UMESH BH
Summary
Accomplished Senior Associate (Process Trainer) with extensive experience in US Mortgage Insurance, specializing in training and mentoring over 200 new hires. Proven track record in process improvement and optimization, reducing errors by over 20% through comprehensive training sessions. Adept at facilitating online training, providing constructive feedback, and ensuring compliance with organizational standards. Strong communication and interpersonal skills, coupled with analytical reasoning, contribute to effective team leadership and development.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Associate (Process Trainer)
Transworld Systems India Private Limited
06.2020 - Current
- Trained over 200 new hires for the US Mortgage Insurance process (Assurant Group).
- Conducted comprehensive training sessions encompassing classroom, on-the-job, and web-based formats to ensure thorough understanding of processes among employees.
- Maintained comprehensive logs of training sessions across classroom and web-based formats, including new hires' evaluations; upheld strict adherence to organizational guidelines, while enhancing record-keeping efficiency by reducing errors by over 20%.
- Monitored new hires' progress throughout their programme, providing timely support and guidance as required for optimal learning outcomes.
- Facilitated training sessions for junior associates, focused on best practices for document analysis; streamlined processes resulted in reducing document errors by over 15%, while enhancing compliance with set standards.
- Provided constructive feedback to supervisors regarding employee performance, aligning it with the trained processes for enhanced efficiency.
- Implemented initial training for new employees, serving as a mentor to support their smooth integration into production.
Senior Associate
Altisource Business Solutions Pvt Ltd
07.2014 - 06.2020
- Analyzed documents received through verifier and process, ensuring accuracy and compliance with standards
- Advised clear direction and guidance to junior associates on complex tasks, contributing to team efficiency
- Developed strong time management and prioritization skills, consistently meeting Service Level Agreements (SLAs)
- Addressed customer queries raised during calls by creating tickets and providing timely assistance, resulting in improved customer satisfaction
- Initiated open communication channels with customers and resolver groups, ensuring smooth progress on raised tickets
- Built and revitalized strong relationships with peers and upper management, contributing to team success and collaboration
SA & D Coordinator
IBM
04.2010 - 05.2013
- Collaborated effectively within a team environment, escalating issues to senior management as necessary to maintain ownership and resolve customer queries promptly
- Ensured strict adherence to department policies, including ISO processes, ITCS 300 guidelines, virus control, and clean desk policies, maintaining a secure and compliant work environment
- Acted as the primary contact for escalations from LOB Service Managers, demonstrating proficiency in escalation management, SLA management, and outstanding ticket resolution
- Managed time effectively to meet SLAs on problem updates and ACD targets, optimizing team performance and productivity
- Established strong problem determination skills, recording accurate details on all incoming queries and problems for efficient resolution
- Utilized Knowledge Transfer (KT) to assist new team members, facilitating their integration and knowledge acquisition
- Played an active role in the induction of new staff members, contributing to team cohesion and productivity
- Undertook internal and external training as required, continuously enhancing technical abilities and staying updated with industry trends
- Ensured full commitment to customer Service Level Agreements (SLAs), prioritizing customer satisfaction and service excellence
Technical Support Associate
Minacs
03.2005 - 04.2010
- Assisted customers in understanding products, components, and systems through technical demonstrations, enhancing their knowledge and usability
- Set up and configured Local Area Networks (LAN) using routers such as Airport Express and Airport Extreme, ensuring seamless network connectivity
- Identified and resolved issues using the latest patches, releases, virus detection, and troubleshooting techniques, ensuring systems' security and stability
- Assisted customers from the APAC region, providing tailored technical support and solutions based on regional requirements
Technical Support Engineer
HP
01.2004 - 03.2005
- Provided technical support to customers via telephone and chat, resolving issues related to desktop and laptop computers (HP) such as Presario's, Pavilions & HP printers (All-in-one), troubleshooting issues, and ensuring smooth printing operations
- Effectively troubleshooted and resolved hardware and software issues for customers, enhancing their overall experience and satisfaction
- Provided technical assistance and support to customers from the US region, addressing their specific IT needs and requirements
MIS Support Executive
Reliance Petroleum Limited (RIL)
01.2003 - 12.2003
- Coordinated effectively with other departments to ensure the prompt resolution of customer complaints or requests, enhancing overall customer satisfaction
- Demonstrated responsibility in maintaining an excellent working relationship with field officers, fostering collaboration and synergy across departments
Education
Master of Science - Information Technology
KSOU
Mysore, India01-2005
Bachelor of Science -
National College
Bengaluru, India10-1999
Skills
- Training & mentoring
- Team Leadership & Development
- US Mortgage Insurance (Assurant Group)
- Process Improvement & Optimization
- Project coordination
- Strong Communication & Interpersonal Skills
- Online Training Facilitation
- Time Management & Prioritization
- Proficient in analytical reasoning
Accomplishments
- Training Effectiveness : Trained over 200 employees in US Mortgage Insurance processes, improving compliance and efficiency by reducing document errors by 15%.
- Process Optimization : Improved training documentation systems, reducing errors by 20% and enhancing process accuracy.
- Leadership & Team Management : Successfully mentored junior associates, improving their integration into production and enhancing overall team performance.
Certification
- GNIIT from NIIT
- Certified Leadership Trainer Program from ProTouch (TTT)
Languages
English
Advanced (C1)
Kannada
Advanced (C1)
Hindi
Intermediate (B1)
Timeline
Senior Associate (Process Trainer)
Transworld Systems India Private Limited
06.2020 - Current
Senior Associate
Altisource Business Solutions Pvt Ltd
07.2014 - 06.2020
SA & D Coordinator
IBM
04.2010 - 05.2013
Technical Support Associate
Minacs
03.2005 - 04.2010
Technical Support Engineer
HP
01.2004 - 03.2005
MIS Support Executive
Reliance Petroleum Limited (RIL)
01.2003 - 12.2003
Master of Science - Information Technology
KSOU
Bachelor of Science -
National College
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