Peter Jude

• Our Mission is to help our Internal Teams Elevate Member experience. Evaluate global support consultants, gather data and evaluate trends or patterns affecting quality, preparation of QA reports. Drive continuous improvement culture through training and coaching. Drive Business Impact (value to
  customer), End to End projects and Productivity benefits to client
  Work with other functional teams globally to clarify policy, and roll-out changes.
  
  Develop and maintain training materials and documents in line with latest policies and information.
  Analyse new hire quality and productivity scores for ramp up period and provide coaching based on findings.
  
  Review and provide feedback on upcoming policy and system changes before implementation.
  
  Liaise with global training team on training methods, policy updates and materials being used.
• As a part for the Service Quality & Readiness team I design, implement and scale the global service quality program for our member facing Global Support, Customer Success and Tier 2 teams. This involves looking at how we can provide an effortless and value enhancing experience to any member who needs to reach out for additional support, to get them back on track and finding more opportunity on LinkedIn.
  
  In this role I have transformed the Service Quality Program for our Global Support partners through a series of ongoing work-streams designed to centralise the program adding efficiencies, consistency and greater insights to our stakeholders.
  
  The Work-streams include:
  - Development of Competency Based Evaluations for each Line of Business using common language.
  - Centralizing quality evaluations to a dedicated team of Service Quality & Readiness Evaluators.
  - Introducing Coaching to Competencies support for Global Support Managers.
  - Scoping and implementing a Quality Management System.
  - Scoping and implementing a Natural Language Processing model.
  - Change Management across all the work-streams above.

Evaluating Member experience Calls Emails and Chats Which are Inclined towards Safety concerns on the platform

• Working with cross functional teams for process improvements.
• Handling escalation chain related to Defamation, Derogatory comments- posts., commercial spams on the platform.
• Part of Product and partnership team involving in robust process and product improvements.
• Perform audit on cases and deliver coaching sessions to reps with product and process insights.
• Rallying the team towards achieving daily tasks and also maintaining SLA's in core work.
• Handling escalation from Internal Partners. High value members
• De-escalated volatile calls and minimized the need for management support.
• Addressing identity theft and advised recommended actions to take to clear their credit and protect against future fraud.
• Make-certain that all chargeback activities are handled in accordance to statutory requirements ,this includes Identifying errors that impacted queue

Proudly part of CEN (Customer Engagement Network) and GSN (Global Servicing Network), convert thought to action on a daily basis through email and telephone.
Detailed and personal attention to solving clients pain points. Demonstrating effective verbal and written communication skills as well as excellent inter personal skills to round off a win for the client.
Ensuring satisfaction by way of addressing major and crucial financial needs of clients.
Handling service recoveries and escalations to bestow faith in the brand, thereby strengthening points of trust for clients.
Caring for sensitive financial information of clients to better handle risk and thus ensure greater security for clients.
Detecting fraud and addressing the relevant departments to tackle danger.
Working extensively with a number of back end departments to make sure that the customer wins in the end.
Working with third party companies and multiple CRM tools from Oracle, Citrix, Mainframe and in-house American Express applications to extensively benefit clients.
Overcoming regular obstacles which pose a financial threat or inconvenience to clients.

Worked With the Global Servicing Training team to help new hires achieve the required targets and also provided supported new hire batches during the training phase. This Role Included performing call Audits to identify the area of strengths and opportunities and perform trend analysis to meet expected standards. Have worked with multiple training batches and have provided meaningful and effective feedback so that new hires can come up the learning curve

• Responded to customer inquiries and requests and resolved issues efficiently and professionally.
• Handled the mortgage accounts for the people who have house mortgage with Banks like JP Morgan Chase, Saxon, Bank of America, Morgan Stanley etc.
• Use to collect and process payments and document different payment information on a/c.
• Help defaulted customers with different options and suggestions to bring their account current and help them to keep their property or home.
• Help them to use their online account when there were unable to log in to it by resetting the online account for them so that they could use it.
• Explaining and Filing disputes for any transactions, Late charges, miscellaneous fees , property taxes and Insurance on a/c and make sure a satisfactory resolution is offered.
• Also help the customers whose properties are under Foreclosure, to get the account current and remove property from Foreclosure.
• Also assist customers with Govt. and private programs to help them provide more affordable monthly payments and also to reduce interest rate.
• Provide Property tax and Property or Hazard Insurance assistance.
• Generating Reinstatement quotes, Establishing Escrow a/c, setting up ACH on account.
• Helping with a/c modifications, Short payoff, Short sales, Deed in Lieu, Blind Modifications etc.
• Making sure that payments are applied towards a/c the correctly.
• Handling Customer surveys and specialized account.
• Raising different incorrect and invalid updates and issues on a/c and create work flow for concerned departments to rectify them and update account correctly.
• Providing one call resolution to customer on calls both inbound and outbound calls