DEEPTI PATEL

• Consulting with clients to assess and meet short- and long-term financial goal
• Interviewing clients to determine income, expenses, financial objectives and risk tolerance in order to develop successful financial plans
• Advising customers on advantages and disadvantages of different product decisions in alignment with individual needs
• Developing and deepening relationships with new and existing clients to advance progress and improve business.

· Improved CSAT scores from 60% to 90% in a span of 9 months, took first time resolution scores to 90% and above, improved SLA adherence from 70% to 90% and above across all regions and across all service channels. (calls/emails/chats)

· Compared and analyzed actual to expected results and reported deviations for resolution.

· Conducted gap analysis of various business processes contributing to learning solutions and change management processes.

· Inspected, removed and replaced redundant processes to minimize workflow disruptions and facilitate agile software development

· Reorganized and revised standard operating procedures to streamline processes to ensure business continuity and improve communication and collaboration.

· Led CEO and daily scrums, enterprise client meetings to track the project deliverables and eliminate any bottlenecks to adhere to client SLA’s for timely and qualitative release cycles.

· Learned new testing methods through continued education and research.

· Produced test scripts for new automated software testing rounds using Selenium, Jira.

· Trained end users on software and hardware functionality, best practices and protocols.

· Worked with off-site teams to complete timely UAT tests and fostered agile culture of analytical thinking and precision to diagnose quality issues.

· Collaborated with stakeholders to identify, investigate and verify complex records and potential risk issues.

· Developed process manuals, release notes, configuration notes to assist in knowledge management initiatives of the projects.

· Developed Service CatLog to prioritize L1, L2 tickets to adhere to ITIL incident and problem management processes, thereby improving adherence to client SLA’s.

· Completed transactional audit checks across different service channels (calls/emails/chats/letters) to assess the conformance to quality standards

· Coached and offered improvement insight to team of 20 analysts, boosting efficiency in Quality Assurance department.

· Monitored recorded calls, gave audit feedbacks, mentored and coached front line associates to deliver excellent customer experience while answering mortgage servicing queries.

· Diverse experience of compliance adherence in US mortgage servicing domain across processes like customer service, collections, loan resolutions, underwriting, liquidation resolutions etc.

· Identified troublesome processes which deviated from quality standards and recommended corrective actions. Improved quality adherence from 85% to 95% annually, by driving incremental changes on monthly basis.

· Conducted calibrations across business units and ensured that the process deviations remain within acceptable threshold of less than 3%.

· Maintained up-to-date knowledge of company and federal regulations to drive product quality, consistency and compliance.

· Spearheaded the revamp of QA scorecard to comply with the changing federal regulations and delivered excellent results by completing the change process successfully.

· Created, edited and updated process manuals and technical documentation used by entire QA team.

· Compiled data on quality issues and vulnerabilities and reported findings with suggestions for improvement.

• Consulted with customers to resolve service and billing issues pertaining to mobile/telephone subscription and network
• Upheld privacy and security requirements for customer information
• Cultivated impactful relationships with customers and drove business development by delivering product knowledge and providing upgrades to tariff plans and mobile handsets
• Delivered solution-based strategies to customers to solve pending issues on accounts
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries
• Coached and motivated new employees, driving performance development within team
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support
• ( AHT of 3 min, average number of calls 75/day, QA scores 95% and above )
• Referred unresolved customer grievances to designated departments for further investigation
• Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas
• Collaborated with multiple cross functional teams to solve pending issues of customers within the TAT thereby improving service level adherence.

· Led the team of 15-20 front line customer service associates responsible for answering billing and service related queries pertaining to direct to home satellite services.

· Maintained 0% attrition for successive 8 quarters thereby increasing ROI for the Organization. (2009-2010)

· Outshone as the team of the year by consistently overachieving the monthly team KPI’s for successive four quarters in the year 2009.

· Organized shift assignments to meet expected coverage demands by factoring in typical volumes and upcoming schedule changes.

· Delivered fast, friendly and knowledgeable service for routine questions and service complaints thereby improving customer experience.

· Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.

· Demonstrated excellent communication skills in resolving product and consumer complaints.

· Assisted staff with resolving complex customer issues and implementing targeted solutions which improved FTR adherence from 70% to 90% and above.

· Evaluated employee job performance and motivated staff to improve productivity.

· Upheld quality control policies and procedures to increase customer satisfaction.

· Delivered continuous training to associates to maximize performance and customer relations skills.

· Monitored phone calls/emails/letters/chats to provide feedback and coaching.

· Set clear expectations and helped employees pursue optimal paths for achieving each target.

· Led team engagement to assist cross-functional departments and achieve goals.

Rolled out operational improvements and solutions to deliver top-notch customer service.