Keerthi Jain

Senior Team Leader, Operations.

Managed daily operations at US Bank

Managing a team size of 25 Senior Processing Specialists to ensure all the basic deliverables are met.

• Supervising and monitoring the efficiency of the process and ensuring that operations run smoothly.
• Providing guidance and support to ensure high performance.
• Ensuring compliance with company policies and regulations and reporting on performance metrics.
• Addressing any issues that arise during operations and finding effective solutions.
• Observing each employee's individual strength and initiated mentoring program to improve areas of weakness.

Team Leader, Operations.

• Develop, maintain, and report Key Performance Indicator (KPI)
• Demonstrated strong leadership skills by effectively managing the professional and personal development of direct reports.
• Implemented and sustained a performance improvement plan to drive business results.
• Responsible for day-to-day functioning work, including production floor management.

Transaction Processing Specialist.

Well-versed in dealing with FNMA Investor.

• Conducted comprehensive account evaluations for error-free processing.
• Provided assistance to the team in resolving exceptions
• Assisted with the training and development of new hires, ensuring a smooth onboarding process.
• Recognized with business appreciation for consistent accuracy in work.

Contact Center

• Worked effectively in handling both inbound and outbound calls for INM collections.
• Resolved customer complaints promptly and efficiently.
• Achieved recognition through numerous awards in Call Quality and as a top performer.
• Collaborated with the Singapore-based account opening team to provide support.
• Managed call, inbound, outbound and back office work for Marks and Spencer bank dispute team

Contact Center

• Proficient in conducting customer detail verification as part of the HDFC insurance process.
• Demonstrated strong expertise in providing customer service throughout the entire health tele sales process.
• Collaborated with Welcome calling process to schedule health insurance appointments.