Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Accomplishments
Languages
Affiliations
Websites
Timeline
Generic
Sherin Dsouza

Sherin Dsouza

Mumbai

Summary

Quality Analyst with extensive experience at TSI, specializing in process auditing and training facilitation. Proven ability to enhance quality assurance measures and mentor teams, utilizing analytical skills and effective communication. Committed to driving continuous improvement and delivering exceptional client experiences.

Overview

20
20
years of professional experience

Work History

Quality Analyst

TSI merge with Altisource Business Solution Pvt.Ltd
Mumbai
05.2013 - Current
  • Currently working as a Quality Analyst in Transworld Systems Inc. for different clients, such as American Express, Chase, and Mortgage, etc.
  • Conducted calibration sessions for various clients and processes.
  • Audited calls, non-voice reports, and collaborated on process updates with team leads.
  • Facilitated QA sessions and training for new hires in operations and quality.
  • Served as Quality Coach for Assurant B2B outbound initiatives.
  • Supported multiple clients of Assurant in home insurance, including JP Morgan Chase Bank and Citi Bank.
  • Delivered training on new processes while engaging directly with clients and quality leads.
  • Participated in reviews of procedures, ensuring implementation in daily operations.
  • Managed Citi Mortgage processes, prepared monthly reports, and attended client calls with supervisors.

Sr. Recovery Specialist

Trackmail AR Services merge with Altisource Business solution Pvt Ltd
Vashi
10.2007 - 12.2012
  • Served as Sr Recovery Specialist for American Express first party collection.
  • Trained new team members on best practices for customer engagement and recovery techniques.
  • Resolved customer inquiries promptly, maintaining positive client relationships throughout recovery efforts.
  • Consulted team members to enhance processes and systems.
  • Mentored and trained new recruits to promote skill development.
  • Supported Supervisors while managing team operations during absences.
  • Reviewed procedures regularly, ensuring compliance with process changes.

Jr. Recruiter (Part Time)

Career Seekers Placement
Vashi
08.2006 - 09.2007
  • Conducted initial screenings of candidate profiles and scheduled interviews with companies.
  • Coordinated with HR executives from various companies to arrange interviews.
  • Facilitated communication between candidates and HR teams to streamline interview processes.

Trainee Crew Member

Mc Donald
Navi Mumbai
01.2006 - 06.2006
  • Established rapport with customers, increasing product up-sells and loyalty.
  • Prepared food items adhering to safety and hygiene standards.
  • Operated kitchen equipment efficiently to enhance food preparation processes.
  • Assisted customers with orders and addressed inquiries promptly.
  • Maintained cleanliness and organization in dining and kitchen areas.
  • Collaborated with team members to ensure smooth service operations.
  • Executed accurate cash handling procedures during transactions.
  • Resolved customer complaints professionally, enhancing service delivery.

Education

B.A -

Mumbai University
Mumbai
01.2013

Skills

  • Analytical thinking
  • Data analysis
  • Training facilitation
  • Process auditing and quality assurance
  • Compliance monitoring
  • Reporting and documentation
  • Effective communication
  • Problem solving
  • Time management
  • Team collaboration
  • Mentoring and coaching
  • Conflict resolution
  • Quality improvement strategies
  • Continuous improvement processes
  • Multitasking

Languages

  • English
  • Hindi
  • Konkani
  • Marathi

Personal Information

  • Passport Number: T0248166
  • Passport Date Of Issue: 11/26/18
  • Passport Expiry Date: 11/25/28
  • Date of Birth: 01/22/88
  • Nationality: Indian
  • Marital Status: Single

Accomplishments

Rewarded by best quality analyst

Rewarded as a high-performing recovery specialist at TrackMail

Rewarded as face of the month in McDonald's

Languages

English
First Language
Hindi
Beginner
A1
Marathi
Beginner
A1

Affiliations

  • An athlete
  • Good at preparing desserts

Timeline

Quality Analyst

TSI merge with Altisource Business Solution Pvt.Ltd
05.2013 - Current

Sr. Recovery Specialist

Trackmail AR Services merge with Altisource Business solution Pvt Ltd
10.2007 - 12.2012

Jr. Recruiter (Part Time)

Career Seekers Placement
08.2006 - 09.2007

Trainee Crew Member

Mc Donald
01.2006 - 06.2006

B.A -

Mumbai University
Sherin Dsouza