Bradley Wellington

Analyze and improve process by applying DMAIC principles in the IT Service delivery processes and ensure continual improvement in the process and global metrics which are aligned to ITIL framework.

Implementation the Best Practices across the Service Desk Accounts. Experienced in Defining, analyzing, reviewing and giving feedback on project performance, profiles of every roles and setting new targets.

Investigate the exceptions and SLA breaches in the IT delivery and identify the definite root cause with help of the technical experts. Implement lean levers and Six Sigma process in the Delivery queue to eliminate waste and streamline the processes.

Ensure audit readiness of the account by conducting internal quality audits.(ISO 20K)

Serving as liaison between Customers and Internal Support Teams to expedite resolution

Process owner for Incident Management, Problem Management and Change Management, for all Customers (including post-resolution tasks).

Supervising the financial stability of the operation to procure a healthy P&L margin and to comply with company wise budget initiatives. Project Management associate leading PMO's efforts locally by implementing and executing transformation initiatives according to their execution field.

Acting as the point of contact for the customer, when operational processes and procedures must be implemented as part of changes, adaptations or transformations.

Directly participating on complementing processes that lead to a better functioning of the operation, by detecting gaps and analyzing conducts.

Working as a team with the customer to design and execute a continuously improved service, taking into consideration the fundamentals of providing a superior end-user- experience

Root cause analysis and action plan designing to operational events, delivering a thorough investigation to customers and internal upper management to keep every component on the same page.

Building and maintaining strong customer relationships through continuous monitoring of technical performance of our products to suggest proactive actions to obtain the highest ROI.

Procuring superior quality assurance through daily review of team’s performance and root cause analysis of severity 1 issues.

Defining and producing specific documentation to support knowledge.

Lead release management end to end activities and ensure compliance to quality in release management execution defines and enforces standards and processes for release management across all environments.

Managing day-to- day operations for systems engineering and end-user support, entailing budget administration, policy & procedure development, information technology design, procurement and implementation.

Leverage broad competencies in defining and executing strategic plans, capability roadmaps, policies, processes.

Set a high standard of accomplishment in germinating enterprise initiatives through elicitation of business requirements, gap analysis and developing transitional/future state reference architectures, technology blueprints for rationalization, optimization, consolidation and merger related transformations. Plan and execute internal projects and track them till their closure.

Understand and gather functional and technical requirement from end user and ensure deliver it through change management process, Vendor Management, Stake holder Management and Risk Management.

Job Profile:

Mortgage industry - Work force management team.

Responsibilities:

 Providing voice support to mortgage customers.
 Assisting customers on queries related to ARM, NEG-ARM, HELOC, FIXED and CONVENTIONAL Loans.
 Answering queries on ESCROW. (Taxes and Insurance)
 Handled a team of 50 members.
 Facilitating team huddles every day.
 Consistently updating the agent’s of the new process to be followed and implement it on calls.
 Floor walking and guiding the agent’s on the call.
 Handling 3rd level calls if required.
 Taking care of the inventory of the hardware components PC’s, handsets, headsets etc.
 Preparing the Vintage report of the floor.
 Monitoring Team performance based on various performance metrics as Quality, AHT, etc.
 Floor management.
 Taking care of the floor statistics, meeting the floor SLA. Preparing roster for process trainings, Quality feedback, team meetings, Manager skip’s, leave tracker, scheduling, Billing details for the employees.
 Preparing the default AUX & floor work code report (Daily & Monthly).
 Preparing the Utilization reports which helps in analyzing how efficient an agent is doing in the ratio of login hours : calls taken which helps in our transaction pricing (Daily & Monthly).Preparing daily reports/weekly call center score card/monthly utilization & shrinkage report.
 Monitoring calls and providing effective feedbacks to the agent’s, identifying the areas in which the agent’s lack and give the required training/coaching to improve their skills.
 Monitoring call queue.
 Preparing shift and break rosters.
 Conduct monthly appraisal and one on ones.
 Benchmarking agents.
 Allocating breaks & scheduling/rostering the shifts for agents (Monthly)
 Preparing the training calendar.

Job Profile:

Team Leader - Fraud detection - ERHO

Responsibilities:

 Training New Batches.
 Handled a team of 15 members.
 Monitoring Team performance based on various performance metrics.
 Following up on the performance improvement plans and tracking progress in terms of performance through feedback and mentoring.
 Delegation of work among the team.
 Testing new projects before implementation.
 Sending internal and external reports.
 Fraud Detection.