Graden Murzello
Mumbai
Summary
Over Experience of 16+ with TSI with 7+ years' of experience as a leader of various project teams maximized many great opportunities to work on challenging projects, when two critical proficiencies of a team leader were developed tremendously. Migrated/set up major process and application for Altisource Business Pvt Solutions single handedly.
Versatile Senior Manager specializing in Operations and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company. Versatile Senior Manager specializing in mortgagee and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Overview
17
17
years of professional experience
Work History
Sr. Manager, Operations
TSI - Transworld System, Inc
Mumbai, MH
02.2023 - Current
- Leading team of 550+ professionals in Insurance/mortgagee/customer service
- Developed and implemented strategic plans that resulted in saving revenue for Company
- Oversaw budget and effectively managed resources to optimize productivity
- Collaborated with cross-functional teams to streamline processes and enhance efficiency
- Conducted performance evaluations, provided feedback, and contributed to team development
- Implemented streamlined processes, leading to 20% reduction in production costs.
- Evaluated hiring, firing, and promotions requests.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Manager of Operations
TSI - Transworld Systems Incorporated
Mumbai, MH
02.2020 - Current
- Managed cross-functional teams for successful project completion and timely delivery.
- Collaborated with other department heads to align organizational goals and maximize efficiency across all departments.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Directed resource allocation efforts, maximizing utilization of personnel, materials, and equipment resources for efficient operations management.
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
- Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
- Implemented cost-saving initiatives, reducing overall operational expenses without compromising service quality.
- Mentored junior team members in their career progression pathing endeavors towards managerial roles within company structure framework.
- Championed adoption of new technologies and digital transformation initiatives to streamline operations, enhance data-driven decision-making capabilities, and ultimately boost overall organizational performance levels.
- Enhanced team productivity by providing effective training programs and performance management systems.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Introduced new methods, practices, and systems to reduce turnaround time.
Assistant Manager
TSI - Transworld Systemic Inc
Mumbai, MH
06.2016 - 11.2020
- Initiated Updates tracker to track updates received from clients
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Ensure associates have skills to enable them deliver excellent customer experience & achieve SLAs
- Provide associates effective coaching to develop & enhance their skill-sets
- Ensure associates motivation levels are high in order to maximize performance
- Ensure Adhoc reports are updated and delivered to respective stake-holders within timelines
- Active participation in Fun Committee team to ensure 'Fun At Work'
- Quality Control - Assuring quality targets are met on monthly basis along with production numbers
- Increased quality from 88% to 98% in last quarter 2011 by frequent one on one and refresher training for senior employees, preparation of updated training materials, frequent process updates given to team
- Maintaining Quality & Productivity Standards over and above the Client SLA
- Conducting Team meetings thereby providing feedback and sharing best practices for Improvement of process
- Assisting Team leads to identify & eradicate the process gaps and also manage workflow
- Contributed by processing loans to help team maintain compliance levels
- Keeping track on team quality, reviewing audits done by onshore team
- Maintaining and tracking team quality scores, raising disputes with onshore team
- Conducting audits to identify error trends and reduce number of errors in process and to improve team's quality
- Providing floor support to team in order to improvise team's performance with regards to their Quality as well as Production
- Updating all reports within timelines
- Provided regular and timely feedback to agent to improve their individual Quality
- Updating and sharing performance summary in timely manner so that team is well updated about their performance during month
- Communicating and constantly motivating team with regards to volumes completion in Order to achieve the SLA on time
- Specialist in insurance process
- Assisted colleagues in solving their doubts thereby reducing their errors
- Carried out Internal Audit for team and provided timely feedback to associates to reduce future errors
- Cross trained in multiple processes Working as Associate in Exception Processing for US Mortgage Clients
- Meeting Objectives.
Team Lead
TSI - Transworld Systemic Inc
01.2013 - 06.2016
- Following up with Insurance Company and Agencies for verifying additional information regarding insurance, accounts and payment status
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Trained new team members by relaying information on company procedures and safety requirements.
- Internal Quality Auditor for 6 Months - Monitoring and Auditing loans processed by associates and providing timely feedback to associates to avoid repetition of errors Verification of Insurance Documents
- Achieving Productivity and Quality parameters above required client SLA
- Assisting Team leads/Floor leads to identify & eradicate the process gaps
- Ensure workflow for Reports process is maintained with required SLA
- Contacting agents for payment and settlements
- Checking and verifying policy and loan information as per process and policy documents
- Processing payments toward policy and loan
- Internal Auditor for Exception & Reports team
- Provided Floor support to team in order to improvise team's performance with regards to their Quality.
Floor Lead
TSI - Transworld Systemic Inc
02.2011 - 01.2013
- Following up with Insurance Company and Agencies for verifying additional information regarding insurance, accounts and payment status
- Collaborated with other departments to drive successful completion of assigned tasks.
- Upheld proper visual merchandising standards on retail floor and windows.
- Internal Quality Auditor for 6 Months - Monitoring and Auditing loans processed by associates and providing timely feedback to associates to avoid repetition of errors Verification of Insurance Documents
- Achieving Productivity and Quality parameters above required client SLA
- Assisting Team leads/Floor leads to identify & eradicate process gaps
- Ensure workflow for Reports process is maintained with required SLA
- Contacting agents for payment and settlements
- Checking and verifying policy and loan information as per process and policy documents
Associate
TSI - Transworld Systemic Inc
Mumbai, MH
07.2007 - 02.2011
- Following up with Insurance Company and Agencies for verifying additional information regarding insurance, accounts and payment status
- Managed customer relations through communication and helpful interactions.
- Worked varied hours to meet seasonal and business needs.
- Internal Quality Auditor for 6 Months - Monitoring and Auditing loans processed by associates and providing timely feedback to associates to avoid repetition of errors Verification of Insurance Documents
- Achieving Productivity and Quality parameters above required client SLA Assisting Team leads/Floor leads to identify & eradicate process gaps
- Ensure workflow for Reports process is maintained with required SLA
- Contacting agents for payment and settlements
- Checking and verifying policy and loan information as per process and policy documents
Education
T.Y.BCom - Ecommerce
ST. ANDREWS COLLEGE
Mumbai, MH03.2007
HSC - Commerce -
At Andrews Colledge
Mumbai, MH03.2005
Skills
- Customer service
- Communication skills
- Leadership
- Time Management
- Strategic Planning
- Employee Performance Evaluations
- Operations Management
- Employee relations and conflict resolution
- Recruiting and Interviewing
- Decision-Making
- Work flow planning
- Budgeting and Finance
Languages
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Marathi
Upper intermediate (B2)
Additional Information
- Traveled to USA to migrate a completely new working platform for the current process being carried in Altisource Received best Team for the month Oct’13 - Dec’13 and Jan’14 – June’14.
- Single handedly migrated new process for Mr. Cooper, PHH, Cenlar, Loss Draft, Wells Fargo and DTE.
- Traveled to Bangalore to migrate a completely new process being worked in Altisource.
- Best Team lead for Oct’13 - Dec’13, Jan’14 – June’14, March, May, June 15.
- Received best associate Jan’08 – March’08,Aug’08,Nov’08,Jan’09
- Assigned with a batch of 10 for developing the quality for each associates.
- Aligned with the improvement team in Assurant for identifying process loop holes promptly and taking improvement initiatives.
- Revamped Quality form by introducing grading system for effective analysis and parameter wise improvement.
Timeline
Sr. Manager, Operations
TSI - Transworld System, Inc
02.2023 - Current
Manager of Operations
TSI - Transworld Systems Incorporated
02.2020 - Current
Assistant Manager
TSI - Transworld Systemic Inc
06.2016 - 11.2020
Team Lead
TSI - Transworld Systemic Inc
01.2013 - 06.2016
Floor Lead
TSI - Transworld Systemic Inc
02.2011 - 01.2013
Associate
TSI - Transworld Systemic Inc
07.2007 - 02.2011
T.Y.BCom - Ecommerce
ST. ANDREWS COLLEGE
HSC - Commerce -
At Andrews Colledge