Gaurav Gada

• Process: US Mortgages operations, Steered daily operations of Global Contact Center, USConsumer Operations and reported to the Manager – Pre-Purchase Review
• Utilized sound understanding of the existing CitiMortgage policy guidelines and implemented CitiMortgage policy guidelines including relevant & periodic changes as updated by the policy maker
• Provided feedback on quality of sourcing, maintaining Turn-Around-Time and proposing constant initiative for ensuring process improvements
• Meet Customer Expectations within shortest possible time without compromising on Quality
• Selected for the project to set up a backup site at Chennai and training & mentoring new staff for the period

Key Deliverables

• Circulate information/Conduct training sessions for Investigators to educate them on any learning's based on experience/information from send sites / inputs from CSR etc
• Various MIS preparation to check exact status of unit
• Worked on various payment types like MT103s, MT202s
• Detailed knowledge on fields involved while processing payments to various beneficiaries across globe in any currencies
• Demonstrated competency in ensuring delivery of customer service as per standards specified by the organization and maintaining high customer satisfaction levels
• Went as Trainer in June’16 @ HEXAWARE for forward migration of World link Investigations

Key Deliverables

• Scheduling Calls with Business Leads/SMEs at client's on-site locations to understand processes
• Various MIS preparation to check exact status of unit
• Scope of project was to improve the existing system with same functionalities
• Consistent Client Interactions & co-ordination with different teams associated with the project to reduce the process gaps
• Reviewed test cases written by offshore team and took sign offs from Business users

Notable Attainments

• Proper coordination with on site and offshore team to get testing done before deadline
• Deadline for Sign offs for test cases was Sept’ 2017
• Sign offs were done by July’2017
• Helped treasury group of Mc Dermott to test system with new interfaces upgrade.

• Process: Banking & Cards - Account Maintenance, Key Deliverables
• Various MIS preparation to check exact status of unit
• Identifying the trend of inquiries and updating the same to the Client’s CSR to eliminate future inquiries
• Coordinating with Work Force Management group for volumes forecasting and agent’s staffing

Notable Attainments

• Handling Account Maintenance team which deals with Customer Queries for credit cards
• Worked on various systems like G360, KANA, Sawgrass & AWS to revert to customer’s queries
• Good knowledge on banking products and processes and associated risks.

Key Deliverables

• Monitoring the overall functioning of team, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
• Identifying the trend of inquiries and updating the same to the Client’s CSR to eliminate future inquiries
• Coordinating with Work Force Management group for volumes forecasting and agent’s staffing

Notable Attainments

• Successful migration of new process in Hexaware
• Handling the Investigations Team which deals with Customer Queries for SWIFT (international/cross border) Payments
• Handling Reconciliation team which clear breaks on regular basis
• Maintaining synergy between CABs reconciliation and Investigations team to clear breaks on timely basis
• Worked on various payment types like MT103s, MT202s
• Detailed knowledge on fields involved while processing payments to various beneficiaries across globe in any currencies
• Demonstrated competency in ensuring delivery of customer service as per standards specified by the organization and maintaining high customer satisfaction levels