Sneha Nakka

Responsibilities:

• Supervise daily operations, and ensure a smooth workflow.
• Act as the main point of contact for agents, resolving queries via email and calls.
• Identify process gaps, and recommend improvements to enhance efficiency.
• Support audits, compliance, and strategic initiatives.
• Monitor customer satisfaction, and implement process improvements.
• Prepare and analyze financial and operational reports for management.
• Coordinate with other departments to ensure seamless operations.
• Oversee team attendance, payroll, performance, and conflict resolution.
• Schedule shifts, assign duties, and manage daily operations.
• Analyze business performance and provide forecasts for management.

Key Achievements:

· Streamlined agent reconciliation and commission processes, reducing errors by 30%.

· Implemented reporting dashboards for operational and financial metrics.

· Enhanced team productivity through process standardization and training.

• Interacted with UK customers regarding transactions and payments.
• Detected suspicious or fraudulent activities and ensured compliance with fraud-prevention protocols.

• Provided technical support for internet and telephone services, troubleshooting issues effectively.
• Handled escalations and audited calls for quality assurance.

• Worked as a loan coordinator in mortgage underwriting.
• Collected financial documents from investment and management companies, ensuring accuracy and compliance.