Vikram Kulkarni

• Joined as Senior Analyst for Correspondence and Research - process.
• As a Research Analyst, handled queries and complaints for US Mortgage customers.
• Provided resolutions through letters and emails.
• Maintained all the department SLA's effectively.
• Handled new batch refresher trainings, providing them OJT assistance, helping them in their certification.
• In the absence of team lead, handled team and respective reports.
• Was part of an automation project for online letters.

Promoted as Team leader in August 2023.

• Handled team of 10 FTE's.
• Lead, Supervise and assisted the team with the inquiries or request received.
• I have taken care of performance of the team and successfully achieved all the SLA's.
• Handled One-on-One's on a monthly basis to provide effective feedback to the agents which helped to improve their performance and teams performance.

Promoted as Assistant Manager in January 2025

• Expertly managed and monitored multiple operational processes for a US mortgage client, ensuring seamless execution.
• Standardized workflows to enhance efficiency, quality, and consistency, while proactively identifying and rectifying process gaps.
• Supervised cross-functional teams, including loan processors, underwriters, and customer service, fostering a collaborative environment.
• Monitored team performance, established clear objectives, and provided constructive feedback to drive continuous process improvement.
• Facilitated effective communication between departments and senior management, aligning on goals, timelines, and deliverables.
• Swiftly handled escalations, resolving issues to maintain operational continuity and uphold customer satisfaction.
• Delivered comprehensive reports on process performance to stakeholders, informing management decisions and strategic planning.
• Kept abreast of industry trends and technological advancements to innovate and enhance operational processes.

• Joined as a Home Retention Consultant on 18th October 2010 to November 15, 2013
• Key Responsibility Areas
• As a Home Retention Consultant provided effective resolutions to the home owners.
• Maintained Quality parameters and met all department SLA’s.
• Worked on Appointment Call backs module where calls are made on an appointment basis with intensions of resolving the issues of customer’s mortgage and believed in one call resolution always.
• Followed Schedule Adherence and other company policies.
• Additional Responsibilities
• Provided Floor Support to new hires and other colleagues for their queries and help them to handle calls more efficiently.
• I was SPOC for maintaining team stats.
• On November 19th, 2013, moved to Research department as Research Analyst.
• Handling customer disputes and inquiries, providing response through Email, Fax and Mail.
• Maintained the best quality as required by the department.
• On August 18th, 2015 – Resdesignated as Senior Specialist.
• Monitoring and QC’ing the response letters that needs to be sent to the requestor.
• Maintain 100% quality, effectiveness and accurateness in the resolution provided.

• Joined as a Customer Service Representative in March’08 and then re-designated as Sr. Customer Service Representative.
• Key Responsibility Areas
• As a customer service representative was assisting borrowers with their general queries related to Insurance.
• Met all the Tier 1 metrics consistently on weekly and monthly basis.
• Additional Responsibilities
• Provided Floor Support and assisted other associates to resolve customer queries.