Summary
Overview
Work History
Education
Skills
Interests
DECLERATION
STRENGTH
Esports, Bikes
Timeline
Generic

Somnath Mudliar

Lead Associate - Transactional Quality
Pune

Summary

I am enthusiastic and driven person; I hold bachelor’s degree from the University of Pune with a successful career progression from Customer Service Representative to Transactional Quality Analyst. I look to grow in a stable and secured company as an responsible employee, Skilled customer service professional with over 6 years of successful management and leadership experience, Confident communicator with the ability to lead colleagues, responds to customer inquiries, and mediates conflict, Enthusiastic and personable individual who enjoys working with people and building long-lasting relationships and product loyalty, Passionate about creating organizational success and bettering brand reputation through serving customers in a truly memorable way, experience in providing excellent customer service through active listening and problem-solving.

Professional with strong background in leadership and team collaboration. Known for strategic problem-solving, effective communication, and adaptability in dynamic environments. Proven ability to drive projects to successful completion, ensuring high standards and impactful results. Skilled in project management, team coordination, and delivering consistent performance under pressure.

Overview

7
7
years of professional experience
4
4
Languages

Work History

Lead Associate - Transactional Quality

WNS
08.2022 - Current
  • Transactional Quality Analyst specializing in the Claims Collection Department of IAG's Motor and Property Claims division. Proficient in conducting Business as Usual (BAU) audits to ensure compliance with quality standards and regulatory requirements. Skilled in identifying improvement areas through audits, collaborating with cross-functional teams, and utilizing Root Cause Analysis (RCA) methods to identify the root causes of issues, and drive continuous process improvement.
  • Conducting thorough Business as Usual (BAU) audits of transactional processes within the Claims Collection Department, focusing on motor and property claims, to maintain adherence to quality standards and regulatory compliance.
  • Identify opportunities for process improvement through audits and analysis, collaborating closely with cross-functional teams to implement corrective actions, and enhance operational efficiency.
  • Using Root Cause Analysis (RCA) methods to systematically identify root causes of quality issues, and develop effective solutions to address them, ensuring sustainable improvements.
  • Calibrate with cross-functional teams to align quality assessment methodologies, and ensure consistency in evaluation criteria across departments. Generate comprehensive reports detailing audit findings, improvement areas, and recommended actions for management review, leveraging data-driven insights to inform decision-making and strategic planning.
  • Monitor the implementation of corrective actions, tracking progress, and measuring outcomes to verify effectiveness and drive ongoing process optimization.
  • Provide training, feedback, and support to team members on quality standards, audit procedures, and RCA techniques, fostering a culture of continuous improvement and excellence within the Claims Collection Department.

Senior Customer Service Associate

Tech Mahindra LTD
05.2021 - 07.2022
  • Worked for Vodafone clients based in New Zealand.
  • Addressed billing issues and help resolved problems as a escalations representative.
  • Addressed customers courteously using suitable methods and problem-solving skills.
  • Followed up with customers regarding product functionality and overall satisfaction.
  • Complied with corporate and regulatory policies regarding information confidentiality and privacy.
  • Remained open to feedback from supervisor and peers to build and improve skills set.
  • Assisted with mentoring new employees during and after training.
  • I contributed with my team to gain highest promotors based on customer satisfaction.
  • Made sure that every customer was given single call resolution for all issues.

Customer Service Associate

Credence Resource Management
04.2019 - 05.2021
  • Arranged for debt repayment and established repayment schedules, based on customers' financial situations.
  • Prevent impending loss and increase profitability through negotiation, and enforcement of scheduled collection campaigns.
  • Recorded information about financial status of customers and status of collection efforts.
  • Located and monitored overdue accounts, using computers and variety of automated systems.
  • Answered customer questions regarding problems with accounts.
  • Initiated consumer negotiations for debt recovery through phone and mail contact.
  • Performed various administrative functions for assigned accounts, such as recording address changes and purging records of deceased customers.
  • Located and notified customers of delinquent accounts by mail, telephone to solicit payment.
  • Worked in tertiary, quads, warehouse stages of collection.
  • As a Collection Specialist I achieved 200 percent of my target consistently for 4 months which resulted 4 percent market share as business growth.

Education

Bachelor of Commerce - Marketing and Management

H.V Desai College
Pune, Maharashtra
04.2020

12th HSC - Commerce

Arihant College of Arts Commerce and Science
Pune, Maharashtra
06.2017

10th SSC -

SSC Board
Pune, Maharashtra
06.2015

Skills

  • Interpersonal Skills
  • Analytical Skills
  • Customer Service
  • Customer Communication
  • Executive Level Presentation

Interests

E-sports, Bikes, Gym

DECLERATION

I hereby declare that the above stated information is correct and verified till date. Date: Place: Pune

STRENGTH

  • Good listener
  • Communication
  • Patience
  • Team Player

Esports, Bikes

I have a strong interest in esports, particularly in the strategic and team-based aspects of competitive gaming.


I also enjoy biking, which allows me to stay active while exploring different environments and maintaining a healthy lifestyle.

Timeline

Lead Associate - Transactional Quality

WNS
08.2022 - Current

Senior Customer Service Associate

Tech Mahindra LTD
05.2021 - 07.2022

Customer Service Associate

Credence Resource Management
04.2019 - 05.2021

12th HSC - Commerce

Arihant College of Arts Commerce and Science

Bachelor of Commerce - Marketing and Management

H.V Desai College

10th SSC -

SSC Board
Somnath MudliarLead Associate - Transactional Quality