Sourabh Tomer
Delhi
Summary
Results-driven Team Leader with expertise in client success, mortgage auditing, operations, and sales. Skilled in driving customer adoption, onboarding high-value clients, and coordinating integrations. Proficient in SaaS, compliance, and process optimization with a consultative approach to stakeholder management. Experienced in lead generation, sales, and team management, with strong communication and leadership skills to enhance customer experience and exceed performance targets.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Implementation Specialist
BirdEye
06.2022 - Current
- Led high-value client onboarding initiatives, ensuring successful implementation, user adoption, and account achievement and fostered strong relationships with customers and cross-functional teams to promote effective collaboration.
- Coordinated with clients' IT departments for seamless automation and system integration.
- Conducted regular sync-up meetings to track onboarding progress and address client concerns.Demonstrated agility in resolving technical challenges and integration issues and managed product adoption, account growth through upsells, and overall account success.
- Monitored account health metrics, proactively engaging low adoption clients to drive satisfaction and utilized proactive communication strategies to enhance client experience and minimize churn.
- Implemented data analysis techniques to streamline reporting processes, resulting in a 30% reduction in response time for customer inquiries.
- Facilitated conflict resolution and improved team dynamics, achieving a 15% increase in performance indicators across the department and led a cross-functional team to enhance customer satisfaction scores by 20% through effective training and development programs.
Analyst
Better
07.2020 - 05.2022
- Conducted quality control reviews to ensure regulatory compliance (RESPA, TILA, Dodd - Frank Act, Fair Lending, FDPA, SCRA), and investigated 150 - 160 mortgage loan files monthly, ranging from $98,000 to $2,000,000.
- Evaluated debt - to - income ratios, loan - to - value ratios, credit scores, and property appraisals for loan qualification and prepared post - consummation closing disclosures for various mortgage types (FHA, VA, conforming, non - conforming, ALLY loans).
- Worked across departments (Initial Closing Disclosure, Closing, Post - Closing, Recording, Check Reconciliation) to expand mortgage process knowledge.
- Analyzed borrower income, loan - to - income ratios, debt - to - income ratios, appraisal reports, and 1003 forms for loan eligibility.
- Supported and guided a team of five, addressing queries and facilitating daily processes. Developed and enforced standard operating procedures (SOPs) that streamlined operations and reduced customer service response times by 30%.
- Implemented data analysis techniques to track performance indicators, resulting in a 15% increase in team efficiency.
Business Development Executive
Vedantu
06.2019 - 06.2020
- Managed B2B and B2C sales activities, specializing in lead generation and cold calling and educated clients on Vedantu's offerings, showcasing their value.
- Independently managed the NCR market, consistently meeting sales targets and developed a proof - of - concept (POC) model for training new employees.
- Acted as a single point of contact (SPOC) for consumer deals, queries, and payment clarifications.
- Provided regular sales and activity reports for informed decision - making.
- Guided and managed a team of 5 - 6 members, fostering skill development.
- Coached and trained team members, resulting in a 25% increase in performance indicators and overall team productivity.
Education
MBA - Marketing And Sales
Amity University
Noida, India06-2019
Bachelor of Technology - Mechanical Engineering
Amity University
Noida, India05-2017
Skills
Telephone and email etiquette
Strategic Planning
Client Relations
Team Leadership
Project Management
Corporate Communications
CRM Systems
Customer Satisfaction
Team Management
Standard Operating Procedures (SOPs)
Microsoft Office Suite
Beta-Testing
Financial Management Report
Zapier Integration
Data Interpretation
B2B Sales
Certification
- Product Management: Building a Product Strategy
- Managing Organizational Change for Managers
- Onboarding and Adoption Best Practices for Customer Success Management
- Zendesk Customer Service Professional Certificate
- Creating Positive Conversations with Challenging Customers
- Customer Service: Problem-Solving and Troubleshooting
- Audit and Due Diligence Foundations
- CISA Cert Prep: 1 Auditing Information Systems for IS Auditors
- Customer Service Foundations
- The Fundamentals of Digital Marketing
- Certificate of English Language and Communication Skills
Timeline
Implementation Specialist
BirdEye
06.2022 - Current
Analyst
Better
07.2020 - 05.2022
Business Development Executive
Vedantu
06.2019 - 06.2020
- Product Management: Building a Product Strategy
- Managing Organizational Change for Managers
- Onboarding and Adoption Best Practices for Customer Success Management
- Zendesk Customer Service Professional Certificate
- Creating Positive Conversations with Challenging Customers
- Customer Service: Problem-Solving and Troubleshooting
- Audit and Due Diligence Foundations
- CISA Cert Prep: 1 Auditing Information Systems for IS Auditors
- Customer Service Foundations
- The Fundamentals of Digital Marketing
- Certificate of English Language and Communication Skills
MBA - Marketing And Sales
Amity University
Bachelor of Technology - Mechanical Engineering
Amity University
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