Bhavana Chandrawat

Associate Client Care Specialist (June 2021 – June 2023)

• Provided prompt, knowledgeable, and courteous technical and functional assistance to Associate Clients.
• Consistently maintained a QMS score above 95% and a CSAT score of 98%.
• Trained new recruits and supported day-to-day operations, ensuring high team performance with QMS scores above 92%.
• Developed strong interpersonal skills and drove efficiency, consistently resolving client queries in an average of 6 minutes.
• Attended training sessions, pursued self-learning, and effectively applied knowledge acquired from Salesforce.
• Handled Level 1 (L1) escalated cases and escalated to Level 2 (L2) when necessary.
• Provided detailed input to senior teams for further investigation and resolution within a 2-hour SLA.
• Performed additional duties as assigned to support overall team operations.

Associate Client Care Advisor (June 2023 – February 2025)

• Managed a team of 10 members, assisting them in resolving product-related queries within my area of expertise.
• Acted as a role model by demonstrating accountability, leadership, and strong work ethics.
• Ensured team members had clear objectives and maintained high engagement levels.
• Guided and motivated the team to achieve shared goals.
• Supported team members in researching and leveraging available resources effectively in Salesforce.
• Took ownership of complex customer cases when required, ensuring timely and effective resolution.
• Led and contributed to internal projects aimed at enhancing support processes and customer satisfaction during the Change Health Care Outage.

• Analyzed operational data for delivery management using Excel and MySQL, identifying trends in order fulfillment and customer behavior.
• Developed dashboards in Power BI to monitor real-time delivery metrics and improve visibility for operations leadership.
• Collaborated with the operations team to reduce order cancellation frequency, contributing to improved logistics efficiency.
• Improved client satisfaction by 20% by identifying delays and suggesting changes in delivery partner allocation strategies.
• Created ad hoc reports and performance summaries, helping stakeholders make faster, data-driven decisions.
• Used SQL queries to extract, filter, and join datasets for actionable insights on order patterns and delivery time deviations.
• Supported weekly reporting processes, ensuring accuracy and timely delivery of insights to management.

Closing Disclosure

• Reviewed closing documents to ensure all conditions and regulatory requirements were met prior to closing.
• Validated fees charged from Loan Estimate (LE) to Closing Disclosure (CD) and made necessary corrections.
• Examined Closing Disclosure and payoff documents to ensure appropriate vesting was confirmed at the time of closing.

Cashiering

• Verified wire amounts for loan payoffs and made decisions regarding escrow account disbursements.
• Ensured accurate and timely processing of payments related to production loans.
• Performed quality control (QC) reviews for the team to ensure compliance and accuracy.

Foreclosure

• Gathered borrower information, verified loan documents, and reviewed file documentation.
• Facilitated smooth loan processing from pre-approval through to closing.
• Maintained strong attention to detail while supporting the foreclosure process and ensuring regulatory compliance.

• Developed responsive and mobile-first web pages using HTML5, CSS3, and Bootstrap during internship projects.
• Assisted in converting design prototypes into clean, functional front-end code.
• Implemented Bootstrap components and grid system to create consistent and modern layouts.
• Ensured cross-browser compatibility and device responsiveness for various screen sizes.
• Collaborated with designers and developers to refine UI elements and improve user experience.
• Debugged styling issues and optimized code to improve website performance.
• Maintained well-structured code using proper naming conventions and best practices.
• Contributed to team meetings and provided feedback on UI/UX improvements.