Javed Nusrat Zaidi
Senior Associate
Mira Road,MH
Summary
Motivated and detail-oriented professional with a strong background in Workflow management, Insurance certificate making, Skilled in Quality analyst for 401(K) and 403(b) plans for distribution, and pre purchase reviewer for US mortgage bringing more than 15 years of experience in delivering results-driven solutions. Known for excellent problem-solving skills, adaptability, and a proactive approach to challenges. Passionate about continuous learning and contributing to team success through innovation and collaboration. And have an excellent workflow management skill even in absence of hierarchical upper management.
Experienced with managing and optimizing workflow processes to enhance operational efficiency. Utilizes project management tools and techniques to streamline procedures and improve productivity. Strong understanding of team dynamics and effective communication to achieve organizational goals.
Professional with solid grounding in workflow management, capable of optimizing processes and enhancing efficiency. Strong focus on team collaboration and achieving results, adaptable to changing needs and priorities. Skilled in project coordination, process improvement, and resource allocation, with strategic mindset and reliable performance. Highly regarded for effective communication, problem-solving, and leadership abilities.
Results-driven professional with robust background in workflow management, specializing in process optimization and operational improvements. Known for fostering strong team collaboration and delivering impactful results. Skilled in strategic planning and adaptability to changing business needs.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
1
1
Language
Work History
Customer Service L1, Associate –Workflow Manager/Queue Organizer
Integreon Managed Solutions (India) Private Limited
Mumbai
05.2022 - Current
- PROFILE: Customer Service L1, Senior Associate – Workflow Manager/Queue Organizer.
- Creating a task for delivery as per the requirements of a client from a renowned consulting firm to get it delivered for their daily business needs, meetings, or client presentations.
- Updating the case code, downloading critical files sent by the client from consultants, project manager and providing updates to the respective team.
- Pasting and sharing the email response received from the client into the workflow tool, and informing the estimators about the updated information and deadline to re-estimate the project.
- Make follow-up with the respective team lead or production processor for the responses that are yet to be received.
- Collating queries and sending them to the client for seeking resolution on pending and critical projects.
- Sending confirmation emails to clients, informing them about the estimated time and sharing the deadlines for the respective projects.
- Assigning jobs to the operators according to the queue and their knowledge, skill set, role, and tenure.
- End-to-end coordination between the client and production processor for the requested file.
- Delivering projects and ensuring the timeframe is met within TAT.
- Creating a shift handover report and ensuring that this is sent to the client in a timely manner for management.
- Handling OTC (on-time confirmation) and OTD (on-time delivery) reports, after which the client is informed once the respective actions are taken care of.
- Achieved higher employee satisfaction by creating a supportive work environment that fostered professional growth.
- Established clear expectations and goals for team members, fostering accountability, and enhancing performance outcomes.
- Reduced delays in project delivery by proactively identifying potential delays, and implementing solutions.
- Trained new employees on workflow management best practices, ensuring smooth integration into the team, and quick adaptability to their roles.
- Streamlined communication channels for smoother project management, and timely completion.
- Provided expert guidance on workflow optimization strategies during key decision-making processes at both the departmental and organizational levels.
- Implemented automation tools to minimize manual tasks, increasing overall productivity within the department.
- Enhanced collaboration among team members, with regular meetings and clear task delegation.
- Evaluated emerging technologies relevant to workflow management, making informed recommendations for implementation when appropriate.
- Drove innovation within the department by fostering an environment of continuous learning and exploration, empowering team members to contribute ideas for process improvements.
- Served as a liaison between department managers to facilitate seamless coordination during complex projects.
- Improved workflow efficiency by analyzing and optimizing processes within the department.
Senior Associate, Escrow Assistant – Global Pre-Closing –Title & Settlement
Verity Global Solutions Private Limited
Mumbai
09.2021 - 04.2022
- PROFILE: Senior Associate, Escrow Assistant – Global Pre-Closing – Title & Settlement.
- Collect property data, e.g., title commitments, payoff statements, tax status, homeowners' association status letter, water, and sewer status.
- Proofread recording documents for typographical errors, signatures, notary, and/or recognized omission of data.
- Sending the entire mortgage file, including documents like the BIS (Buyer Information Sheet), SIS (Seller's Information Sheet), CD (Closing Disclosure), and PSA (Purchase Sale Agreement), to the buyer/seller and/or the buyer's agent/listing agent through Dotloop (a web-based application to send documents for real estate transactions) to acknowledge and sign; and agents will update their commission and wire details to transfer their commission.
- Ensured that all details updated in the documents are correct and in accordance with the agreement.
- Cross-check the details with Resware before sending them to the buyer, seller, and/or buyer's agent, listing agent.
- Upload the above relevant files and documents into Resware with the proper naming convention and aligned path under the respective folder.
- Quality check for other processors' files/documents as well for any errors or typos in SSN, address, and name of the buyer, seller, or agent once they are sent to recipients.
- Follow up with the escrow officer or client/agent if documents are not received in the TAT.
- Maintain communication with other departments and the escrow officer via email or Microsoft Teams for the completion of the file.
- Continuous monitoring and assigning emails to the concerned person by color code, or sliding them into the respective box or folder.
- Collating the data of the entire team and sending it to the team leader of all other processors' production and pending tasks.
- Trained and supported new team members, maintaining a culture of collaboration.
- Collaborated with cross-functional teams to drive the successful completion of complex projects within deadlines.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
Senior Associate, Global Certificates Center - Insurance
Willis Towers Watson Global Delivery and Solutions India Private Limited
Mumbai
11.2014 - 04.2021
- PROFILE: Senior Associate, Global Certificates Center - Insurance.
- Scrutinizing insurance certificate requests received from the client, client manager, or third party through email, Internet, fax, or phone.
- Processing for insurance requirements as instructed by the client requirement and per policy terms.
- If the request does not meet the requisite criteria, then raise a discrepancy memo for client intimation and rectification of the Insurance Certificate request.
- Processing of insurance certificates for the U.S. Based clients and other worldwide clients of Willis.
- Issuance of certificates for General Liability, Automobile, Property, and Workers' Compensation coverage.
- Issuance of Motor ID cards for the U.S.A.
- Handling the renewal process and new account transition.
- Providing on-floor training to new joiners.
- Handling client queries.
- Auditing revision requests and tracking the errors.
- Resolving clients' and client managers' grievances through email.
- Preparing a root cause analysis of the errors leading to escalation.
- Handling various insurance certification-related projects in the Nashville and Mumbai offices.
- Coordinate with the onshore office's various departments through e-mail and instant messaging to ensure the fulfillment of client requests.
- Ensuring the issuance of insurance certificates pertaining to property and liability within the specified TAT.
- Maintaining a high level of productivity and quality, and meeting the targets as per company KPIs (key performance indicators) under the Turnaround Time (TAT).
- Mentored junior associates, fostering professional growth, and helping them reach their full potential.
- Consistently maintained strong relationships with clients, ensuring clear communication, and timely updates on project progress.
Senior Associate, Quality Analyst Pre Purchase Reviewer for US CitiMortgage
Tata Consultancy Services
Mumbai
01.2011 - 10.2014
- PROFILE: Senior Associate, Quality Analyst, Pre-Purchase Reviewer for US CitiMortgage.
- Through checking the entire file of origination of the mortgage for any loopholes or fraud.
- Scrutiny of the following documents in the mortgage file: Note, credit report, 1004 application, bank statement, flood certificate, insurance policy, master insurance policy, tax report, tax return, title, deed of trust, escrow details (ID or waiver), large deposits verification, Truth in Lending, Right to Cancel, appraisal, sales contract, DU or LP, HUD, and UCDP reports verification.
- Quality analyst for 401(k) and 403(b) plans.
- Resolution to clients on their queries in a timely manner.
- Handling the escalation of queries via email or telephone for faster, often quick resolution.
- Preparing completed and outstanding work reports at the end of the day.
- Monitoring workflow at regular intervals.
- Compiling data in MS Office documents and various trackers in Excel.
- Maintaining a high level of productivity and meeting the targets as per client requirements under the Turnaround Time (TAT).
- Trained and supported new team members, maintaining culture of collaboration.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
Associate, Quality Analyst for Cheltenham & Gloucester Bank
First Source Pvt Ltd
Mumbai
05.2010 - 01.2011
- PROFILE: Associate, Quality Analyst for Cheltenham & Gloucester Bank.
- We were hired for the pilot process, but during training, that process did not turn up as it was acquired by another competitor company.
- Supported continuous improvement initiatives, contributing to overall organizational success.
- Maintained detailed records of testing results, facilitating easy access to data for future reference and analysis.
- Provided constructive feedback during design reviews, contributing to more efficient product development cycles.
- Ensured compliance with industry standards by regularly reviewing and updating quality control procedures.
Customer Support CSA, Collection Officer for ICICI Bank
Sparsh Pvt Ltd
Mumbai
07.2009 - 04.2010
- PROFILE: Customer Support CSA, Collection Officer for ICICI Bank.
- Collect payment on overdue EMI of ICICI Bank home loan by informing customers of their debt and using various options for repayment.
- Coordinate with field executives and customers to get the payment collected.
- Connected with customers by listening to their concerns and answering their questions.
- Resolved escalated customer complaints professionally and efficiently, restoring client confidence in the brand.
- Built strong relationships with customers by consistently delivering outstanding service and follow-up support.
- Provided exceptional service to customers by actively listening to their needs, and offering personalized solutions.
Education
Masters of Commerce - Business Administration And Management
Mumbai University
Mumbai, India 04.2001 -
PGDBM - Business Management Studies
Garware Institute of Career Education And Development
Mumbai, India 04.2001 -
MS-CIT - Computer Course
Keerti Computer Institute
Mumbai, India04-2009
B. Com -
Rizvi College
Mumbai, India01-2009
High School Diploma -
Rizvi College
Mumbai01-2006
S.S.C -
Purushottam High School
Mumbai01-2004
Skills
Workflow Management/Analysis/Coordinator
Can work on spreadsheets as well with VLOOKUP; HLOOKUP; concatenate; Pivots etc
Ability to work under pressure
Strong leadership skills and ability to compete and exceed targets on or before time
Effective scheduling skills
Customer service, Multitasking Abilities, Excellent communication, Customer relationship management
Timeline
Customer Service L1, Associate –Workflow Manager/Queue Organizer
Integreon Managed Solutions (India) Private Limited
05.2022 - Current
Senior Associate, Escrow Assistant – Global Pre-Closing –Title & Settlement
Verity Global Solutions Private Limited
09.2021 - 04.2022
Senior Associate, Global Certificates Center - Insurance
Willis Towers Watson Global Delivery and Solutions India Private Limited
11.2014 - 04.2021
Senior Associate, Quality Analyst Pre Purchase Reviewer for US CitiMortgage
Tata Consultancy Services
01.2011 - 10.2014
Associate, Quality Analyst for Cheltenham & Gloucester Bank
First Source Pvt Ltd
05.2010 - 01.2011
Customer Support CSA, Collection Officer for ICICI Bank
Sparsh Pvt Ltd
07.2009 - 04.2010
Masters of Commerce - Business Administration And Management
Mumbai University
04.2001 -
PGDBM - Business Management Studies
Garware Institute of Career Education And Development
04.2001 -
MS-CIT - Computer Course
Keerti Computer Institute
B. Com -
Rizvi College
High School Diploma -
Rizvi College
S.S.C -
Purushottam High School
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Personal Profile
- Name: Javed Nusrat Zaidi
- Date of Birth: 8th May 1988
- Contact no: 09769435711
- Email ID: Zaidijaved.92@gmail.com and Zaidijaved_123@ymail.com
- Marital Status: Married
- Gender: Male
- Passport number: C9805595