RAKESH VASANT GAIKAR

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed as handling 2 Projects L1 and Mailing Activity.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance as also have to do quality check after the reports prepared before sending it to the clients in L1 as well as Mailing Activity.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
• Motivated team members to surpass their targets, recognizing and rewarding their achievements.
• Improved operational workflows, enabling team to handle increased workloads without compromising quality.

2011 - 2014 = Quality Ananlyst : Monitored compliance with US FDCPA laws & Regulations for onshore (US) agents calls

• Analyzed and improved quality processes for Citi Mortgage Inc. and Citi Retail Quality Process.
• 2015 - 2020 = Credit Dispute Verification Process : Handled Credit Dispute Verification Process in Credit Cards Citi Project(CDV).
• Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
• Recognized with 4 R&R certificates for best performance by clients and numerous internal quality & performance certificates.

2021 - 2024 = Mortgage Process : Served as a quality & performance team coach, ensuring adherence to performance standards

Received 3 R&R awards for top performance in my last working Mortgage process.

• Analyzed quality and performance data to support operational decision-making.

Maintained zero client escalations and warnings for performance or code of conduct violations throughout tenure.

• Managed Chase collections processes for Chase Bank U.S.A
• Achieved multiple R&R awards for top performance and quality