John P K

 CURRICULUM VITAE JOHN P K 1322, 50ft Road , Near Water Tank, Kumaraswamy Layout Bangalore, Karnataka 560078 Mob:- - Email:- C R E D E N T I A L S CAREER OBJECTIVE___________________________________________ Seeking a career with an organization, which offers a wide area of expertise and provides room for improvement in an innovative and challenging environment and an opportunity to prove, improve and grow along with the Organization. STRENGTHS__________________________________________________ Good versatility and adaptability and quest to learn Extensive knowledge of US Mortgage industry. Ability to manage multiple tasks in a pressured environment Trained in Six Sigma and Lean as part of Professional Requirement. Passionate, flexibility, innovativeness and extremely results-driven Good communication, presentation, organizational and negotiation skills Talented Trainer. Skilled young professional with integrity. Committed to quality and excellence. Proficient in all facets of office procedures. Effective interactive with all levels of management. Capable of working under pressure and as a team. Young, Enthusiastic, Punctual and Creative Understand and communicate the Organization's priorities and support managers in working towards them. Present clear and concise information in response to queries. Deliver outputs on time and to the agreed standard. Diplomatic approach towards clients. CAREER HISTORY____________________________________________ Frameworks Creative (Start Up) Period: December 1st, 2020 - To April 30th, 2021 Department: Client Servicing Job Role: Head of Operations Roles and Responsibilities Continuous monitoring of adherence of the team to organization values Performance goal setting and review of the team members Adroit in conducting periodic reviews, identifying & mitigating risks, measuring metrics, tracking project progress, and submitting status reporting. Responsible for charting out revenue achievement plan client wise and horizontal wise Identify new areas of development for the department and skilling requirement for the team Interact with Client to understand their requirement. Define the requirements of the program as per the client brief & Align the team accordingly Prepare proposals with estimate Cigma Events Pvt Ltd. (Note* Bangalore office shut down due to COvid-19 Pandemic) Period: Sept 20th, 2019 - To November 20th, 2020 Department: Client Servicing Job Role: Account Manager Business Managed: 5 Cr Roles and Responsibilities Interact with Client to understand their requirement. Define the requirements of the program as per the client brief & Align the team accordingly Prepare proposals with estimate Coordinate with various other internal departments to relevant to the successful execution of the project. Schedule and / or Attend customer meetings Attend performance review meetings on projects with clients Clients Handled (mentioned only ones with highest time dedicated without any order) Intel Oracle 22/7 Shobiz Experiential Communication Pvt Ltd. Headquartered in Mumbai with a network of branches across India. Shobiz supported by an alliance of strategic partnerships across the globe. With enduring client relationships that date back to the inception of the company, a client roster that sports more Fortune 500 companies than it lacks and over 3 decades in this business, Period: Sept 7th, 2018- To September 18th, 2019 Department: Client Servicing Job Role: Account Manager Business Managed: 1.5 Cr Roles and Responsibilities Interact with Client to understand their requirement. Define the requirements of the program as per the client brief & Align the team accordingly Prepare proposals with estimate Coordinate with various other internal departments to relevant to the successful execution of the project. Schedule and / or Attend customer meetings Attend performance review meetings on projects with clients Clients Handled (mentioned only ones with highest time dedicated without any order) Dell Intel UI Path Few Project Managed Highlight: Dell Inside Sales Incentive – Customer Incentive Program across PAN India Intel - IT Connect Event: Annual event for Intel IT internal team. Intel 20 Year Celebration (Hyderabad): Internal Event celebrating 20 yrs of Innovation Intel CS Meet: An event for Internal Marketing Team UI PATH UI PATH BOOT CAMP EVENT 2019: Internal Event for UI Path internal employees Kestone Integrated Marketing Services Pvt Ltd. Founded in 1997, Kestone IMS Pvt. Ltd. is at an enviable leadership position today. Kestone are into Events, Manpower, Customized Engagement Program, Designing & Digital Marketing (http://www.kestone.in/ ) Kestone closely works with companies like Dell, CISCO, 3M and Intel etc to name a few. Period: Jun 2015 – Sept 7th, 2018 Department: Customized Engagement Program: CEP is one of the important wings on Kestone. Job Role: Project Manager Team Size: 150+ Direct Reports: 20 Business Managed: 6cr Roles and Responsibilities Interact with Client to understand their requirement. Define the requirements of the program as per the client brief & Align the team accordingly Prepare proposals with estimate Coordinate with various other internal departments to relevant to the successful execution of the project. Adroit in conducting periodic reviews, identifying & mitigating risks, measuring metrics, tracking project progress, and submitting status reporting. Responsible for charting out revenue achievement plan client wise and horizontal wise Identify new areas of development for the department and skilling requirement for the team Schedule and / or Attend customer meetings and make proposal presentations Attend performance review meetings on projects with clients Conduct periodic trainings or hire trainers to ensure skilling needs of team members are up to date. Continuous monitoring of adherence of the team to organization values Maintain and foster harmonious co-working environment between team members and other departments Performance goal setting and review of the team members Create proposals base to learning and share with Management to attract new business. Clients Handled (mentioned only ones with highest time dedicated without any order) Dell Lenovo Microsoft Intel Few Project Managed Highlight: Dell Designathon – An event in a format of 24 hr Hackathon for the Designing Community across 4 cities Dell SB Month: Customer Incentive Program across PAN India Achievements Has successfully handled 25 different projects in the span of 36 Months Has been able to deliver the client expectation within the deadline Has successfully set us Help Desk for Dell partners across APJ Successfully Managing another Project for Dell Indonesia Been voted “People Leader” for the month of July & October 2016 by employee. Been the Best Performer for JAS quarter 2017 Visionet Solutions Pvt. Ltd. India, Bangalore. (www.visionetsystems.com )‎ It is in US mortgage business for the past 15+ years with the areas of expertise in Title Services, Property Appraisal Underwriter Pre and Post Closing, Property Taxes, Flood Zone Determination etc…. Quality Assurance Dept I am working as the Lead for Quality Assurance Department. Visionet has a centralized Quality Assurance Department who does the auditing for majority of the operations within Visionet. The functions include auditing the sample size of 10% of the files processed by the business unit. I have nineteen Analysts working with me. December 2012 to February 2015 Job Profile Building up the Quality Assurance Department Build Up the Quality Assurance Hand Book- Defining the functions of Quality Assurance in Visionet India Create Forms and SOP documents specific to the process Apply weighting and scoring schemes that promote essential process behaviors Track and monitor improvement Provide management with timely reports documenting observations from reviews. Calibrate and standardize evaluation scores Identify and align training needs. Highlight improvement needs against both Critical to Quality (CT non-critical) aspects Assist in implementing changes or modifications to the Quality Assurance department’s evaluation process. Analyze findings from process reviews and develop reports to highlight trends/ opportunities for improvement. Implementation and maintenance of an effective Quality Control Program within the Organization. Identification of any quality problems and recommend changes in quality standard where necessary. Maintaining an accurate set of documents confirming the accuracy and control of the Quality Assurance Program. Adroit in conducting periodic reviews, identifying & mitigating risks, measuring metrics, tracking project progress and submitting status reporting. Collecting data, preparing data collection plan and template, sample size calculation, data cleaning, data stratification. Base lining activities across various platforms through Statistical methods and Time & Motion study and FTE Estimation Preparing Power Point presentation and discussing with the top management in Monthly Operation Review Setting up a quality process. Designing & identifying specification of sub-processes. Preparing critical to customer and critical to bank quality parameter. Identifying business improvement opportunity in various processes and improving the process. Identifying process gap and process flaw and recommending improvement opportunity Coordinate with business to ensure alignment to customer requirements Participate in conference calls/calibration calls with the clients aimed at process improvement Report & analyze data using Minitab and Excel with the help of quality tools as in Pareto, Ishikawa and run charts Maintain performance data, analyze and create action plans to enhance performance Team Management Identify, train, motivate and monitor the performance of team members to ensure efficiency in process operations & meeting individual & group targets Creating & sustaining a dynamic environment that fosters development opportunities & motivates high performance amongst Team members Six Sigma Project I am part of the Process & Quality Improvement projects undertaken in Visionet. Was part of the Green Belt project undertaken to improve the Quality of a process, and successfully increased the quality percentage from 85.12% in the month of June 2013 to 98.99% in the month of August 2013 Employee Opinion Survey Project on Attrition Reduction in Cycle Time Tools Used: Project Selection Metric Project Charter SIPOC Pareto Analysis Histogram RCA Project Documentation Process mapping 7QC tools Ocwen Financial Solutions, Bangalore, India Risk Management Team – Quality Assurant Dept Worked as a Quality Analyst who analyze the daily inflow of the calls/communication with the customer and was promoted as Sr. Quality Assurance Analyst, handling a team of 15 Quality Analyst Quality assurance in customer service refers to the process of monitoring and grading representative interactions to ensure a quality customer experience. This is accomplished by providing specific feedback and coaching regarding each phase of the interaction August 2005 to June 2012 Ocwen is the industry leader in servicing high – risk loans; both residential and commercial mortgage loan servicing in United States. Ocwen makes clients loans worth more by leveraging superior processes, innovative technology and high - quality global human resources. Quality Assurance department is responsible for measuring service quality in the organization which includes customer satisfaction, compliance and process effectiveness. The Quality Assurance department performs process related audits across the organization. This team is a part of the Risk Management group led by the Chief Risk Officer. Job Profile Perform quality assurance of call and process reviews for all Customer Contact and Processing departments in Ocwen. Analyze findings from process reviews and develop reports to highlight trends/ opportunities for improvement Implementation and maintenance of an effective Quality Control Program within the Organization. Identification of any quality problems and recommend changes in quality standard where necessary. Verification that quality problems have been alleviated and corrected. Conduct internal audits. Maintaining an accurate set of documents confirming the accuracy and control of the Quality Assurance Program. Provide management with timely reports documenting observations from reviews Assist in implementing changes or modifications to the Quality Assurance department’s evaluation process. PROFESSIONAL QUALIFICATION_________________________________ Graduate ACHIEVEMENTS Certified BPO Team Leader by QAI PERSONAL DETAILS: Date of Birth: 30-May-1982 Nationality: Indian Languages known: English, Hindi, Malayalam, Tamil & Kannada Passport No: H- References available on request. DECLARATION: I hereby declare that all the above information is true to the best of my knowledge & belief. Place: Bangalore Date: (John P K)