Nigel Douyere
Bangalore
Summary
An established leader offering chronicled success of nearly 2+ years; targeting challenging roles in Operations Management, Complaint Management, Call Centre Operations, Process Management, Team Management across Mortgage domains and Splendid customer service experience.
Overview
11
11
years of professional experience
Work History
Customer Service Coordinator
SKR Shipping Logistics L.L.C
Dubai
03.2023 - 01.2024
- Provide comprehensive administrative support to the logistics and freight forwarding team
- Handle inquiries and resolve issues related to logistics and freight forwarding
- Collaborates and communicates with logistics technicians, customer service representatives, quality personnel, and others involved in the shipment and receipt of products about information related to the shipment
- Compiles carrier and route assignments.
Assistant Manager Operations
Avanze Technologies
Bangalore
11.2020 - 03.2023
- Calculated loan credit risk based on thorough reviews of application information against established criteria.
- Process all types of loan programs like FHA, VA, FHLMC, FNMA, Purchase, and Refinance (cash out and limited cash out).
- Analyze the customer’s 4Cs (Credit, Capacity, Capital, Collateral) and make the decision to move the loan to the next phase.
- Thoroughly scrutinize documents such as 1003, Credit report, Mortgage statements, Divorce decree, Insurance, Title commitment, Appraisal report, Pay stubs, W2, VOE, WVOE, Asset documents, Payoffs, Hazard insurance, Sales Contract, Tax Cert, Bank statements, Addendums, and tax returns with all schedules.
- Ensured that team members are in compliance with Conventional or Government loans by following Freddie Mac, Fannie Mae, FHA, and VA regulatory guidelines.
- Trained over 50 people for credit underwriting on Fannie Mae, Freddie Mac, FHA Guidelines
- Maintained all training material, updated material as needed, and create flow charts and process flows to decrease lead assistance by 60%
- Managed and supported on average 40 individuals while providing continuous feedback and training to those needing more assistance.
- Conduct team huddles and share feedback and updates regarding the loan process with the team.
- Review internal and external feedback and analyze the root cause of the errors received.
- Creating weekly business reviews and presenting to the client, managing team’s daily/hourly production & quality report.
- Managing daily disputes with client that the team has while transcribing loan documents in the client application.
- Prepare SOP for new clients. Track priority loans or files and assign them to the team.
- Train the team on daily onshore updates and feedback. Train the new batch on the process when required.
- Track the internal and external errors done by the auditor or underwriter and Meet daily targets with the best quality.
Senior Customer Coordinator
National Rent A Car-Al Tayer Group
Dubai
11.2012 - 07.2019
- Handle inbound and outbound tele sales
- Provide accurate product information to customers and answer their queries
- Interact with multinational/multilingual clients
- Correspond and follow up on regular basis with existing clients
- Support sales, marketing, and administrative teams
- Process daily invoices and bill renewed invoices to clients
- Prepare sales report and present the same to management
- Forecast and plan monthly sales targets
- Achieve weekly and monthly targets
- Assist all clients with the utmost professional service and respect.
Education
Diploma in Mechanical Engineering -
Jaya Polytechnic College
Channai04-2012
Skills
- Business analysis and improvement
- Project management
- Customer service
- Loan administration
- Appraisals and processing
- Team training and motivating
- Strategy and Planning
- Data Analysis and Data Dashboards
- Stakeholder Relationship Management
- Business Intelligence
- Well-versed in various process-related reports
- Good communication and workflow management
- Excellent logical and analytical skills
Accomplishments
- Spot Award Winner for September 2021 – recognized for ‘phenomenal improvement in performance within a short span of time.’
- Certificate of Achievement for Best Team Lead – recognized for ‘quickly scaling up team’s performance with above 200% completion rates through excellent leadership skills.’
Computer Skills
- MS Office (Word, Excel, PowerPoint)
- Windows
- MAC
- Basic knowledge of CAD designing automobile and production
Personal Information
- Age: 33 years
- Date of Birth: 10/22/89
- Nationality: Indian
- Marital Status: Married
Languages
English
First Language
Tamil
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1
Kannada
Intermediate (B1)
B1
References
References available upon request.
Timeline
Customer Service Coordinator
SKR Shipping Logistics L.L.C
03.2023 - 01.2024
Assistant Manager Operations
Avanze Technologies
11.2020 - 03.2023
Senior Customer Coordinator
National Rent A Car-Al Tayer Group
11.2012 - 07.2019
Diploma in Mechanical Engineering -
Jaya Polytechnic College
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