Glady John

• Develop and implement quality assurance process updates and procedures.
• Monitor and evaluate the quality of processes and the services provided to Customers.
• Conduct regular Monthly/Weekly audits and inspections to identify areas for improvement.
• Monitor customer feedback and complaints related to quality.
• Provide Regular feedback to the employee and discuss the individual quality score and how to improve
• Worked on NPS, HPI and HPE Escalation and Investigate root causes of customer issues and implement corrective actions.
• Prepare and maintain quality documentation, including reports, metrics, and compliance records.
• Conduct daily team huddles to provide quality updates and take feedbacks on the challenges faced by the team members.

Service Desk (Previous Role)
Hemmersbach India Pvt Limited
May 2022

• Worked with WGT VIP Team, managing HPE and CDS processes.
• Ensure adherence to customer SLAs by efficiently dispatching and coordinating cases.
• Prepare and deliver detailed reports using Excel, facilitating informed decision-making.
• Conduct comprehensive training for new team members, emphasizing process efficiency and quality assurance.
• Recognized for consistently achieving AT&T and Verizon Closure Report deadlines and maintaining high customer satisfaction.
• Ensure adherence to customer SLAs by efficiently dispatching and coordinating cases
• Prepare and deliver detailed reports using Excel, facilitating informed decision-making

• Managed billing and accounts for 4000+ clients, ensuring timely invoice submission and debt recovery
• Facilitated seamless client communication and issue resolution, enhancing client retention and satisfaction
• Played a key role in upselling additional services, resulting in increased revenue generation
• Efficiently managed the Vice President's calendar and expense reports, contributing to operational efficiency.

• Oversaw invoicing and payment processes, ensuring accuracy and timeliness
• Managed confidential data and led team workflow in the absence of the Process Lead, ensuring operational continuity
• Implemented process improvements that enhanced efficiency and accuracy, recognized with awards for outstanding contributions.
• Managed Carrier and Vendor relationships and served as the primary point of contact for key accounts.
• Negotiated contracts, pricing agreements, and service level agreements (SLAs) with Vendors( individual Truck owners) to ensure alignment with company objectives
• Provide a detailed overview and Analysis of the day-to-day tasks and responsibilities as a Senior Process Associate.
• Taking Escalation calls.
• Processing Lumper tickets, loading and unloading Fee checks to the Vendor.
• Ensuring Client receives their shipment as per the SLA contract signed.
• Following up with the Client for the final payments after the shipment is delivered.
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• Managed a portfolio of mortgage accounts, serving as the primary point of contact for customers.
• Facilitated communication between customers and internal departments to ensure timely and accurate processing of mortgage payments and inquiries.
• Trained extensively on mortgage bankruptcy laws and regulations, providing expert advice and assistance to clients facing financial difficulties.
• Handled loan applications and underwriting processes, reviewing applications and supporting documentation to determine eligibility and loan conditions.
• Interacted with attorneys and legal teams regarding foreclosure proceedings, ensuring compliance with legal requirements and timelines.
• Conducted regular quality checks on team members' work to maintain accuracy and adherence to company policies and regulatory standards.
• Implemented process improvements to streamline workflows and enhance operational efficiency, resulting in improved customer service and reduced processing times.
• Provided training and mentorship to new associates on mortgage processes, ensuring consistent understanding and application of policies and procedures

• Handled inbound and outbound calls for UK customers, resolving queries and conducting credit checks
• Managed error reports and provided feedback to associates, enhancing service quality
• Trained and mentored new team members, ensuring a knowledgeable and efficient workforce.