NANDINI KUMARI

• Orchestrated team of 15 mortgage professionals, surpassing quarterly loan origination target by 20% and delivering exceptional support to U.K. Mortgage advisers.
• Revamped training and coaching programs, leading to remarkable 120% surge in team productivity and exceptional 97% achievement of quality metrics.
• Enforced regulatory standards to ensure full compliance throughout end-to-end loan process; achieved 100% audit success rate within highly regulated industry.
• Spearheaded Lean Waste management, conducted root cause analysis (RCA) and optimized workflows to increase efficiency through SOPs, and SIPOC Analysis.

Initiative:

• Introduced holiday ROTA to reduce unscheduled leaves in team.
• Integrated workflows on slack with Google sheet to streamline process and communication.
• Two new processes introduced for offshore team- U.K Protections and U.K Mortgage Offer Review.

• Conducted comprehensive initial review of loan files, keyed client information into lender portal for DIP and FMA submission.
• Executed AML and KYC verification in adherence with company policies resulting in 40% increase in application processing efficiency and reduction in turnaround time by 2 days.
• Monitored mortgage completion and offer release status on 25+ lender portals which transformed timely processing and minimized delays.

Initiatives and Achievements-

• Promoted as Subject Matter Expert (SME) from February'22 and performed internal quality audits.
• Demonstrated leadership skills in managing projects from concept to completion.
• Top Performer for consecutive three months (Dec'21-Feb'22).

• Utilized proprietary tools and SOPs to analyze data and identify root causes of defects for Amazon Go technology, resulting in 20% reduction in product defects.
• Evaluated customer billing and shelf interactions in Go stores, utilizing data analysis to identify trends.

Initiatives and Achievements-

• Developed customer centered approach in operations that defined process by 30%.
• Co-ordinate training for new batches and provided floor support (SME) to respond to escalation queries.
• Efficacy champ and defect streak winner for answering 25000+ queries at no defects.

• Confer with customer over email to give information about products, and services and keep up record of customers interactions and voicemails.
• Administered clients billing account for unauthorized transactions and accounts locked.
• Developed and maintained quality assurance processes that revamped product quality and customer satisfaction.