Shyam Mohan Gogoi

• Leads team of 15 FTEs for All Western Mortgage in wire desk, SDR-QC, shipping, trailing docs, and post-close processes
• Conducts pre- and post-shift hurdles via Microsoft Teams
• Compiles monthly scorecards, manages quality control, sets goals and conducts appraisals, assembles/updates SOPs and training manuals, and handles client escalations
• Interviewed 30 candidates in the last 6 months, and hired 2 FTEs for the processes the candidate manages and another 10 FTEs for other processes by matching suitability (relevant expertise, stability, and behavior) with requirements
• Publishes MIS on utilization, shrinkage, productivity, training, and lean initiatives
• Uses Articulate Storyline 360, an eLearning platform, to build self-learning courses on the post-closing processes
• Processes post-closed loans for All Western Mortgage from origination to closing: tracks trailing documents and retrieves them; assembles the post-closing loan package (shipment/tracking FedEx #); carries out post-closing data integrity audits; and registers purchased loans with MERS Online
• Ensures all FNMA, FHLMC and investor guidelines and conditions are met for loan salability; also challenges these conditions, when they’re inapplicable, to secure waive-offs and expedite funding
• Reviews post-closing documents such as closing disclosure, original recorded mortgage, deed of trust, copy of final title, appraisal report, mortgage insurance and loan guarantee certificates, etc
• Carries out underwriting audit of mortgage post-closing to determine if a loan is suitable for the lender and borrower
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• 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.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
• Coordinated resources effectively to meet project deadlines and achieve desired results.
• Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
• Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
• Assisted in recruitment to build team of top performers.
• Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
• Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
• Negotiated with suppliers to secure cost-effective resources, positively impacting project budgets.
• Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
• Led by example, demonstrating commitment and professionalism that inspired team members to excel.
• Built and maintained strong client relationships, leading to repeat business and referrals.
• Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
• Coordinated cross-departmental meetings to streamline project execution, fostering collaborative work environment.
• Streamlined internal processes, reducing project completion times and increasing overall efficiency.
• Organized professional development workshops, contributing to ongoing growth and expertise of team.
• Conducted thorough market research to guide strategic decisions and maintain competitive advantage.
• Improved operational workflows, enabling team to handle increased workloads without compromising quality.
• Developed and executed training programs that significantly improved team skills and morale.
• Enhanced communication strategies, ensuring clear and timely information exchange within team and with clients.
• Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
• Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
• Optimized resource allocation, ensuring projects were delivered within budget and scope.
• Achieved project milestones ahead of deadlines, coordinating effectively with stakeholders and managing resources efficiently.
• Oversaw quality control measures, maintaining high standards for all project outputs.
• Motivated team members to surpass their targets, recognizing and rewarding their achievements.
• Implemented comprehensive reporting system to track team performance and identify areas for improvement.
• Developed risk management plans, minimizing potential project disruptions and ensuring timely delivery.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Conducted regular reviews of operations and identified areas for improvement.
• Maintained database systems to track and analyze operational data.
• Educated staff on organizational mission and goals to help employees achieve success.
• Evaluated customer needs and feedback to drive product and service improvements.
• Generated reports detailing findings and recommendations.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Developed effective improvement plans in alignment with goals and specifications.
• Collected, arranged, and input information into database system.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Created and managed project plans, timelines and budgets.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Gathered, organized and input information into digital database.
• Devised and implemented processes and procedures to streamline operations.
• Frequently inspected production area to verify proper equipment operation.
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
• Supported creation of detailed, technical financial models to value potential acquisition targets.
• Observed packing operations to verify conformance to specifications.

• Recruited & managed a team of 22 FTEs in a pilot process for PHH Mortgage Corporation (Sept 2020 to Dec 2020)
• Provided training to new hires via Microsoft Teams to process loans from origination to final approval
• Handled work allocation, quality control/assurance, leaves, MIS, interfaced with onshore teams and local support functions (Quality & IT)
• Improved quality from 80% to 90%
• Initiated, managed and ramped up a homeowner’s insurance (HOI) process to 10 FTEs in a pilot project for NewRez Financial LLC (Jan 2020 to Aug 2020)
• Hired and managed a team of 10 FTEs in an HOI process for Freedom Mortgage Corporation (Jun 2019 to Jan 2020)
• As a business trainer of a pilot process for loan coordinators, collated and circulated best practice, documented business processes, and groomed and coached new FTEs
• Pre-underwriting and processing of loans applications from origination to final approval and closing for FHA, VA and conventional loans for Freedom Mortgage Corporation
• Tracked the loan lifecycle with follow-ups and escalation for on-time loan approval
• Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
• Mentored junior analysts, fostering professional development while enhancing overall team performance.
• Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
• Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
• Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
• Improved company efficiency with the development of key performance indicators and tracking metrics.
• Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
• Analyzed data to identify root causes of problems and recommend corrective actions.
• Developed customized reports, summarizing and presenting data in visually appealing format.
• Generated ad-hoc reports to evaluate specific business requirements.
• Identified patterns and trends in large data sets and provided actionable insights.
• Collaborated with stakeholders to identify business needs and data sources.
• Developed complex dashboard and reporting tools to track business performance metrics.
• Generated standard and custom reports to provide insights into business performance.
• Developed and implemented data governance policies and procedures.
• Utilized data visualization techniques to present and explain complex data sets.
• Assisted with creating data cubes and OLAP models to improve data analysis.
• Created dashboards to monitor and track key performance indicators.
• Updated and developed scripts and queries to extract and analyze data from multiple sources.
• Created data models to support decision-making processes.
• Deployed predictive analytics models to forecast future trends.
• Designed and developed data pipelines to acquire, clean and process data.
• Developed data mining algorithms to identify and classify patterns in data.
• Implemented business intelligence solutions to increase operational efficiency.
• Developed and maintained data warehouses and data marts to support business operations.
• Optimized data access and storage to improve performance of analytics systems.

Provided REO asset management by selling and managing US residential foreclosed properties in semi-voice mortgage process

• Handled price negotiations to reduce sale price during credit review process and created budgets for above $250K asset value
• On average, sold property worth $2.5 million in month
• Listed properties on the Hubzu online portal, post review of CMA and appraisal; reviewed and processed loans while signing the Purchase & Sale Agreement (PSA); maintained MIS reports
• Streamlined property listing presentations for increased efficiency and clarity.
• Expanded clientele base through strategic networking events and targeted outreach efforts.
• Assisted sellers in preparing their homes for sale through staging recommendations and targeted improvements to increase curb appeal.
• Facilitated seamless transaction processes by coordinating with various stakeholders such as mortgage lenders, home inspectors, and escrow officers.
• Educated first-time homebuyers on intricacies of purchasing house, empowering them to make informed decisions throughout the process.
• Enhanced client satisfaction by providing exceptional customer service throughout the home-buying process.
• Leveraged deep understanding of local neighborhoods to match buyers with homes that met their unique needs and preferences.
• Continually pursued professional development opportunities to stay current on industry trends and advancements in real estate sales techniques.
• Developed customized property search criteria for buyers based on their specific needs and preferences, resulting in more efficient home searches.
• Built strong relationships with fellow agents and industry professionals, fostering a collaborative work environment geared towards success.
• Provided clients with expert guidance in navigating complex financial aspects of home buying such as securing mortgages or understanding closing costs.
• Negotiated favorable contract terms on behalf of clients, ensuring their best interests were represented.
• Conducted thorough market analyses to accurately price properties for sale, maximizing seller profits.
• Maintained current knowledge of local real estate trends, regulations, and market conditions to better serve clients'' needs.
• Maximized online property visibility by utilizing digital marketing tools including social media platforms, email campaigns, and virtual tours.
• Successfully managed multiple transactions simultaneously while maintaining close attention to detail and excellent communication skills.
• Collaborated with team members to develop innovative sales techniques and drive overall performance improvement.
• Contributed to a positive, team-oriented work environment by sharing knowledge, insights, and best practices with fellow sales consultants.
• Organized open houses to showcase available homes to potential buyers while also expanding professional network opportunities.
• Increased residential sales by developing and implementing effective marketing strategies.
• Developed new business and managed new and existing clients.
• Educated clients looking to sell or buy on current market conditions, legal requirements, pricing, and mortgages.
• Developed and implemented marketing strategies to maximize sales and attract new clients.
• Studied property listings, interviewed prospective clients, accompanied clients to properties and discussed condition of sales.
• Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.
• Negotiated contracts with buyers and sellers to maximize customer savings.
• Generated leads for sales and rental properties through cold calls and referrals.
• Coordinated appointments to show tenants and buyers prospective homes.
• Managed scheduled meetings to maintain satisfaction of both buyers and sellers and facilitate smooth purchases.
• Prepared and presented contracts and other legal documents to clients.
• Reviewed and executed confidential documents, contracts and disclosures.
• Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
• Collaborated with stakeholders to complete property sales and purchases.
• Leveraged market knowledge and analysis to provide guidance and advice on best options for clients.
• Reviewed property listings, interviewed potential clients, accompanied clients to properties and effectively communicated condition of sales.
• Performed home evaluations and developed competitive market analysis for individual homes.
• Conducted weekly open houses and provided feedback to sellers on potential buyers.
• Followed-up escrow process, coordinated contingency removal of property inspection and maintained timely closing of escrow.
• Collaborated with mortgage companies to accurately determine loan and mortgage options for clients.
• Appraised commercial properties, maintaining accuracy and employing knowledge of area markets for accuracy.

• Customer service management (email/voice support for web-based interface with customers/staff of TCS’ client Gartner, (global vendor of IT market research); processed issues around client services
• Developed, maintained and supported technical infrastructure, hardware and system software components.
• Optimized network infrastructure, implementing changes that led to increased stability and reduced connectivity issues.
• Installed, configured, tested and maintained operating systems, application software, and system management tools.
• Achieved faster response times by monitoring system performance and swiftly addressing bottlenecks or other concerns as they arose.
• Contributed to development of departmental policies and procedures, ensuring consistency in system management practices across organization.
• Provided exceptional end-user support, resolving technical issues quickly and effectively to minimize downtime.
• Performed installation, maintenance and support of system software and hardware.
• Enabled rapid deployment of updates through creation of effective change management process that prioritized user needs while maintaining stable environment.
• Developed custom scripts for system maintenance tasks, improving efficiency and reducing manual intervention requirements.
• Reduced hardware costs with careful analysis of equipment needs, identifying opportunities for consolidation or virtualization where appropriate.
• Designed and implemented solutions for server, storage and data technologies.
• Strengthened team collaboration by sharing knowledge through technical documentation and group training sessions.
• Conducted thorough testing on new software releases, identifying potential issues before deployment to production environments.
• Streamlined operations for increased productivity by automating manual tasks and simplifying workflows.
• Enhanced security measures with regular system audits and updates to prevent unauthorized access and data breaches.
• Maintained up-to-date knowledge of industry trends, incorporating new technologies into existing systems to improve overall functionality.
• Ensured business continuity with implementation of comprehensive disaster recovery plans and routine backup procedures.
• Proactively addressed potential system issues by conducting regular reviews of log files and taking corrective action when necessary.
• Identified opportunities for cost savings by analyzing system usage patterns and recommending resource allocation adjustments.
• Improved system performance by implementing efficient software solutions and optimizing existing processes.
• Facilitated smooth migrations between platforms by developing comprehensive migration plans that minimized disruption to users during transitions.
• Assisted in vendor selection processes by evaluating proposals against functional requirements and providing recommendations based on technical expertise.
• Collaborated with cross-functional teams, ensuring smooth project execution and timely delivery of high-quality deliverables.
• Stayed abreast of emerging trends in information technology.
• Supported achievement of project milestones by ensuring timely completion of assigned tasks and communicating progress to relevant stakeholders.
• Completed software updates and assessed security patches for optimized computer use.
• Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
• Optimized networked software and operating systems by applying updates and patches.
• Conducted end-user reviews for modified and new systems.
• Implemented networking and server changes to meet client budgets and needs.
• Verified compliance with applicable performance metrics and compatibility expectations.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
• Managed and monitored installed systems for highest level of availability.
• Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
• Participated in system development life cycle from requirements analysis through system implementation.
• Wrote and maintained custom scripts to increase system efficiency and performance time.
• Managed use of various types of databases and configured, installed and upgraded new ones.
• Oversaw development and maintenance of organization computer systems and intranet.
• Resolved issues related to operational components for LAN, WAN and voice systems.
• Defined enterprise processes and best practices and tailored enterprise processes for applications.
• Designed and implemented system security and data assurance.
• Contributed to the development of departmental policies and procedures, ensuring consistency in system management practices across the organization.
• Ensured business continuity with the implementation of comprehensive disaster recovery plans and routine backup procedures.
• Supported the achievement of project milestones by ensuring timely completion of assigned tasks and communicating progress to relevant stakeholders.
• Enabled rapid deployment of updates through the creation of an effective change management process that prioritized user needs while maintaining a stable environment.

• Managed quality control for customer support by building guidelines on workflow, reporting on trainee performance and performing root cause analysis of persistent issues
• Acted as SME-cum-supervisor on live-call complaints to troubleshoot and provide feedback that would minimize occurrence of ‘soup’ calls
• Trained customer support agents in classrooms and workshops on new service lines and sales techniques
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Managed high volume of inbound calls while maintaining professional demeanor and ensuring timely resolution of issues.
• Described product and service details to customers to provide information on benefits and advantages.
• Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
• Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
• Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
• Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
• Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
• Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and organization.
• Coached and mentored junior team members, contributing to their professional growth and development.
• Boosted customer retention rates by providing exceptional service and building rapport with clients.
• Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
• Collaborated with cross-functional teams to improve overall customer experience within company.
• Monitored key performance indicators to ensure continuous improvement in service quality.
• Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
• Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
• Implemented new protocols to optimize team performance and deliver consistent results.
• Maintained up-to-date knowledge of product and service changes.
• Investigated and resolved customer inquiries and complaints quickly.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Delivered prompt service to prioritize customer needs.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Promptly responded to inquiries and requests from prospective customers.
• Responded proactively and positively to rapid change.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Educated customers about billing, payment processing and support policies and procedures.
• Managed timely and effective replacement of damaged or missing products.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Investigated and resolved accounting, service and delivery concerns.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Created and maintained detailed database to develop promotional sales.
• Trained staff on operating procedures and company services.
• Trained new personnel regarding company operations, policies and services.
• Resolved associate, tool and service delivery issues revealed by statistical reports.
• Cross-trained and backed up other customer service managers.
• Implemented and developed customer service training processes.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Cross-trained and provided backup support for organizational leadership.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
• Identified and resolved discrepancies and errors in customer accounts.
• Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
• Increased efficiency and team productivity by promoting operational best practices.
• Sought ways to improve processes and services provided.

• Transcribed audios of quarterly investor calls in US firms (just after call closure) around disclosure of earnings as stipulated by the US Securities and Exchange Commission
• Streamlined transcription processes for increased efficiency and improved turnaround times.
• Improved overall transcription quality by conducting thorough research on industry-specific terminology and jargon.
• Established strong professional relationships with clients, resulting in a high rate of repeat business and long-term partnerships.
• Spearheaded process improvements within the department, leading to increased productivity among team members.
• Developed customized templates for various industries, resulting in a tailored approach to each project's unique requirements.
• Developed proficiency in various transcription software programs, enhancing efficiency and versatility to handle diverse project requirements.
• Managed multiple projects simultaneously, maintaining strict deadlines while ensuring the highest level of accuracy in each completed task.
• Supported sales efforts through the creation of sample transcripts that showcased the value proposition of our services to potential clients.
• Applied audio quality control techniques to provide accurate transcripts from low quality audio.
• Reviewed completed reports for proper formatting, grammar, and sentence structure.
• Reviewed and edited transcribed reports and corrected material for spelling, grammar, and clarity.
• Developed and implemented strategies to improve transcription efficiency.
• Used headsets and transcribing software to take dictation of medical documents.
• Stayed organized and kept detailed records to accurately track progress and client information.
• Translated medical jargon and abbreviations into expanded forms to verify accuracy of patient and health care facility records.
• Reviewed transcribed material for compliance with HIPAA requirements.
• Completed transcription of gross and final diagnosis for medical reports.
• Checked completed work for proper spelling, grammar, punctuation, and format.
• Prepared data by compiling and sorting information.
• Used specialized techniques and shortcuts to improve typing speed and meet deadlines.
• Maintained strict confidentiality with sensitive information, ensuring client trust and adherence to industry standards.
• Contributed to company growth through consistent delivery of high-quality services, leading to positive word-of-mouth referrals.
• Reduced error rates significantly by implementing rigorous proofreading techniques before final submission of transcriptions.
• Expedited project completion times by utilizing advanced software tools and technologies for transcription work.
• Assisted colleagues with difficult assignments, demonstrating strong teamwork skills and fostering a collaborative work environment.
• Handled urgent requests effectively, showcasing adaptability under pressure without compromising quality or accuracy.
• Collaborated with cross-functional teams to ensure seamless communication and coordination for complex projects.
• Mentored new hires on company policies and effective transcription strategies, fostering a culture of continuous learning and improvement within the organization.
• Kept abreast of industry developments by attending relevant conferences and workshops, enhancing professional knowledge and skills.
• Participated in ongoing training programs to enhance skillset, staying up to date on best practices for business transcription services.
• Enhanced client satisfaction by consistently delivering accurate and timely transcriptions of business documents.
• Followed specific guidelines and style rules to meet clients' requirements and maintain consistency.
• Verified accuracy of transcribed material prior to finalization.
• Maintained logs of incoming dictation projects and transcription records.
• Maintained database of transcribed documents for easy access and retrieval.
• Stayed current with industry terminology to provide accurate transcription services.
• Trained new transcriptionists to improve skills in use of transcription equipment.
• Strived to deliver transcribed documents to appropriate personnel on time to increase chances of future collaboration.
• Returned printed and electronic form dictated reports for physician's review, signature, and corrections.
• Assisted with research projects by transcribing patient data and reports.
• Typed letters, memos and other correspondence for staff, using various software programs.
• Interacted with public on phone and at reception desk to answer questions and resolve issues.
• Entered data into databases in alphabetic and numerical order.
• Verified data entered into database by reviewing, correcting and deleting data.
• Researched online and offline sources to obtain information for official documents or correspondence.
• Proofread and typed various legal documents for attorneys and law firms.
• Developed customized templates for various industries, resulting in a tailored approach to each project's unique requirements.
• Participated in ongoing training programs to enhance skillset, staying up to date on best practices for business transcription services.
• Developed customized templates for various industries, resulting in a tailored approach to each project''s unique requirements.
• Participated in ongoing training programs to enhance skillset, staying up-to-date on best practices for business transcription services.