Collaborated with QA, engineering, CS, Product and other Internal Teams to drive improvements in Support processes and tooling.
Acted as a liaison between Internal Clients & Support for all Programs & Projects including New product Launches and Product improvements, Content Management.
Presented data analysis to company executives in weekly, biweekly, and monthly meetings and made recommendations in the light of the latest operational developments.
Conducted Data analysis to highlight pain points impacting Customer experience and optimized relevant processes for superior efficiency.
Led Ownership initiative project bases on First call resolution to increase customer satisfaction. Conducted Audits based on Customer feedback to improve Processes, SOPs, and Customer Experience. 

• Dialed on different Mortgage Campaigns including Nationstar Mortgage.
• Informing customers about recent promotions.
• Listening to customer’s queries and transferring calls to required department.

 Recruits, interviews, tests, and selects employees to fill vacant positions.
 Plans and conducts new employee orientation to foster positive attitude toward Company goals.
 Coordinates management training in interviewing, hiring, terminations, promotions, performance review, safety, and sexual harassment.
 Analyzes wage and salary reports and data to determine competitive compensation plan.

 Managing client communication.
 Dealing with the range of customers and handling general enquiries.
 Solving queries of offshore customers.
 Following organisational complaints procedures.
 Helping customers with loan and mortgage applications.
 Using a computerised system to update account details.
 Training and orientation of newly hired employees