Desmond Joseph

______________________________________________________________________________
Mobile: 9985901183, Email: Vindes7718@yahoo.com
Plot no 105, SNC 127, Santoshi maa colony ,Safilguda, Hyderabad.
_____________________________________________________________________________
Summary of Qualifications
Result-oriented leader with proven success in managing Operations, in the
Service Industry for 10 years, committed to provide atmosphere of
exceptional employee morale and impeccable customer service. Having
experience in Migrating work and robust success in completing complex
projects and timelines.
Synopsis
Highly motivated, solution-focused professional with around 10 years
of experience having an impressive record of achievements within all
facets of customer-service management and Back-office operations,
administration and across diverse industries.
A professional with rich & valuable experience in customer service,
banking operations with key focus on top line profitability
Adapt at a wide variety of call-centre related business activities
including client servicing, team management, training, and quality
assurance and planning/scheduling.
Build and maintain strategic business/client relationships while
interfacing positively with people of diverse backgrounds
Adept in delivering value-added customer service and achieving
customer satisfaction by providing customized solutions as per
requirements
Ability to manage multiple tasks without compromise to quality or
productivity.
Proven mentoring skills and excellent organization skills
Possess strong communication and inter-personal skills with the ability
to learn new processes and systems quickly.
Was a key member of the award-winning Team of the Quarter
______________________________________________________________________________
Professional Experience
Work Experience: 1
______________________________________________________________________
Black Knight Financial Solutions Hyderabad - Mortgages Dept
Team Leader, 4th March 2013 to 19th June 2015.
Roles and Responsibilities
Acquired high-level understanding
associated business areas

of

relevant

processes

and

 Analyzed business trends, established volume forecasting and planned

capacity and resources effectively
Managed work for quality and ensured compliance with audit
requirements
Liaised with training/Technology teams and other business areas for
business / migration purposes.
Designed cross training initiatives to meet business and operational
needs
Created a supportive work environment driven by people centric
values
Maintained the reward and recognition process established for the
team and individuals
Led various Audit preparation and ensured successful satisfactory
audits
As a member of the Call Coaching forum, ensured effective steps were
taken in order to improve the overall effectiveness of calls.
Ensured ongoing monitoring of performance through effective delivery
of 1:1s, Appraisals and Personal Development Plans for all Team
executive
Designed cross training initiatives to meet business and operational
needs
Created a supportive work environment driven by people centric
values
Maintained the reward and recognition process established for the
team and individuals.
Work Experience: 2
_________________________________________________________________________
BA Continuum India Pvt Ltd Hyderabad Bank of America Mortgages Dept
Team Developer, March 2007 December 2012
Worked with Home Retention Division was part of Home loans and
Insurance. The Home Retention Department (HRD) deals with making
calls to the customers and collecting the due payments.
Provided floor support to the team in identifying and reducing the error
percentages
Worked along with the Quality & Compliance Delivery team to
complete and maintain quality productivity in the team
Was responsible to prepare various process and audit reports on
weekly/monthly/daily basis
As a quality coach audited and mentored the team on the process,
quality parameters in line with the policies
Worked with the associates in ensuring business protocol was always
maintained and there were no violations and security breach
Played a collections specialist role by helping delinquent customers in
making their monthly mortgage payments.

 Negotiating and collecting payments for Mortgage loans from the

clients
Setting delinquent customer on payment plan, providing appropriate
solutions like Repayment plan, Special forbearance, Loan Modification,
short sale etc to
Studied the delinquent cases with a view to derive learning and
sharing the same with the team
SLAs on the various parameters like commitment, performing
commitment, absenteeism, adherence, AHT, ACW etc has been met
consistently.
Was quick in learning the process, and have processed volumes with
100% Quality and Accuracy.
Proven skills in mentoring teams to work in sync with the corporate set
parameters & motivating them in achieving business and individual
goals.

Work Experience: 3
_________________________________________________________________________
HSBC Electronic Data Processing India Pvt Limited. (HDPI)
Mentor - December 2003 December 2006

Imparted training to new staff by evaluating the existing learning

curve and remapping the same
Training provided on all inbound call activity; complex procedures and
queries
Call monitoring and feedback for the growth of associates and the
process.
Handled the 24x7 inbound processes with focus on taking escalated
calls
Managed customer relationship within the set framework of procedures
and compliance regulations and meeting customer needs across all
channels.
Timely assessment and understanding of customer expectations and
resolve issues efficiently.
Nurtured long-term business relationships with clients, offering
impressive record of service and reliability.
Demonstrated proficiency with product knowledge
Mapping clients requirements and coordinating in developing,
implementing and transitioning processes in line with the guidelines
specified by the client.
Handled effective relationship management, acting as a point of
escalation, reviewing performance, checking client satisfaction and
extending the relationship accordingly.
Liaising with new and existing clients, managing new business
problems and providing a customized business solution for the
resolution of problems and achieving quality services for resolving
customer complaints on performance bottlenecks.

 Ensured high-quality customer experience, elevating customer

satisfaction, while adhering to the SLAs and work processes and thus
managing cost-effective operations.
Work Experience: 4
_________________________________________________________________________
Hotel Quality Inn, DV Manor, Vijayawada
Lobby Manager - October 2001 October 2002
Responsible for handling the lobby.
Acted as ambassador of the hotel and improved guest relations.
Responsible for regular administrative duties as well as full and parttime staff.
Training of all employees working any shift and coaching, counseling,
and disciplining all the shift employees.
Duties included offering general information to visitors including giving
directions to events on and off the facilities grounds, offering
information on local events and facilitating hotel accommodations
Education
B.Com :- St Marys college, CMJ University,