Graden Murzello
Mortgagee.Finance, Customer Service
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.
Overview
17
17
years of professional experience
3
3
Languages
Work History
Sr. Manager, Operations
TSI - Transworld System, Inc
Mumbai, Maharashtra
06.2007 - Current
- Leading team of 300+ 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.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Developed strong communication and organizational skills through working on group projects.
Assistant Manager
TSI - Transworld Systems Inc
Mumbai, Maharashtra
Jun.2016 - Nov.2020
- Compliance
- Performance metrics
- Migrating New Platform
- Attention to Detail
- Planning & Organizing
- Prioritizing & Re-prioritizing
- Team Work
- Initiated Updates tracker to track updates received from clients
- 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.
- Paid attention to detail while completing assignments.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Team Lead
TSI
Mumbai, Maharashtra
06.2013 - 06.2016
- Following up with Insurance Company and Agencies for verifying additional information regarding insurance, accounts and payment status
- 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.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
Floor Lead
TSI
Mumbai, Maharashtra
02.2011 - 01.2013
- Following up with Insurance Company and Agencies for verifying additional information regarding insurance, accounts and payment status
- 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
- 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.
- Implemented cost-saving measures to reduce waste and optimize profitability.
- Fostered high-quality customer service across team by modeling standards and providing employees with direction and coaching.
Associate
TSI
Mumbai, Maharashtra
07.2007 - 02.2011
- Following up with Insurance Company and Agencies for verifying additional information regarding insurance, accounts and payment status
- 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
- 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.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Identified customer needs and wants to enhance customer experiences and boost sales.
Education
T.Y.BCom - Ecommerce
HSC - Commerce -
Skills
Customer serviceundefined
Roles And Responsibilities
Sr.Manager, 02/01/2023, Present, Strategic Planning., Leadership., Decision-Making., Resource Allocation., Risk Management., Collaboration., Performance Management., Change Management., Client and Stakeholder Relations., Innovation., Compliance., Communication., Problem-Solving., Professional Development., Reporting and Analysis., Migrating New Platform, People Management, Process Improvement, Client Relationship Management, Recruiting and training, BCP, Company costing and Cost Reduction, Assisted in managing daily operations and ensuring adherence to company standards., Collaborated with the management team to improve processes and increase departmental efficiency., Provided training and mentorship to team members, resulting in improved performance.
Best Contact Time
post 3:00 PM IST
Timeline
Assistant Manager - TSI - Transworld Systems Inc
Jun.2016 - Nov.2020
Team Lead - TSI
06.2013 - 06.2016
Floor Lead - TSI
02.2011 - 01.2013
Associate - TSI
07.2007 - 02.2011
Sr. Manager, Operations - TSI - Transworld System, Inc
06.2007 - Current
ST. ANDREWS COLLEGE - T.Y.BCom, Ecommerce
At Andrews Colledge - HSC - Commerce,
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