·        June 2007 to date:

Designation: Assistant Manager Operations.

Process: Commercial Loan Services Wachovia Bank.

Overview: Back end operations for customer research and resolution for Commercial Loan Services.

Key Responsibilities:

-         Transitioning process using Train The Trainer module.

-         Setting up a reporting structure and designing the management information system.

-         Managing day to day operations and people.

-         Transitioning of process and establishing business as usual.

-         Ensuring process metrics are met while achieving the highest level of quality with Integrity.

-         Ensuring compliance at all operational activities.

-         Ensuring high energy and motivation levels on production floor.

-         Ensuring high levels of customer satisfaction.

-         Ensuring employee retention by proper career guidance, career vision and job appraisals.

-         Ensuring all employee concerns are immediately addressed.

-         Ensuring success is shared for stronger team bonding.

Span: 10 Process Associates / Developers + 01 Management Trainee.

·        July 2006 to May 2007:

Designation: Management Trainee.

Process: Adjustments Wachovia Bank.

Overview: Back end adjustments process for check and debit copies faulty trasactions.

Key Responsibilities (other than above):

-         Ensuring success of the pilot phase.

-         Led a team of 06 Process Associates / Developers.

-         Perform Quality checks and ensure process compliance.

·        March 2004 to June 2006:

Designation: Escalation’s Specialist.

Process: Healthcare Financial Services GE Capital.

Key responsibilities:

-         Ensure timely resolution on all customer escalations.

-         Ensure targeted collections of late fee, property tax and insurance items in Commercial Leasing Portfolio.

-         Engaging in negations and settlements to ensure end customer satisfaction.

-         Ensure sharing best practices for enhanced team bonding.

·        August 2002 to February 2004:

Designation: Process Associate / Developer.

Process: Sundry Collections Vendor Financial Services GE Capital.

Overview: Sundry item collections and negotiations ensuring customer retention.

Key Responsibilities:

-         Meeting collection metric with high levels of customer quality.

-         Rendering collection solutions / reconciliation.

-         Ensuring process compliance.

·        April 2001 to August 2002:

Designation: Process Associate.

Process: Initial Collections Vendor Financial Services GE Capital.

Overview: Collection on initial delinquent accounts.

Key Responsibilities:

-         Achieving targeted delinquency levels.

-         Rendering collection solutions and payment services.

Educational Qualifications

q       Pursuing Bankers certification on Commercial Lending with American Bankers Association.

q       Bachelor in Hotel Management with Robert Gordon University, Aberdeen, Scotland (1997-2000).

q       Diploma in Hotel management with Institute of Advanced Management Kolkata (1997-2000).

q       First division holder in both ISC and ICSE (1995 – 1997) with science and computers from Boy’s High School and College, Allahabad, U.P.

q       6 Sigma (DMAIC).

q       Lean Training.

q       Front Line Manager’s Training.

q       Coaching Skills.

q       Corporate Communications.