Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Kalavati Kolar

Business Process Lead
Mumbai

Summary

Certified Professional Scrum Master with definitive leadership qualities and strong critical thinking and decision making skills. Team-Oriented individual promoting exemplary presentation, project management and risk-oversight skills. Well-Versed in building positive relationships with customers and other stakeholders. Excellent communication and problem-solving skills.

Overview

15
15
years of professional experience
4
4
Certifications
3
3
Languages

Work History

Business Process Lead

Tata Consultancy Services,Citibank
Mumbai
10.2020 - Current
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Maintained strong working knowledge of ERP, CRM and business intelligence tools and operational features.
  • Analyzed and assessed functional and organizational activities.
  • Assessed business processes and identified ways to boost improvement.
  • Analyzed team performance and identified opportunities for additional training.

Senior Business Process Associate

Tata Consultancy Services, Coles Citigroup
Mumbai, MH
10.2019 - 09.2020
  • **Worked on coles portfolio to achieve target and collaborate with client to transition process from Sydney to India**
  • Work on Coles M5-M6 accounts to mitigate loss of Coles (Citigroup)
  • Recognizing, registering and resolving client complaints-implementing solutions and preventing mechanism and escalating issues where necessary
  • Showcasing better project outcome as compared to offshore
  • Coordinating with team and clients to ensure smooth transition of project
  • Maintaining Trackers and regular Follow Up’s with clients and team.
  • Demonstrated respect, friendliness and willingness to help wherever needed

Senior Business Process Associate

Tata Consultancy Services, Citi Bank
Mumbai
06.2017 - 09.2019
  • Understanding account information and redressing customer grievances
  • In depth knowledge about Citi cards and Portfolio
  • Ensuring that daily SLA's are met to client satisfaction
  • Identified issues, analyzed information and provided solutions to problems.
  • Resolved problems, improved operations and provided exceptional service.

Business Process Associate

Tata Consultancy Services, Citibank
Mumbai
08.2013 - 05.2017
  • Making outbound calls to customer and providing excellent service to Citi bank's customers.
  • Performed quality assurance checks to help company create products and services that met needs, expectations and requirements of customers.
  • Assessed business processes and identified ways to boost improvement.
  • Analyzed and assessed functional and organizational activities.
  • Performed quality assurance checks to help company create products and services that met needs, expectations and requirements of customers
  • Gathered, organized and input information into digital database.

Senior Customer relationship associate

NCO PVT ltd
07.2012 - 07.2013
  • Collaboration on debt collection efforts with Accounts and legal department
  • Developing debt collections strategies and plans
  • Searching publicly available databases to track down defaulters, including credit bureau information and background checks
  • Sending statements of delinquencies and satisfied debts to credit bureau, as well as purging records where debts have been satisfied
  • Initiating legal and repossession proceedings if debt recovery fails
  • Coaching new team members and ensuring meeting given target

Senior Customer Relationship Associate

ZENTA PVT Ltd
01.2011 - 07.2012
  • Adhering to the FDCPA throughout the debt collections process
  • Contacting debtors by telephone to enact and negotiate debt recovery
  • Preventing repeated payment delinquency by negotiating manageable debt payments
  • Negotiating settlements to receive payment on a certain percentage of the debt
  • Attendance and time maintenance of associates
  • Assisting team leader in developing on debt recovery strategies
  • Planning and executing task as per the current day situation

Process Trainer

WNS Global Services
02.2009 - 01.2011
  • Imparting coaching with hands-on experience to associate while they were in nesting to ensure their delivery to operations
  • Tracking and reporting the performance of all associates in the batch and identifying associates requiring extra coaching
  • One on one sessions with associates with a less learning curve
  • Monitoring calls for trainees and providing feedback to enhance their performance
  • Preparing training module and conducting call listening sessions to drive performance
  • Preparing and sending reports to the management on batch’s progress on daily basis
  • Ensuring smooth transition of associates from training to operations
  • Prepared training guide for the process to be used by the training team
  • Developed call flow module to be followed by associates across the process

Customer Service Representative

WNS Global Services
10.2007 - 02.2009
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Processed customer adjustments to maintain financial accounts.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Education

B-Com - Languages

Mumbai University
Mumbai
03.2022 - 04.2011

Skills

MS Office Windows

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Accomplishments


  • Certified Professional Scrum Master
  • Completed trainings on coursera-Ux design process
  • Internal Certified Business Analyst by TCS
  • Internal Certified Product Specialist by TCS
  • Systems/Application worked on:-
  • Host, A-Cacs, Eclipse, CRM
  • Ex-Calibur, Avaya One X, Webtop, SSLP.
  • Jile , Adobe

Certification

Certified Professional Scrum Master, Scrum.Org

Timeline

Certified Professional Scrum Master, Scrum.Org

08-2022

B-Com - Languages

Mumbai University
03.2022 - 04.2011

Business Process Lead

Tata Consultancy Services,Citibank
10.2020 - Current

Senior Business Process Associate

Tata Consultancy Services, Coles Citigroup
10.2019 - 09.2020

Senior Business Process Associate

Tata Consultancy Services, Citi Bank
06.2017 - 09.2019

Business Process Associate

Tata Consultancy Services, Citibank
08.2013 - 05.2017

Senior Customer relationship associate

NCO PVT ltd
07.2012 - 07.2013

Senior Customer Relationship Associate

ZENTA PVT Ltd
01.2011 - 07.2012

Process Trainer

WNS Global Services
02.2009 - 01.2011

Customer Service Representative

WNS Global Services
10.2007 - 02.2009

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Kalavati KolarBusiness Process Lead