Vidya Kaja

 Vidya Kaja - SME(Subject Matter Expert) (- Hyderabad, TS. ============================================================================= OBJECTIVE To take up a challenging and dynamic position in an organization that allows my contributions to be mutually benefitting for the growth of both – organization and myself. ============================================================================= Experience: About 10 years experience in the BPO industry with a successful track record in leading teams in Operations. Organization 1: Team Coach Supervisor, Team Developer, Embedded Coach BA Continuum India Pvt. Ltd. Worked in 4 different processes (Was Cross Trained on 3 different processes apart from the Core Process) I) ACDV and AUD Queues in Credit Reporting: March 2012 – 9th July 2013 Credit reporting deals with customer disputes. We majorly handle disputes taken up by four major credit bureaus in U.S. Four major credit bureaus: Equifax, Experian, Transunion & Innovis Our role is to process disputes which we receive from four major credit bureaus within 48 hour TAT. II) IDICCT- India Data Integrity Centralized Corrections Team: March 2010 – March 2012 Issue with mailing address. Process to find the Valid Address and find the reason why the previous mails were not reaching the customer with the mailing address. The purpose of this procedure is to ensure that the borrower's mailing address is correct. When the mailing address is incorrect, it prevents the borrower from receiving their statements (i.e. Monthly, Half yearly & Yearly End Statement) and other important mailings that are sent out by Bank. III) Reconciliation: July 2005 – March 2010 {Pilot Process} 4.5 years of experience in Reconciliation: Deals with Verification of Cheques and Account Reconcilement. Verifying Rejected cheques and releasing them online to the customer. On the decision of the customer releasing payment or returning the cheque. Reconciling payments of the customer’s business accounts with information provided time to time by the customer and sending reconciliation statements to customer. Checking the reconciliation statements that will be sent by the team. Checking the account release status of the entire team size of 30 working for 5 sites of the BANK OF AMERICA (United States). Once verification is completed the cheques will be released online to the customers to give their decision to Pay or Return the Cheque. If the customer doesn’t give the decision we will go by the Default decision opted by the customer at the time of opening account. Cross trained on Billing Rejects: Process deals with treasury management services provided to customers and the bills getting rejected due to some reasons. The Bank provides many services for the customer, according to their wish and charges them for the services provided. Due to some reason the Bills are getting rejected and the bank is getting loss. In order to cover the loss the Billing rejects team will find the reject reason and send a mail to client manager regarding the issue. We have to follow up the client manager and resolve the issue in 60days of time or escalate it to onshore team for further research. Cross trained on Credit Reporting (MHA): We check the delinquency of the loans and update the customer through E-Oscar, which is a online data base. Cross trained ARM :(Adjustable Rate Mortgages): ARM, an acronym for Adjustable Rate Mortgages is also known as variable rate mortgage or a floating rate mortgage. While in a fixed-rate mortgage the interest rate stays the same throughout the life of the loan, an ARM loan’s interest rate changes periodically. An ARM loan typically has a lower initial interest rate than a fixed rate mortgage loan. The interest rate can also stays fixed for a certain period of time before it begins to fluctuate. Projects: 1 Automation of updating the list of accounts: Time saving of 41.45 hours per month of the team. Reduces errors and increase accuracy. 100% Accuracy in Updating the lists of accounts. Manual updating the list of accounts will be eliminated. With using this macro, 41 hours of time saved annually. This enables the process to send balance recons in time in Balancing week Saving 41 hours per month apprx for team. Reduces errors and increase accuracy. Tools used: FMEA and Control Plan Projects: 2 Automation of Mails: Time saving of 76 hours per month of the team. Reduces errors and increase accuracy Projects:3 NVA steps reduction in search the documents in Iportal. 10% productivity improvement. Total time saving per month in both the queues {SC and WC}(Hours) : 54.844 Total savings per year (Hours): 658.13 Tools used: VSM, FMEA, Control Plan and TMS. RECOGNITIONS & AWARDS Received R & R for best performance – WOW card. Was given the SPIRIT MEDALLION award. Won “Employee of the Month” for outstanding performance Received SILVER AWARD for 100% quality work recognition for Q2. ACHIEVEMENTS : Filled in for role of Team Lead on quite a few short-term responsibilities Delivered effective training sessions for newcomers coming from other teams Performed very proficient roll-off and knowledge transfer when moving to another PROCESS Volunteered for extra-curricular activities and charity events for festivals and BACS celebrations Performed activities necessary for updating transports for a team of 25 Been a part of new queue migration( New mailbox – Transmittal letters) Got opportunity to work under 5 different states Trained close to 30 associates (New joiners) Quality role ‘C’ certificate in NCC – the highest certification for Cadet Corps Roles and Responsibilities: Acted as a TL quite a few times, as per the requirement Involved in - exporting files and updating associates Been a part of MBR calls (Monthly business review) Delivering 100% quality work Been a part of LOB (Line of Business) calls Cascading updates Getting calibrated with LOB quality team and sharing the same with India team Preparing different kinds of reports like production reports, FTE utilizations reports, quality reports, error analysis reports etc. Sending beginning and end of the day volume status Scheduling and conduction meetings related to process Coordinate with Support & Function teams like Training, HR, Transport, etc. Hosted warm-up sessions to inspire team in a positive, proactive manner to increases productivity Encouraged and promoted openness and teamwork in the team Empower staff to take ownership and responsibility Communicate process updates to the entire team in a timely manner and organize refresher trainings for team members to ensure continuous improvement Handled team size of four for a state and supported LOB partner. Organization 2: Nov 9th 2013 to Oct 6th 2014 Worked with Amazon as Customer Service Representative for 11 months. Worked on Kindle Device and its application. Technical queries were handled. Organization 3: Cognizant Oct 9th 2014 – June 10th 2016 Client: Supervalu Client Profile: Supervalu is a United States grocery retailer and distributor. It is the third largest food retailing company in the United States and is listed on the fortune 100 list. Supervalu uses oracle as ERP platform and all the accounting entries are routed through Oracle. Supervalu uses T-Recs- an automated reconciliation tool for reconciliation of cash and non-cash accounts. Responsibilities at Work: Reconciling Depository and Corporate cash accounts • Reconciling between the Bank transactions V/S Stores on a daily basis. • Research on the variances between Bank and Store. • Email to stores, Treasury, and third parties in case of any discrepancies in order to clear the open items. • Reconciling Disbursement accounts, ZBA accounts, Wire accounts and Concentration and Master Concentration accounts. • Posting of Recurring and non recurring Journal entries in Oracle. • Performing Positive pay- An activity to research on the genuinity of checks presented at bank for the day. • Variance Analysis of periods, quarters and years. • Performing Period End Reconciliations. • Adherence to SOP and making necessary changes to SOP with new updates. Technical Skills: Computer skills – MS – Office (Word, Excel, Power point) Operating systems – Windows 2000 & 2007. EDUCATION: EPGDBM (Post Graduate Management Degree) from SIBM – Symbiosis Institute Of Business Management -) Bachelors in Commerce from Kasturba Gandhi Degree College -) LANGUAGES: English, Hindi, Telugu, Marathi HOBBIES: Music & Gardening PERSONAL INFORMATION: Date of Birth: Jan 24th, 1984 Gender: Female Marital Status: Married Address: Venkateswara Colony, Saroornagar, HYDERABAD – 500 035, AP