Masarat Cardozo
Summary
Results-driven Senior Manager with expertise in mortgage processes. Focused on driving process improvements and enhancing customer satisfaction. Experienced in quality assurance and team leadership, consistently achieving production targets and fostering a high-performance culture. Utilizes analytical thinking to streamline operations and deliver impactful results.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Manager, Operations (Loan Resolution Processing Unit)
Onity Group
08.2025 - Current
- Consistently achieved 100% of production targets, processing 15 loans daily.
- Managed compliance timelines for Reg B, Reg X, and 30-day modifications.
- Monitored underwriting metrics, identifying error ratios and quality scores to drive improvements.
- Performed controls testing for loss mitigation applications, ensuring regulatory adherence.
- Created process maps with tech teams, facilitating design of automation solutions to streamline operations.
- Oversaw final approval authority for automation releases, ensuring thorough testing and deployment.
- Collaborated with technology team to implement FHA waterfall changes in processes.
- Led development of loss mitigation webpage, improving customer visibility on application status.
Senior Manager, Project Management
Ocwen Financial Solutions Private Limited
Mumbai
05.2023 - 08.2025
- Directed ERM cleanup process, reducing turnaround time and improving overall project efficiency.
- Oversaw one-call resolution project, resulting in improved customer experience and satisfaction scores.
- Improved Net Promoter Scores (NPS) through focused customer experience strategies.
- Managed core operations while leading strategic initiatives to align with organizational goals.
Manager, Escalation Relationship Management
Ocwen Financial Solutions Private Limited
Mumbai
04.2020 - 04.2023
- Monitored call volumes and managed real-time adherence to maintain abandonment rates within SLA targets.
- Ensured optimal staffing and performance to consistently achieve SLA metrics, including AHT, wrap time, hold time, CSAT, and ICW case closures.
- Maintained team call quality scores above 95% through continuous training and feedback.
- Trained frontline team members in Excel, improving their skill development and operational efficiency.
- Organized employee engagement activities to foster a positive team environment and enhance morale.
- Led 2022 OCR improvement initiative, increasing accuracy from 78% to 81% by reducing repeat calls through targeted training and process enhancements.
- Served as key power user during Ocwen-PHH transition, providing onsite support for migration from Real Servicing to MSP.
- Conducted various employee engagement activities to boost employee morale and have a healthy team environment.
Assistant Manager, Escalation Relationship Management
Ocwen Financial Solutions Private Limited
Mumbai
08.2014 - 04.2020
- Streamlined SII and assumption processes, enhancing service alignment and response quality for contact center requests.
- Consistently achieved SLA metrics, including AHT, wrap time, hold time, CSAT, and ICW case closures.
- Maintained team call quality scores above 95% throughout the evaluation period.
- Transitioned research callout process, improving control over CFPB complaints and executive escalations.
Team Leader, Customer Care Center
Ocwen Financial Solutions Private Limited
Mumbai
05.2007 - 07.2014
- Reduced average handling time by 15% while achieving customer satisfaction targets.
- Increased first call resolution by 15% and implemented process improvements to reduce turnaround time.
- Monitored team performance through data analysis and coaching, ensuring achievement of KPIs.
- Enhanced employee engagement by 25%, resulting in a 10% decrease in attrition.
- Cut new hire ramp-up time by 30% to accelerate productivity.
- Collaborated with underperforming team members to enhance skills, achieving 70% progression into mid and top performance quartiles.
Customer service executive, Customer Care Center
Ocwen Financial Solutions Private Limited
Mumbai
04.2005 - 04.2007
- Handled incoming calls to address customer service inquiries, facilitated timely debt payments, resolved billing and credit issues
Education
Bachelor of Arts - Arts
Mumbai University
Mumbai01-2019
Skills
- Mortgage process expertise
- Quality assurance
- Process improvement
- Big data automation
- Analytical thinking
- Team leadership
- Deadline management
- Pressure resilience
- Rapid learning
- Customer value creation
- Work ethic
- Communication skills
Certification
2025 - Six Sigma: Green Belt.
Accomplishments
Dec '2022 - Received Special Mention under Business Transformation for achieving the One Call Resolution target of 80% with a gain of 5%
Timeline
Senior Manager, Operations (Loan Resolution Processing Unit)
Onity Group
08.2025 - Current
Senior Manager, Project Management
Ocwen Financial Solutions Private Limited
05.2023 - 08.2025
Manager, Escalation Relationship Management
Ocwen Financial Solutions Private Limited
04.2020 - 04.2023
Assistant Manager, Escalation Relationship Management
Ocwen Financial Solutions Private Limited
08.2014 - 04.2020
Team Leader, Customer Care Center
Ocwen Financial Solutions Private Limited
05.2007 - 07.2014
Customer service executive, Customer Care Center
Ocwen Financial Solutions Private Limited
04.2005 - 04.2007
Bachelor of Arts - Arts
Mumbai University