resolution for mortgage, foreclosure and loss mitigation queries., Expertise in loan modification underwriting and short sales on delinquent loans., Expert in debt collection from defaulters., Ability to understand and document information in a concise and understandable manner., Excellent accounting knowledge., Excellent collection skills., I was a part of a dynamic target-driven team and have successfully helped generate revenue to the company., I was successful in generating top revenue in my team for the year 2013-2014., I have managed several training sessions for new hires.
• Dell International Services, Senior Technical Analyst, 04/01/05, 01/31/11, Providing assistance to UK/ IRE and Canada based customers with their Dell Desktops and laptops., Effectively troubleshooting hardware related issues., Performing courtesy call-backs, ensuring that the issue is completely resolved and has not recurred., Handled product up-training for teams within., I have managed to be the top associate for three consecutive months., Have been able to strike a balance between quality and delivery of training., Excellent technical & customer service skills., I was promoted as a SUBJECT MATTER EXPERT., I have managed training projects for various teams for Technical skills.
• America Online (AOL), New York City, New York, Customer Retention Specialist and Reports & Review Analyst, 08/01/02, 03/31/05, Guiding 7 Customer Care Consultants by taking escalation calls, imparting product knowledge and ensuring that their performance and morale would not dip., Dealing with billing enquiries, retention of the members and providing assistance with cancellations of their internet membership., Responding to customer queries through voice management systems and delivering high quality responses with utmost speed, so that each customer queries are resolved in one contact., Responsible for member retention by providing internet solutions and upselling of the product., Relationship building and cross-selling the company’s products and services to the existing and prospective customers, resulting in long-term member retention., Policing kids’ activities online, through the medium of chat rooms, message boards etc., to ensure their safety., Reviewing objectionable content that has been reported and taking appropriate actions depending on the violation., Best in the team for upselling newly launched products, from time to time., Awarded the Best “CUSTOMER SERVICE REPRESENTATIVE” 5 times., Received 100% End User Satisfaction Report., Promoted to be the Point Of Contact of the team and further to a PROCESS TRAINER., Handled various new trainee batches and assisted them to get better acquainted with work.

• Professionally trained on CRM tools like TALISMA, MERLIN, etc.
• Excellent Customer service skills
• Good in building collaborative relationships at all levels
• Target oriented and result driven
• Excellent people management skills
• Excellent selling and up-sell skills

• Hindi
• Konkani
• Kannada
• English
• Hindi
• Konkani
• Kannada

• Date of Birth: 06/07/82
• Gender: Female
• Nationality: Indian
• Marital Status: Married