Karki Raj

• Preparing call audit and document checklist completion for the team to improve quality parameters.
• Allocating application to team on SLA sensitive cases for completion.
• Handling team productivity data & publishing the same to team management based on set targets.
• Handling and closure of escalations received from BDM for the Department on various aspect of the process.
• Received best team award for achieving set targets on production and quality. Also effective leave management for having the least number of unplanned leaves.
• Handling teams production and quality by providing effective resolution on policy changes.
• Identified and corrected deficient performance and behaviors to achieve maximum productivity.
• Evaluated employee performance on monthly basis and coached and trained team members, increasing quality of work and employee motivation.
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.

• Investor reporting.
• Handled a team of 16 members.
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Led employee relations through effective communication, coaching, training and development.
• Achieved set targets on quality and productivity for the team by effective supervising.
• Preparing and presenting revenue/ expense fluctuation analysis reports to senior management.
• Handled internal and external inquires and complaints submitter by Investors and other departments, providing outstanding service resolving queries.
• Conducted detailed process training while keeping trainees vigilant and motivated for various departments like Investor reporting, SCRA ( Service member civil relief act) and Oracle Fusion applications.
• Conducted training for employees of Ocwen on service excellence, Oracle Fusion applications on how to use various tools like Taleo, Career Goal settings, Performance review and general updates on the user profile in fusion application.
• Trained new analysts on corporate policies and procedures and implemented mentoring program which reduced on boarding transition stage.
• Home retention consultant (Customer relationship manager) Handled loan accounts that are delinquent and current loans providing resolutions options to homeowners.
• Worked on Appointment based call back module were calls made to the homeowners based on appointments.
• Maintained schedule adherence met department goals.
• Achieved set targets on production and quality had been quality centurion for complete year.

• Handled both inbound and outbound customer queries related to payment and order conformation.
• Handled escalation calls on product and service quality.
• Worked closely with new hires as a training assistance in helping them have a better understanding on quality parameters and process knowledge.
• Assisted the management in improving service line agreement by providing effective people management ideas.

To contribute my experience, knowledge and carry out policy and procedures for a progressive company offering a team oriented environment as well as the opportunity to grow and advance professionally.