Shashank Kaul
Quality Coach
New Delhi,Delhi
Summary
To work in an organization where I get the opportunity to use my skills and knowledge, also get opportunity to learn new skills and develop my self as a better person. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Quality Manager
Midland Credit Management Pvt. Ltd
06.2019 - Current
- Managed multiple teams - work allocation, priority and workday
- Determined performance goals for departmental employees and provided on methods for reaching milestone
- Creation of TOS report, Production report, inventory reports, SLA report, Process work flow Visio, creating multiple powerpoint for different stake holders, conducting team building sessions
- Regular ATA to ensure production quality, conducting monthly CIP session, Conducting weekly team meeting
- Calibration calls with QA and domestic teams
- Help the team to achieve 100% automation with high-quality test automation scripts
- Timely reporting and escalation of current project status with quality metrics, bug reports, and release readiness
- Collaborate with the training team to ensure that the training programs are aligned with the company's strategic goals.
- Provide feedback and insight from a Quality Assurance standpoint on new features in development
Resident Expert
Midland Credit Management Pvt. Ltd
06.2018 - 06.2019
- Worked on Machine learning project as both operator and admin end for the automation of payment posting team on Ephesoft software
- At admin end created document (check) samples to enter machine and minimize exceptions thrown by the machine until all the exceptions are gone and machine learned
- The positioning of the texts from documents
- UAT of the completed
- Once all documents are configured into the machine, entering actual documents for processing
- Once Processed entering actual documents from operator end and fetching results in excel and correcting them and saving them to RPA folder for processing
Process Expert
Midland Credit Management Pvt. Ltd
07.2017 - 06.2018
- Worked on dispute management department to manage consumer disputes and responding them basis their query
- Managing fraud cases and sending reply to consumer with adequate proofs
- Responsible for mentoring new joiners
- Provide training and on-boarding of new team members in the process
- Trace details of account holders in US who have defaulted on financial products such as Credit Cards, Charge Cards, Home Loans, Mortgages, and Commercial Loans
- Authorize Attorneys in US to initiate legal proceedings against the above-mentioned defaulters
- The role has required me to gain in-depth knowledge of regulatory requirements and the internal compliance policies and procedures to be followed across US
- Responsible for monitoring the payment pattern of account holders who had filed Bankruptcy
- Ensuring timely payment of fees and coordinating with US attorneys and trustees for execution of payment
- Was negotiating with US Attorneys on behalf of our clients
- Incurred out of Auto loans by US customer
- Liaison with US court of Law to know the status on the legal proceeding against the customer who had defaulted.
- Achievements and Projects:
- Worked on Machine learning project for 1 year to automate Paying posting process on Ephesoft on both operator and admin end
- Worked on finding process gaps and inventory cleanup projects
- Worked on automation project through bots for Skip Team
- Audit calls for the account level agents for the better compliance
Sprint Sr. Practitioner
Concentrix Pvt. Ltd
Gurugram
03.2016 - 07.2017
- Worked as Sprint chat support agent to answer customer queries over chat
- Manage customer service level and dispute management
- Training NHT and floor support
Team Leader
ATT Shine
New Delhi
07.2014 - 12.2015
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Generated reports detailing findings and recommendations.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Education
10th Grade -
Kendriya Vidyalaya
Jammu, J&K 03.2004 - 03.2005
High School Diploma -
Little Flower Hr Sec School
Jammu, J&K 03.2006 - 03.2007
BCA - Computer Applications
Jamie Hamdard University
New Delhi, India 04.2008 - 03.2011
MBA - Operations Management And Information Technology
Swami Vivekananda Subharti University
Merrut, UP 06.2019 - 12.2021
Skills
Windows XP, Windows 8, Windows 10undefined
Accomplishments
- Handled 1 and more than 1 teams at a time
- Creating and testing new processes
- Working in machine learning environments
- Finding process gaps and suggesting improvements
- Creating reports on Excel and creating presentations on PPT
- Done Managerial trainings in MCM academy such as PROSCI, Insights, inside out, Business communications, Crucial accountability, Time management etc.
Hobbies
Learning new computer languages
Playing Cricket, Football, Snooker
Listening to Music
Timeline
MBA - Operations Management And Information Technology
Swami Vivekananda Subharti University
06.2019 - 12.2021
Quality Manager
Midland Credit Management Pvt. Ltd
06.2019 - Current
Resident Expert
Midland Credit Management Pvt. Ltd
06.2018 - 06.2019
Process Expert
Midland Credit Management Pvt. Ltd
07.2017 - 06.2018
Sprint Sr. Practitioner
Concentrix Pvt. Ltd
03.2016 - 07.2017
Team Leader
ATT Shine
07.2014 - 12.2015
BCA - Computer Applications
Jamie Hamdard University
04.2008 - 03.2011
High School Diploma -
Little Flower Hr Sec School
03.2006 - 03.2007
10th Grade -
Kendriya Vidyalaya
03.2004 - 03.2005
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