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- 1. Himanshu Shekhar Garg E- Mail: garghimanshu1985@gmail.com || Mobile No: +91-8805262546, +91- 7385358590 CLIENT SERVICE & PROCESS OPERATIONS KPO/ BPO Industry Combining strong client satisfaction and operational communications expertise to promptly establish efficiency, resolve problems, and optimize productivity INTRODUCTION Operation Leader with nearly 8 years of experience in driving process improvement, client support and quality initiatives to increase revenue, profitability and competitive advantage. Strategic Planning and Execution | Operations Excellence | Process Management Program Management | Client Satisfaction | Time Management and Prioritization Problem Resolution | Training and Development | MIS Management Experienced and high-performing professional, offering advanced competency and strong qualifications in KPO/ BPO operation administration and operations, along with exceptional skills in evaluating critical business needs. Specialization in the Finance domain Foreclosure, Bankruptcy. In-depth understanding of Life of a Loan (Residential Mortgage). Track record of success in optimizing and improving productivity while maximizing bottom-line results. Armed with sound judgment and decision-making skills; coupled with exemplary leadership aptitude in constructing strategic vision, generating financial success, and delivering positive results across business functions. BUSINESS HIGHLIGHTS Recognized as a competent professional with big-picture vision, leadership, and tenacity to successfully accelerate organizational revenue growth. Renowned as articulate communicator, strategist, and negotiator; accustomed to establishing positive relationships with clients, staff, and high-level personnel. Known as a team builder with superior talents to foster a team-spirited atmosphere based on open communication and mutual respect. Delivers solutions-driven clients service in multiple roles, leveraging a natural ability to build rapport, assess needs, and determine best practices to solve problems and meet needs for people of all ages and position s. Combines comprehensive understanding of organizational policies and processes with detailed listening skills to provide creative and immediate conflict resolution. EMPLOYMENT DETAILS Mendiratta Business Solutions Pvt. Ltd., Pune Team Leader Since Dec13 Mendiratta Business Solutions Pvt. Ltd. is a KPO, which provides solutions support the entire spectrum of the loan life cycle, from origination to settlement services and aims a providing complete services to its clients and aiming at providing best services to other sectors too. Role covers: Overall responsibility for client-facing operations for company line of business. Maintains strict adherence to timelines and deadlines while ensuring detailed accuracy in all operational processes. Combines broad understanding of organizational policies & processes to provide creative and immediate conflict resolution. Spearheading web based application project designed for Property Management as Administrative tool useful for educational institutes, hospitals. Key Contribution Distinction of setting up the company and process with a team of 50 FTEs. Structured process and quality initiatives to facilitate improvement in operations, analyzing reports including process dashboard and team performance reports. Reengineered client service infrastructure by initiating and implementing business action plans, enhanced existing department processes. Actively involved in capacity planning & forecasting, evaluating and representing clients business requirements & perform feasibility analysis. Improved client-facing responsiveness for Foreclosures and Bankruptcy, and efficiency by standardized support center processes. Key clients served: US Attorney firm looking into Florida, New Jersey and New York State Foreclosures, Bankruptcy and legal Matters. Created use case, activity and logical component for transfers audit, follow ups pertaining to legal matters with the client and county personnels.
- 2. Indian Explosives Ltd. (Orica Mining Services), Gomia Technical Supervisor May11 Feb12 (Consultant) Indian Explosives Limited (IEL) is a wholly owned subsidiary of Orica Mining Services, Australia and has manufacturing facilities in all the mining belts in the country. It is a leader in blasting and explosives technology. Key Contribution Drove Experimental Designs, carried out trials at plant. Enhanced effectiveness by testing the product and analyzing results. Conducted facilitation for report making and circulation. Involved in reviews and discussions and deciding on way forward. ISGN (ISG NovaSoft Technologies Ltd.), Bangalore Analyst Oct09 May11 Key Contribution Demonstrated expertise in managing loans in Bankruptcy pull: o Bankruptcy module loaded in accurate time. o Interacting with Bankruptcy counsel to find current Bankruptcy position and work accordingly. o Liaising with Bankruptcy counsel for Bankruptcy related issues. o Closing Bankruptcy without any delays. Led smooth flow of information for business decision making, updating system with required information from the Bankruptcy Counsel and our client. Functioned effectively in ensuring: o Investor Interest is protected at all times. o Foreclosure of the property happens within the stipulated timeline. Ocwen Financial Solution Pvt. Ltd., Bangalore Foreclosure Coordinator Feb07 Oct09 Title Resolution Specialist Key Contribution Facilitated foreclosure sales through identification of liens, encumbrances, chain of title, fraud, ownership, /equitable interest, validity of mortgage issues. Engaged in: o Reviewing collateral and loan documents for filing Title Insurance claims. o Filing Title Insurance Claims with the Underwriter for the Resolution of the Title Issues. o Following up for Title Insurance claims status with Underwriter for speedy resolution of Issues. o Coordinating with Foreclosure counsel for foreclosure related issues. Registered material claims in coordination with the Legal Department for Contested/Litigated files. Played a key role in ensuring: o Investor Interest is protected at all times. o Mortgaged property is taken to sale within the Freddie Mac timeline for the state. Effectively handled loans portfolio and ensured no unwanted delays in foreclosing on the property. ACADEMIC MBA (Masters in Business Administration) All India Institute of Management & Technology 2015 B.Sc. EIILM University, Sikkim 2012 DBA (Diploma in Business Administration) Institute of Management Studies & Training 2008 IT SKILLS MS Office OTHERS Selected for Youth Parliament for State Level. PERSONAL DETAILS Date of Birth: 23rd April 1985 Address: C Wing, Flat No. C-403, Dreamville, S. No. 35/4/2, Kalepadal, Behind Gliding Center, Hadapsar, Pune - 411028 Languages Known: English and Hindi