Sandipan Choudhury

(Insurance & Mortgage Operations)

• Strategic Process Oversight
  Directed end-to-end mortgage loan and insurance operations, ensuring regulatory compliance, accurate documentation, and timely closure across high-volume U.S. processes.
• Client Relationship & Account Management
  Acted as the key account manager for U.S.-based B2B clients including Proctor, Fifth Third Bank, Shellpoint, Freedom Mortgage, and RoundPoint; ensured consistent SLA achievement, service delivery excellence, and client satisfaction above 98%.
• Operational Leadership & Workforce Management
  Managed cross-functional teams of 20+ professionals; optimized resource allocation, streamlined shift planning with WFM, and ensured 100% service coverage with minimal idle time.
• Insurance Services Oversight
  Oversaw Lender-Placed Insurance, Loss Draft, Escrow, and Non-Escrow processing; ensured strict compliance with investor guidelines and U.S. mortgage servicing regulations.
• Performance Management & Staff Development
  Executed data-driven performance evaluations, instituted SMART goal frameworks, and led mentoring programs — resulting in a 40% boost in employee productivity and internal promotion readiness.
• Client Reporting & Executive Dashboards
  Delivered actionable business intelligence through weekly and monthly dashboards on claim activity, loan pipelines, quality trends, and volume analysis for client and leadership review.
• Quality & Compliance Control
  Enforced rigorous QA procedures and internal audits, aligning with U.S. insurance standards; reduced error rates by 30% and maintained audit-readiness across all process segments.
• Process Reengineering & Continuous Improvement
  Drove Lean Six Sigma initiatives to eliminate bottlenecks and enhance operational efficiency, reducing turnaround times by up to 20%.
• Employee Engagement & Retention Strategy
  Cultivated a high-performing, inclusive culture through structured engagement frameworks, reward programs, and regular feedback loops — resulting in a 35% increase in employee satisfaction and retention.
• Risk Management & Change Leadership
  Led change management during transitions and client migrations; mitigated operational risks through proactive scenario planning, SOP documentation, and cross-functional training.

• Resolved customer complaints promptly by providing appropriate solutions or escalations as required.
• Actively participated in discussions around organizational policies related to the use of technology within the company's business processes.
• Developed strategies for improving customer service levels within the organization.
• Established KPIs for measuring the performance of the CRM operations team and monitored progress against them regularly.
• Conducted regular meetings with team members to review performance and provide feedback.
• Implemented processes for monitoring customer feedback in order to improve services provided by the organization.
• Created reports on operational performance metrics and presented them in management meetings.
• Analyzed data collected from customers through surveys, questionnaires or other sources in order to identify trends or patterns that could be used for better decision making.
• Prepared new ideas, proposals and testing strategies to promote company productivity.
• Analyzed customer data to identify trends, behaviors, and opportunities for business growth.
• Managed customer feedback channels, ensuring timely responses and resolutions to enhance customer satisfaction.
• Planned strategies designed to attract customers and boost loyalty.
• Assisted teams with aligning marketing strategies and objectives based on data-driven insights.

• Analyzed customer feedback data to identify improvement areas in customer service processes.
• Developed detailed documentation for customer support operations, ensuring process clarity.
• Created reports on key performance indicators to track customer satisfaction levels.
• Provided guidance and assistance to junior team members to enhance team performance.

• Resolved network connectivity issues for customers through remote sessions and troubleshooting techniques.
• Provided technical support via phone, email, and remote access tools to enhance user experience.
• Trained team members in addressing complex technical issues requiring specialized knowledge.
• Conducted investigations into system errors using remote access tools to ensure prompt resolutions.

• Monitored customer feedback to identify service improvement opportunities.
• Maintained accurate records of customer interactions, transactions, and comments in database.
• Tracked customer complaints and ensured timely resolution through follow-up communication.
• Handled customer queries promptly and professionally to enhance satisfaction.
• Prepared detailed daily activity reports for management review.