Magazine : Sandeep Ramakrishna
Current
Senior team leader Mortgages
Industry
BPO/ITES/CRM/Transcription
About Sandeep Ramakrishna
Professional with 44 months of extensive experience in Team Management, Quality Control, Process Transitioning in the BPO / Service Industry.
Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.
Successfully transitioned 2 Inbound/ Semi voice processes involving Voice and Data from South America.
An escalation gate to resolve critical issues of the team members. Skills in conducting various training sessions for enhancing the performance and quality of service.
Demonstrated abilities in cementing healthy relationship with the clients and rendering effective service.
Excellent communication & interpersonal skills with proven abilities in customer relationship management & Team Management.
Operations Management
Setting up & maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets for the process & team.
Coordinating integration with support functions viz. Quality, Training, Technology and Compliance & HR.
Providing Cross Training to Process Associates to handle High Volume Situations and reduce Idle Time.
Ensuring CTQ closure: Productivity-Capacity Based Turn Around Time (TAT) through Time studies & Capacity Planning and Accuracy Base-Lining.
Process Transitioning
Actively involved in the leading knowledge transfer teams in adherence with the client’s requirements.
Maintained transitions and post transition issue logs.
Managed transition training and client visit.
Undertaking responsibilities of removing unnecessary procedures in process for efficient functioning.
Ensuring uniformity in the process understanding at the client’s and the organization’s end.
Quality & Compliance
Conducting continuous audits on MIS to ensure compliance and sound functioning of the process.
Providing feedback to the customer service agents based on Quality Audits and rendering suggestions for improvement.
To ensure that the teams adhere to all the quality tool and procedures.
Client Servicing
Identifying improvement areas & implementing measures to maximize customer satisfaction levels.
Taking escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity.
Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.
Team Management
Managing Team functions viz. manpower planning, recruitment, induction, performance appraisal, etc.
Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.
Conducting training sessions & in house forums to boost the technical and soft skills of the subordinates.
Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members.
Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.
Successfully transitioned 2 Inbound/ Semi voice processes involving Voice and Data from South America.
An escalation gate to resolve critical issues of the team members. Skills in conducting various training sessions for enhancing the performance and quality of service.
Demonstrated abilities in cementing healthy relationship with the clients and rendering effective service.
Excellent communication & interpersonal skills with proven abilities in customer relationship management & Team Management.
Operations Management
Setting up & maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets for the process & team.
Coordinating integration with support functions viz. Quality, Training, Technology and Compliance & HR.
Providing Cross Training to Process Associates to handle High Volume Situations and reduce Idle Time.
Ensuring CTQ closure: Productivity-Capacity Based Turn Around Time (TAT) through Time studies & Capacity Planning and Accuracy Base-Lining.
Process Transitioning
Actively involved in the leading knowledge transfer teams in adherence with the client’s requirements.
Maintained transitions and post transition issue logs.
Managed transition training and client visit.
Undertaking responsibilities of removing unnecessary procedures in process for efficient functioning.
Ensuring uniformity in the process understanding at the client’s and the organization’s end.
Quality & Compliance
Conducting continuous audits on MIS to ensure compliance and sound functioning of the process.
Providing feedback to the customer service agents based on Quality Audits and rendering suggestions for improvement.
To ensure that the teams adhere to all the quality tool and procedures.
Client Servicing
Identifying improvement areas & implementing measures to maximize customer satisfaction levels.
Taking escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity.
Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.
Team Management
Managing Team functions viz. manpower planning, recruitment, induction, performance appraisal, etc.
Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.
Conducting training sessions & in house forums to boost the technical and soft skills of the subordinates.
Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members.
Sandeep Ramakrishna ’s experience
Product Manager/Project Manager/Manager/Supervisor/Team Leader
at
Indecomm Global Services
, Bangalore, INDIA
November 2008 – Currently Working
Industry: BPO/ITES/CRM/Transcription
Functional area: ITES / BPO / KPO / Customer Service / Operations
Company Profile:
Indecomm Global Services is a leading global
provider of consulting, technology and outsourcing services. With
operations spanning across six countries in four continents,
Indecomm leverages cutting edge technology, process excellence,
deep domain expertise and strategic enterprise partnerships to
deliver superior business results for its clients. Key
Responsibilities & Achievements o Processes handled: o Title
Search Commitment — 26 members team. Offline mortgage
process. o LLD (Long Legal Description) o TSR (Title Search
Report) o LSC o Transitioned ATI from Bangalore to Tumkur. ATI
(American Title Inc.)— 30 member’s team. After reaching
desired accuracy level full process shifted in Tumkur and it’s
handed over. o Involved with LLD process. Team strength was 13.
Reaching team performance at 98% and above was my target.
Fulfilled target and released from LLD. o Work with transition
team for TSR to bring that process to Tumkur. o Involved with
LSC. And working with it from past 2 weeks. o Making the weekly
Production and Quality reports for the process. o Maintaining
accurate Billing Records for the final Consolidated
Billing o Imparting Process Training to all the New
Hires o Interact with clients if needed, through mail or various
chat messengers. o Conducting meeting with agents, giving error
feedback to agents, maintaining schedules, sharing reports with
superior and higher authority daily basis and representing team
in front of higher management.
provider of consulting, technology and outsourcing services. With
operations spanning across six countries in four continents,
Indecomm leverages cutting edge technology, process excellence,
deep domain expertise and strategic enterprise partnerships to
deliver superior business results for its clients. Key
Responsibilities & Achievements o Processes handled: o Title
Search Commitment — 26 members team. Offline mortgage
process. o LLD (Long Legal Description) o TSR (Title Search
Report) o LSC o Transitioned ATI from Bangalore to Tumkur. ATI
(American Title Inc.)— 30 member’s team. After reaching
desired accuracy level full process shifted in Tumkur and it’s
handed over. o Involved with LLD process. Team strength was 13.
Reaching team performance at 98% and above was my target.
Fulfilled target and released from LLD. o Work with transition
team for TSR to bring that process to Tumkur. o Involved with
LSC. And working with it from past 2 weeks. o Making the weekly
Production and Quality reports for the process. o Maintaining
accurate Billing Records for the final Consolidated
Billing o Imparting Process Training to all the New
Hires o Interact with clients if needed, through mail or various
chat messengers. o Conducting meeting with agents, giving error
feedback to agents, maintaining schedules, sharing reports with
superior and higher authority daily basis and representing team
in front of higher management.
Product Manager/Project Manager/Manager/Supervisor/Team Leader at Eternal Technologies , Bangalore, INDIA
November 2007 – November 2008
Company Profile:
Eternal Tech provides an assorted range of
industry-intensive process solutions services to support clients
from diverse business operations. Our capabilities span a broad
spectrum of value-added customized services with world-class
quality standards. Eternal Tech provides well-developed bouquet
of service offerings and a complete range of consulting and
technology solutions across various industry verticals through
our domain experts. Our dedicated industry focus enables us to
understand the pain-points of clients and accordingly provide apt
solutions. Thus, we help our clients to accomplish business
excellence. Our customized solutions integrate processes,
strategies and business operations into a unified service
delivery to cater better service to their customers. Our
solutions are empowered with our dedicated expertise. Eternal
Tech has deep domain knowledge in imparting market-driven
services and support solutions. Department Profile: Title
Search is a Mortgage Process. The process describes about Title
Commitment Report from Abstract/Run Sheet which deals with
processing of the mortgage documents. Key Responsibilities &
Achievements o Involved in preparing the Training manual and the
PowerPoint presentations of the process. o Develop transitioning
methodology to suit remote transitioning and requirement
gathering templates. o As a lead project consultant, helped ET
to understand, re-define and improve the internal operational
process, plan and manage projects, and measure each of their
performance. o Analyzed process inefficiencies & assisted ET
management to develop a future state business model “To-Be”
with detailed implementation plan, integrating recommendations
for process improvement. o Restructured & revitalized the hiring
and consultants relationship with vendors. Handling RFP’s for
all the insurance based campaigns. o Led the re-design of a
business process perspective by identifying, and understanding
processes specific to each line of business to enable
standardized processes for improved functionality, aligning
towards a process centric organization. o Documented functional
and operational impacts on current process. Captured End-to-End
knowledge on business processes, rules, and regulations &
developed New “to be” process. o Ensure intra-departmental
accountability and resolution for escalation and problem
resolution processes, for issues impacting customer/partner
business objectives and/or sustained satisfaction while
maintaining a mature balance between company and customer/partner
interests. o Responsible for all aspects of the Service Delivery
for clients including meeting SLAs, defining and implementing the
Change Management, Continuity and Availability Management
Processes. o Stabilize and standardize the dashboard and the
data captured on it. o Compliance with FDCPA for collections
process. o Work with the senior management and other managers on
the first draft of the Customer Dashboard, performance metrics,
processes and the Balanced Scorecard
industry-intensive process solutions services to support clients
from diverse business operations. Our capabilities span a broad
spectrum of value-added customized services with world-class
quality standards. Eternal Tech provides well-developed bouquet
of service offerings and a complete range of consulting and
technology solutions across various industry verticals through
our domain experts. Our dedicated industry focus enables us to
understand the pain-points of clients and accordingly provide apt
solutions. Thus, we help our clients to accomplish business
excellence. Our customized solutions integrate processes,
strategies and business operations into a unified service
delivery to cater better service to their customers. Our
solutions are empowered with our dedicated expertise. Eternal
Tech has deep domain knowledge in imparting market-driven
services and support solutions. Department Profile: Title
Search is a Mortgage Process. The process describes about Title
Commitment Report from Abstract/Run Sheet which deals with
processing of the mortgage documents. Key Responsibilities &
Achievements o Involved in preparing the Training manual and the
PowerPoint presentations of the process. o Develop transitioning
methodology to suit remote transitioning and requirement
gathering templates. o As a lead project consultant, helped ET
to understand, re-define and improve the internal operational
process, plan and manage projects, and measure each of their
performance. o Analyzed process inefficiencies & assisted ET
management to develop a future state business model “To-Be”
with detailed implementation plan, integrating recommendations
for process improvement. o Restructured & revitalized the hiring
and consultants relationship with vendors. Handling RFP’s for
all the insurance based campaigns. o Led the re-design of a
business process perspective by identifying, and understanding
processes specific to each line of business to enable
standardized processes for improved functionality, aligning
towards a process centric organization. o Documented functional
and operational impacts on current process. Captured End-to-End
knowledge on business processes, rules, and regulations &
developed New “to be” process. o Ensure intra-departmental
accountability and resolution for escalation and problem
resolution processes, for issues impacting customer/partner
business objectives and/or sustained satisfaction while
maintaining a mature balance between company and customer/partner
interests. o Responsible for all aspects of the Service Delivery
for clients including meeting SLAs, defining and implementing the
Change Management, Continuity and Availability Management
Processes. o Stabilize and standardize the dashboard and the
data captured on it. o Compliance with FDCPA for collections
process. o Work with the senior management and other managers on
the first draft of the Customer Dashboard, performance metrics,
processes and the Balanced Scorecard
Product Manager/Project Manager/Manager/Supervisor/Team Leader at First Indian Corporation
, Bangalore, INDIA
September 2006 – October 2007
Company Profile:
First Indian Corporation Private Limited, a
subsidiary of The First American Corporation, is a leading
provider of offshore transaction and technology services to the
Real Estate Information and Mortgage Industry with over 6,000
professionals in our offices in Bangalore, Hyderabad and
Mangalore. The company ensures customer delight by offering
continuous improvement combining its domain, business and process
understanding with quality management process, world-class talent
and strong management focus. Department Profile: FASLO (First
American Subordinate Lien outsourcing) basically deals with the
servicing of second lien mortgage loans both performing and
non-performing. Also deal with forbearance underwriting, loss
mitigation of the non performing loans, Recovery, Bid at Sale,
Bankruptcy management, Loan monitoring and also used to do
underwriting for the refinance of the loans depending on the
client criteria. Key Responsibilities &
Achievements o Heading a team of 32 Coordinators and 3 Quality
Analysts along with management of the customer care processes for
enhancing the customer satisfaction, escalation procedures,
adherence processes and one-time problem resolution
techniques. o Significantly contributed in transitioning,
transformation and delivery of 2 Inbound/Semi voice processes.
Key activities included Knowledge Transfer toolkit, Base lining,
Process mapping, Volume Progression, Reporting mechanisms,
training modules & plotters, process understanding, OJT plan, SLA
validation, offshore training and delivery, planning and
designing the knowledge transfer process. o Involved in handling
overall operations entailing effective people management,
managing the performance matrix and setting performance benchmark
for the team, performance appraisals, schedule adherence,
succession planning, team building initiatives, team conflict
management, consistency in high group morale, employee problem
recognition and problem resolution. o Strived towards increasing
the revenue per seat by effective capacity planning, seat
utilization. This has led to improved revenue for the unit and
the delivery centre. o Implemented numerous processes to enhance
better quality grades for customer care
representatives. o Engaged in Quality Assurance functions
involving identification of effective and non-effective quality
procedures. o Successfully implemented new practices namely the
process dashboards that enhanced visual management, quality
administration, quality management team, focus groups, and data
capture and analysis mechanisms. o Conducted various training
sessions & developed a training module for re-training/refresher
training processes. o Engaged in handling the HR related
functions, viz. recruitment, interviewing candidates to meet the
process man power requirements. o Coordinating with the clients
through telephone conferencing on areas of process
performance. o Conceptualized and designed various training
manuals, plotters and SOP’s during OJT. o Preparation of
SOP’s for the SAS 70, Audit certification From Price water
coopers. o Implementation of correct control measures to
maintain secured ness for the client data. o Successfully
handling loans of 13 different clients. o Taking various
initiatives for increase the agent level productivity for
reducing head count.
subsidiary of The First American Corporation, is a leading
provider of offshore transaction and technology services to the
Real Estate Information and Mortgage Industry with over 6,000
professionals in our offices in Bangalore, Hyderabad and
Mangalore. The company ensures customer delight by offering
continuous improvement combining its domain, business and process
understanding with quality management process, world-class talent
and strong management focus. Department Profile: FASLO (First
American Subordinate Lien outsourcing) basically deals with the
servicing of second lien mortgage loans both performing and
non-performing. Also deal with forbearance underwriting, loss
mitigation of the non performing loans, Recovery, Bid at Sale,
Bankruptcy management, Loan monitoring and also used to do
underwriting for the refinance of the loans depending on the
client criteria. Key Responsibilities &
Achievements o Heading a team of 32 Coordinators and 3 Quality
Analysts along with management of the customer care processes for
enhancing the customer satisfaction, escalation procedures,
adherence processes and one-time problem resolution
techniques. o Significantly contributed in transitioning,
transformation and delivery of 2 Inbound/Semi voice processes.
Key activities included Knowledge Transfer toolkit, Base lining,
Process mapping, Volume Progression, Reporting mechanisms,
training modules & plotters, process understanding, OJT plan, SLA
validation, offshore training and delivery, planning and
designing the knowledge transfer process. o Involved in handling
overall operations entailing effective people management,
managing the performance matrix and setting performance benchmark
for the team, performance appraisals, schedule adherence,
succession planning, team building initiatives, team conflict
management, consistency in high group morale, employee problem
recognition and problem resolution. o Strived towards increasing
the revenue per seat by effective capacity planning, seat
utilization. This has led to improved revenue for the unit and
the delivery centre. o Implemented numerous processes to enhance
better quality grades for customer care
representatives. o Engaged in Quality Assurance functions
involving identification of effective and non-effective quality
procedures. o Successfully implemented new practices namely the
process dashboards that enhanced visual management, quality
administration, quality management team, focus groups, and data
capture and analysis mechanisms. o Conducted various training
sessions & developed a training module for re-training/refresher
training processes. o Engaged in handling the HR related
functions, viz. recruitment, interviewing candidates to meet the
process man power requirements. o Coordinating with the clients
through telephone conferencing on areas of process
performance. o Conceptualized and designed various training
manuals, plotters and SOP’s during OJT. o Preparation of
SOP’s for the SAS 70, Audit certification From Price water
coopers. o Implementation of correct control measures to
maintain secured ness for the client data. o Successfully
handling loans of 13 different clients. o Taking various
initiatives for increase the agent level productivity for
reducing head count.
Product Manager/Project Manager/Manager/Supervisor/Team Leader at Ocwen Financial Solutions Private Ltd. , Bangalore, INDIA
January 2005 – September 2006
Company Profile:
Ocwen is a global financial services company
offering cutting-edge Knowledge Processing Solutions to forward
thinking companies in mortgage, finance, insurance and other
sectors. It is the largest global provider of outsourced
transaction processing solutions for the mortgage industry with
more than 3,500 employees at operations in North America, Europe
and Asia. Founded in 1988 and headquartered in West Palm Beach,
Florida, Ocwen is publicly traded on the New York Stock Exchange
under the symbol OCN. Ocwen specializes in the management of
sub-performing and non-performing assets requiring a “hands
on” approach. In the past decade Ocwen has managed more than
$405 billion distressed real estate debt on its own
behalf. Department Profile: The department is responsible
for monitoring loans in Bankruptcy ensuring that the requirements
of the Bankruptcy code are met. The department also ensures Real
Estate Settlement Protection Act (RESPA) guidelines are met in
terms of payment posting, escrow and fees and cost
assessment. Key Responsibilities & Achievements o To check
the quality of the loans which are being processed by the
coordinators on a daily basis. Actively involved in preparing the
quality manual by giving appropriate weight age to the errors
based on their criticality and their future effects on the loan.
o Training the new coordinators on the process and the new
procedures which are implemented for the improvement of the
process. Also involved in preparing the Bankruptcy manual and the
PowerPoint presentations of the process and presenting it to the
department effectively. o To ensure that the borrower(s) under
Bankruptcy is/are adhering to all the rules of the Bankruptcy Law
and to bring the loans out of Bankruptcy as soon as possible, if
there is a violation of the Bankruptcy laws. o Involves
identifying loans that are filed for Bankruptcy and monitoring
them to ensure that the requirements of the Bankruptcy Court are
met. o Maintaining a Portfolio of about 500 loans, responding to
emails, Resolving Complicating Issues, Preparing Reports,
updating follow-ups, working on status-codes. o Responsible for
making critical decisions on the loans handled, after thorough
analysis of the loan and various court documents. o To interact
with Bankruptcy Attorneys and Trustees in United States of
America. o Opening new Bankruptcy Modules after verifying the
debtor information on intimation of new BK Filings from the
Courts, Foreclosure Department & Attorney Firms. o Mastered the
process of analyzing acquired loans in detail to get to know the
present status and filing of Transfer of Claims and thorough
review of complicating Transaction Histories of the
Prior-Servicer. Processes Handled in the Bankruptcy
Department o Handled Chapter-7 BK Portfolio. o Handled
Chapter-13 (1st and 2nd lien) BK Portfolio. o Handled
Quality-Check of Proof of Claims prepared by associates across
the floor and also was in the BK Filing Verification
Team. o Took over acquired Simple-Interest Loans
Portfolio. o Presently, Handling recently acquired portfolio of
500loans from American Business Financial services as the Prior
Servicer. o Full time Trainer on Bankruptcy Procedures and
Forbearance underwriting since one year. o Handle
Cross-Department seminars on the Bankruptcy procedures and
workflows. o Part of testing-team for new applications and
upgraded versions. Achievements in the
department o Successfully worked on a project of correcting
misapplied payments & suggesting the rolling of due dates &
change of the Principle Balance of 900 Loans with evidentiary
justification on each loan. o Began to train newly joined
associated in five months of joining the
organization. o Promoted to the Acquired Loans portfolio in 10
months. o Was given the responsibility of acting Team-Lead to
approve MFR referrals and other Documents before they are sent
across for filing. o Received a lot of appreciation from the
U.S. Management and Attorney firms in handling projects and
complicated issues.
offering cutting-edge Knowledge Processing Solutions to forward
thinking companies in mortgage, finance, insurance and other
sectors. It is the largest global provider of outsourced
transaction processing solutions for the mortgage industry with
more than 3,500 employees at operations in North America, Europe
and Asia. Founded in 1988 and headquartered in West Palm Beach,
Florida, Ocwen is publicly traded on the New York Stock Exchange
under the symbol OCN. Ocwen specializes in the management of
sub-performing and non-performing assets requiring a “hands
on” approach. In the past decade Ocwen has managed more than
$405 billion distressed real estate debt on its own
behalf. Department Profile: The department is responsible
for monitoring loans in Bankruptcy ensuring that the requirements
of the Bankruptcy code are met. The department also ensures Real
Estate Settlement Protection Act (RESPA) guidelines are met in
terms of payment posting, escrow and fees and cost
assessment. Key Responsibilities & Achievements o To check
the quality of the loans which are being processed by the
coordinators on a daily basis. Actively involved in preparing the
quality manual by giving appropriate weight age to the errors
based on their criticality and their future effects on the loan.
o Training the new coordinators on the process and the new
procedures which are implemented for the improvement of the
process. Also involved in preparing the Bankruptcy manual and the
PowerPoint presentations of the process and presenting it to the
department effectively. o To ensure that the borrower(s) under
Bankruptcy is/are adhering to all the rules of the Bankruptcy Law
and to bring the loans out of Bankruptcy as soon as possible, if
there is a violation of the Bankruptcy laws. o Involves
identifying loans that are filed for Bankruptcy and monitoring
them to ensure that the requirements of the Bankruptcy Court are
met. o Maintaining a Portfolio of about 500 loans, responding to
emails, Resolving Complicating Issues, Preparing Reports,
updating follow-ups, working on status-codes. o Responsible for
making critical decisions on the loans handled, after thorough
analysis of the loan and various court documents. o To interact
with Bankruptcy Attorneys and Trustees in United States of
America. o Opening new Bankruptcy Modules after verifying the
debtor information on intimation of new BK Filings from the
Courts, Foreclosure Department & Attorney Firms. o Mastered the
process of analyzing acquired loans in detail to get to know the
present status and filing of Transfer of Claims and thorough
review of complicating Transaction Histories of the
Prior-Servicer. Processes Handled in the Bankruptcy
Department o Handled Chapter-7 BK Portfolio. o Handled
Chapter-13 (1st and 2nd lien) BK Portfolio. o Handled
Quality-Check of Proof of Claims prepared by associates across
the floor and also was in the BK Filing Verification
Team. o Took over acquired Simple-Interest Loans
Portfolio. o Presently, Handling recently acquired portfolio of
500loans from American Business Financial services as the Prior
Servicer. o Full time Trainer on Bankruptcy Procedures and
Forbearance underwriting since one year. o Handle
Cross-Department seminars on the Bankruptcy procedures and
workflows. o Part of testing-team for new applications and
upgraded versions. Achievements in the
department o Successfully worked on a project of correcting
misapplied payments & suggesting the rolling of due dates &
change of the Principle Balance of 900 Loans with evidentiary
justification on each loan. o Began to train newly joined
associated in five months of joining the
organization. o Promoted to the Acquired Loans portfolio in 10
months. o Was given the responsibility of acting Team-Lead to
approve MFR referrals and other Documents before they are sent
across for filing. o Received a lot of appreciation from the
U.S. Management and Attorney firms in handling projects and
complicated issues.
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