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Sushma Karvetolu
Bangalore,KA
Summary
Detail-oriented professional in team management and quality assurance for US mortgage processes. Specializes in process improvement, quality auditing, and stakeholder management to enhance operational efficiency. Developed standard operating procedures and trained teams, driving consistent results and adapting to evolving challenges.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Team Lead - QA (Bankruptcy)
CCO Pvt. Ltd.
Bengaluru, KA
08.2024 - 03.2026
- Managed quality assurance processes, ensuring compliance with guidelines and standards.
- Identified improvement opportunities by analyzing quality trends and error patterns.
- Handled process escalations, ensuring timely resolutions of operational issues.
- Monitored daily and weekly performance reports to inform operational strategies.
- Collaborated with management and cross-functional teams to enhance overall performance.
- Planned and delivered training sessions to boost employee effectiveness and address weaknesses.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Resolved escalated customer and client complaints or queries promptly and efficiently.
- Identified opportunities for process improvements, implementing changes when required.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Completed daily quality assurance duties to provide feedback for improvements.
- Facilitated team meetings to discuss targets, strategies, and address any issues.
Team Lead (Written Correspondence)
Moder Solutions India Pvt. Ltd.
Bengaluru, KA
03.2022 - 08.2024
- Managed and supervised a team of 15+ employees, ensuring achievement of productivity, quality, and service level targets while maintaining high team engagement and performance standards.
- Developed and maintained Quality Scorecards for Written Correspondence processes, monitoring accuracy, compliance, and performance metrics.
- Played a key role in developing and documenting SOPs for the Written Correspondence department to improve process standardization, compliance, and operational efficiency.
- Conducted regular performance reviews, feedback sessions, and coaching discussions to improve employee productivity and process accuracy.
- Provided process improvement suggestions for FMC Servicing Policies & Procedures (P&Ps) and Job Aids Review projects, supporting recreation and enhancement of Standard Operating Procedures (SOPs).
- Conducted process-level training sessions for new hires and existing batches to ensure strong understanding of operational procedures, quality standards, and compliance requirements.
- Performed detailed 100% quality checks and audits for the Written Correspondence to ensure accuracy, consistency, and adherence to client guidelines.
- Took initiative in developing and implementing Quality Control (QC) checklists for the Written Correspondence process, improving quality monitoring and standardization.
- Participated in client calibration sessions to ensure alignment on quality expectations, scoring methodologies, and process updates.
- Supported process improvement initiatives by identifying gaps, recommending corrective actions, and implementing best practices to enhance efficiency and quality performance.
- Built strong customer-focused solutions by understanding client requirements, addressing operational challenges, and assisting in identifying effective process improvements.
Senior Analyst (Bankruptcy Department)
CCO Pvt. Ltd.
Bengaluru, KA
12.2019 - 02.2022
- Performed detailed quality assurance reviews across multiple US Mortgage Bankruptcy processes to ensure accuracy, compliance, and adherence to client and regulatory guidelines.
- Conducted quality checks for Module Set-Up processes by validating bankruptcy cases through court records and ensuring accurate module creation within the system of record.
- Reviewed Payment Change Notices to validate court records and system data, ensuring accurate payment updates and compliance with bankruptcy regulations.
- Audited Proof of Claim (POC) processes by validating arrearage calculations prior to bankruptcy filing, ensuring accurate attorney referrals, and monitoring cases through successful filing completion.
- Performed quality reviews for Post Petition Fee Notices (PPFN) by validating post-bankruptcy fees, confirming fee eligibility, and coordinating attorney referrals for timely filing.
- Conducted detailed reviews for Motion for Relief (MFR) filings by validating negative flags, analyzing manual payment histories, determining accurate post-petition due dates, and reviewing collateral documentation required for filing.
- Facilitated collaboration among teams and attorneys to streamline workflow and ensure completion of bankruptcy tasks.
Research Specialist
Ocwen Financial Solutions Pvt Ltd
Bengaluru, KA
10.2012 - 12.2019
- Conducted detailed case analysis and research to provide complete, accurate, and compliant resolutions aligned with client guidelines, policies, and regulatory requirements.
- Assisted correspondence writers in analyzing complex cases, identifying root causes, and determining appropriate resolutions to ensure quality and consistency in responses.
- Accurately documented case summaries, research findings, resolutions, and root cause analysis within Real Servicing/MSP and casework applications.
- Coordinated with business units and cross-functional teams to gather information and documentation, enabling timely and effective customer responses.
- Collaborated with operations, quality assurance, and management teams to streamline workflows and improve customer satisfaction.
- Ensured high standards of customer service by delivering clear, professional, and customer-focused written communication and resolution support.
- Provided coaching, mentoring, and process guidance to new joiners and team members through continuous support and On-the-Job Training (OJT) sessions.
- Reviewed customer correspondence thoroughly to understand the nature of inquiries, complaints, and servicing-related concerns while ensuring accurate interpretation of customer requests.
Associate (AP - Invoice Processing)
Siemens Technology and Services Pvt. Ltd.
Bengaluru, KA
07.2011 - 07.2012
- Requested goods and services from suppliers, ensuring timely fulfillment of operational needs.
- Reviewed purchase requisition and verified authorization limits, facilitating approval and conversion to purchase order.
- Triggered orders for invoicing after confirming criteria for the invoice process, ensuring accuracy of invoice number, date, tax details, amount, duplicate invoice check, and vendor details.
- Performed a three-way match on received invoices for consistency against purchase orders and invoices, and routed validated invoices for approval.
Education
Bachelor of Commerce - Accounting And Finance
NMKRV COLLEGE OF WOMEN
Bengaluru06-2011
Skills
- SOP development
- Process optimization
- Root cause analysis
- Work delegation
- Resource allocation
- Deadline management
- Team leadership
- Client relations
- Problem-Solving
- Conflict Resolution
LANGUAGES
Hindi, Kannada, Tamil, English, Telugu
Certification
- Lean Six Sigma Green Belt with GEN AI
- SQL Server
- Pro Makeup and Hairstyle Artist
Declaration
I confirm that the information provided in this resume is accurate and complete to the best of my knowledge.
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteHybridLocation: Bengaluru, KA
Open to relocation: Yes
Timeline
Team Lead - QA (Bankruptcy)
CCO Pvt. Ltd.
08.2024 - 03.2026
Team Lead (Written Correspondence)
Moder Solutions India Pvt. Ltd.
03.2022 - 08.2024
Senior Analyst (Bankruptcy Department)
CCO Pvt. Ltd.
12.2019 - 02.2022
Research Specialist
Ocwen Financial Solutions Pvt Ltd
10.2012 - 12.2019
Associate (AP - Invoice Processing)
Siemens Technology and Services Pvt. Ltd.
07.2011 - 07.2012
Bachelor of Commerce - Accounting And Finance
NMKRV COLLEGE OF WOMEN