Mohan K Kumar
Bengaluru
Summary
KR. Mohan Kumar is an ambitious Senior Specialist with a strong passion for delivering exceptional customer experiences. With expertise in customer relationship-building and cross-functional collaboration, he has a proven ability to drive customer retention, expansion, and effectively handle tax and insurance related queries. Adept at understanding customer needs and developing tailored solutions, Mohan ensures seamless onboarding experiences. Committed to fostering long-term customer relationships and driving business growth, he excels in establishing and managing customer service with a key focus on ensuring optimal utilization of resources.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
Work History
Sr. Specialist
Ocwen
Bengaluru
02.2012 - 01.2025
- Maintained high productivity and top performance metrics in Customer service centre and Achieved 95% customer retention rate through proactive account management
- Performed periodic audits to ensure performance standards are met
- Aimed and achieved high call quality & NPS/Stella results (Over and above the set target)
- Worked closely with customers to understand their needs, providing tailored solutions and ensuring a 95% customer satisfaction rate
- Prioritized, worked independently, met deadlines and motivated peers for the best results to manage the FCS, wrap, hold and AHT
- Collaborated with cross-functional teams to resolve customer issues, improving customer satisfaction ratings by 30%
- Focussed on getting delinquent loans to get current on most of the calls and enhanced departmental cure rate results
- Managed a team of 14 team members to ensure departmental goals and standards are achieved in Skip tracing and research projects
- Effectively rendered prompt, accurate and professional responses to customer inquiries/grievances at escalation desk
- Partnered with Training, Dialer and Work Force Management to stabilize the team's KPI to achieve the assigned target and SLA
- Reporting Tool - Reverse Quest
- Technical Skills - MS Office, Reverse Servicing, Ariba and Citrix
- Key Skills - Quality Improvement, Customer Experience, Business Process Improvement, Automation
- Achievements: - Won Star Performer award for the year - 2023
- Won Quality performer for the year - 2024 and various multiple awards for qualitative and quantitative production
- Received multiple accolades from US clients for one call resolution
- Introduced Escalation tracker to centrally track and effectively provide RCA
- Introduced, trained and led the pilot batch for skip tracing department to track and research the defaulted costumers to get their loans into current
Education
BCA -
Visveswarapura College of Science
Bangalore 01.2005 - 01.2008
RVV PU College -
RVV PU College
Bangalore 01.2003 - 01.2005
Carmel School -
Carmel School
Bangalore 01.2002 - 01.2003
Skills
- Microsoft Office proficiency
- Reverse servicing expertise
- Ariba platform expertise
- Citrix environment management
Personal Information
Date of Birth: 03/31/88
Disclaimer
I hereby declare that the information provided here is true to my best of my knowledge.
Linguistic Abilities
- English
- Hindi
- Kannada
- Telugu
Timeline
Sr. Specialist
Ocwen
02.2012 - 01.2025
BCA -
Visveswarapura College of Science
01.2005 - 01.2008
RVV PU College -
RVV PU College
01.2003 - 01.2005
Carmel School -
Carmel School
01.2002 - 01.2003
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