Name - Veeresha M. Shankaraiah
Mobile: 9886611497
Email: Veeru8008@gmail.com

Job Objective:
To be a part of fast and growing organization, where I can enhance and excel my capabilities and achieve business goals within desired timelines.
Personal Profile
I am a hardworking and motivated person who has acquired extensive knowledge in the field through my experience. I have strengthened my skills in the work environment with over 17 years of experience involving a multitude of analytical task. Moreover, I have contributed immensely to improving the business by successfully managing inbound calls, outbound calls, written communication, internal Audits and call quality resulting in increased performance and productivity.

Computer Excellency
Ø Operating System - Windows 98 & 2007
Ø Proficient in Microsoft Excel, Power Point , Outlook & Word Documents
Ø Conversant with various Email packages and Internet Explorer 8.0
Ø Achieved Certificate of Office Automation with in organization.

Organizational Experience

Company Name 1 – LandMark Technologies
Duration – October 26, 2002 through April 30, 2005
Designation – Sales and Service Co-ordinator

Responsibilities:
Ø Sales and servicing / purchasing electronic Equipment’s (Solar UPS, Inverters, Electronic Ballast and Solar Street Lights).
Ø Installation and helping customers with their inquiries.
Ø Providing different types of resolution options to customers according to their needs.
Ø Reverting to customer complaints by escalating the issues to servicing team for further action.
Ø Providing detailed explanation benefits of products.
Ø Meeting Company set targets.

Company Name 2 – Hinduja TMT (HTMT)
Duration – September 09, 2005 through September 03, 2007
Designation – Customer Relationship Officer

Responsibilities:
Ø Contacting Standard Charted Platinum Customers to sell and up-sell insurance products of Royal Sundaram Health Insurance.
Ø Working in a blended process with outbound calls
Ø Providing different types of insurance resolution options to customer as per there requirement
Ø Reverting to customer complaints by escalating the insurance issues to the supervisor for further action.
Ø Providing explanation of product/schemes by comparing it with other products to fulfil
customers need.
Ø Meeting and over achieving the sales target.

Company Name 3 – Convergys India Private Limited
Duration – March 30 2007 through January 31, 2010
Designation: Sr. Customer Service Relationship Officer

Responsibilities:
Ø Worked for EBT - ECAP accounts of US government benefits. (US Inbound and Outbound)
Ø Working in a blended process by taking inbound and outbound calls.
Ø Providing resolution for their banking issues and appropriate options to customers.
Ø Reverting to customer complaints by escalating the account to the supervisor for further action.
Ø Handled Customer Complaints/escalated calls, supervising a team in absence of team manager.
Ø Handled Central Support Unit for 8 Months (Monitoring transfer of treasury Files for New
York and California counties)
Ø Acting in the capacity of a Relationship Manager and providing customer with resolution
options to their benefit account.
Ø Providing explanation of usage of EBT and ECAP debit cards.
Ø Cancelling lost, stolen or damage cards and re-issuing a new cards to customers.
Ø Assistance provided: Transaction Explanation, Account Maintenance (Change in mailing
address) and maintained good AHT.
Ø Maintained Call handling target/reducing the abandon percentage. (AHT- 1.03 Record)
Ø Handled meeting calls with state treasury department to maintain the file transfer.
Ø Achieved six sigma white belt and Yellow belt certification.
Ø Application: Citrix, Archive Data access, File Transition Tool

Company Name 4 – Accenture India Private Limited
Duration – February 15, 2010 through October 31, 2011
Designation: Sr. Customer Manager

Responsibilities:
Ø Sales and servicing of Home, Car and pet insurance. (UK In-bound)
Ø Working in a blended process by taking inbound and outbound calls
Ø Providing different types of resolution options to customer
Ø Provided Insurance coverage which fits their need.
Ø Relationship Manager (Voice) Inbound only, Special Project (Sales and servicing of the
policy)
Ø Acting in the capacity of a Customer Manager and providing customer with resolution
options to fulfil their insurance need.
Ø Up-selling other insurance products and providing adequate coverage to travel abroad.
Ø Providing explanation of requirements to be eligible for appropriate insurance.
Ø Always exceeded sales targets set by the company (Availed lot of goodies and certificates).
Ø Application: CMS - Citrix

Company Name 5: Ocwen Financial Services PVT. LTD.
Duration: November 28, 2011 through July 22, 2020
Designation: Joined as Customer Care Co-ordinator (CCC department), but due to internal Job requirement on Job rotation program I was moved to Home Retention department (HRD) as Home Retention Consultant on January 25, 2012. Further, on November 19, 2013 I was redesignated as Research Associate and moved to Research Department.

Responsibilities:
Ø As Home Retention Consultant worked on delinquent accounts of mortgage payments & collecting on
them and to provide resolution to retain the customers.
Ø Working in a blended process by taking inbound and outbound calls
Ø Providing different types of available resolution options to customer
Ø At times reverting to customer complaints by escalating the account to the supervisor for further
action.
Ø Relationship Manager (Voice) US Inbound only.
Ø Acting in the capacity of a Relationship Manager and providing customer with resolution
options to bring customers account current.
Ø Sending prefilled mortgage packages to customer to speed up the resolution process.
Ø Providing explanation of requirements to complete modification, short sale or deed in lieu.
Ø Meeting the target for number of prefilled packages sent to the customer.
Ø As Research Associate addressed all customers concerns and queries with satisfactory
resolution.
Ø Met targets set by the department.
Ø Worked with special project team for Year-end Forms.
Ø Worked with special project team for ACH enrolment.
Ø Worked with special project team for Account Maintenance activity (Updating MSP –
Customers information, loan information Screen).
Ø Application: CMS, Citrix, Vault, I-Desk, MSP (Black-knight) etc…

Academic Credentials:
Ø SSC – In April 1996 from Shanthiniketan Trust School, Bangalore.
Ø NATS – National Apprentice Training Scheme under Trade – Tool & Die Maker (TDM) in the
year 2001.

Personal Skills:
Ø Willingness to learn, good grasping power, confident and able to take initiatives
Ø Good interpersonal skills, fluent and articulate communicator.
Ø Self-motivated, goal oriented and organized, pro-active in following up.
Ø Positive attitude and ability to succeed in challenging atmosphere & under pressure
Ø Ability to deliver quality services to the client

Personal Information:
Languages Known: Kannada, Samskrita, Hindi, English, Telugu, Tamil
Date of Birth: July 15, 1980
Nationality: Indian