Vikram Kulkarni S
Bengaluru
Summary
Results-driven Operations Professional with extensive U.S. mortgage domain experience in customer service, quality training, and team leadership. Expertise in SLA delivery, stakeholder coordination, and performance management. Progressed from Senior Analyst to Team Leader and Assistant Manager, focusing on people management and process improvement.
Overview
5
5
Languages
19
19
years of professional experience
Work History
Assistant Manager
Moder Operations India Pvt. Ltd.
Bengaluru, Karnataka
04.2022 - 09.2026
- Led team of 30 FTEs through daily operations, coaching and monitoring performance to resolve issues effectively.
- Managed operational processes for US Mortgage client, ensuring execution, quality and SLA adherence.
- Handled escalations and customer inquiries, ensuring timely resolutions and seamless operations.
- Conduct monthly one-on-one discussions, provide actionable feedback and support individual and team performance improvement.
- Standardise workflows, identify process gaps and implement improvements to strengthen efficiency, quality and consistency.
- Coordinate with loan processors, underwriters, customer service teams and senior management on operational priorities, timelines and deliverables.
- Support new-batch refresher training, on-the-job training and certification activities.
- Prepare and communicate process-performance reports to stakeholders to support operational decision-making.
- Supported automation initiative for online letters to streamline communication and reduce processing time.
- Employed at Archwell, focusing on enhancing operational performance and stakeholder engagement.
- Team Leader | Aug 2023 - Dec 2024
- Senior Analyst - Correspondence & Research | Apr 2022 - Jul 2023
Home Retention Consultant
Ocwen Financial Solutions Pvt. Ltd.
Bengaluru
10.2010 - 03.2022
- Provided mortgage resolutions to homeowners while meeting quality and departmental SLA.
- Resolved complex problems by analysing root causes and implementing effective solutions, improving overall service quality.
- Handled appointment callback interactions, resolving issues to achieve first-call resolution and enhance customer satisfaction.
- Maintained team statistics and performance information as SPOC, supporting data-driven decision-making.
- Completed quality checks on response letters, ensuring accuracy and standards compliance.
- Transitioned from home retention consultant to research analyst, then to senior specialist, enhancing analytical skills and industry knowledge.
- Supported new hires and colleagues on floor, improving process knowledge and call handling.
- Transitioned to research department, handling customer disputes through email, fax, and mail.
Customer Service Representative
Firstsource Solutions Pvt. Ltd.
Bengaluru
03.2008 - 08.2010
- Achieved Tier 1 performance metrics consistently on weekly and monthly measures.
- Supported associates on the floor by resolving customer queries, enhancing overall team efficiency.
- Guided borrowers through insurance-related queries, ensuring adherence to service metrics.
- Customer Service Representative → Senior Customer Service Representative
Education
Diploma - Electronics & Communication
S.V.K. Polytechnic
Bengaluru01-2007
High School - Electronics & Communication
Nehru Smaraka Vidya Kendra
Bengaluru01-2001
Skills
- Mortgage operations
- SLA management
- Process improvement
- Data analysis
- Escalation management
- Cross-functional coordination
- Stakeholder engagement
- Performance management
- Training and coaching
- Team leadership
- Customer Experience
- Management information systems
Languages
English
Kannada
Tamil
Telugu
Hindi
Custom
- US Mortgage Operations
- People Management
- Team Leadership
- Performance Management
- Process Improvement
- SLA & Quality Management
- Training & Coaching
- Escalation Management
- Stakeholder Management
- Cross-functional Coordination
- MIS & Reporting
- Customer Experience
Timeline
Assistant Manager
Moder Operations India Pvt. Ltd.
04.2022 - 09.2026
Home Retention Consultant
Ocwen Financial Solutions Pvt. Ltd.
10.2010 - 03.2022
Customer Service Representative
Firstsource Solutions Pvt. Ltd.
03.2008 - 08.2010
Diploma - Electronics & Communication
S.V.K. Polytechnic
High School - Electronics & Communication
Nehru Smaraka Vidya Kendra