1. Himanshu Shekhar Garg
E- Mail: garghimanshu1985@gmail.com || Mobile No: +91-8805262546, +91- 7385358590
CLIENT SERVICE & PROCESS OPERATIONS – KPO/ BPO Industry
Combining strong client satisfaction and operational communications expertise to promptly establish efficiency, resolve
problems, and optimize productivity
INTRODUCTION
Operation Leader with nearly 8 years of experience in driving process improvement, client support and quality initiatives
to increase revenue, profitability and competitive advantage.
Strategic Planning and Execution | Operations Excellence | Process Management
Program Management | Client Satisfaction | Time Management and Prioritization
Problem Resolution | Training and Development | MIS Management
Experienced and high-performing professional, offering advanced competency and strong qualifications in KPO/ BPO
operation administration and operations, along with exceptional skills in evaluating critical business needs.
Specialization in the Finance domain – Foreclosure, Bankruptcy. In-depth understanding of Life of a Loan (Residential
Mortgage). Track record of success in optimizing and improving productivity while maximizing bottom-line results.
Armed with sound judgment and decision-making skills; coupled with exemplary leadership aptitude in constructing
strategic vision, generating financial success, and delivering positive results across business functions.
BUSINESS HIGHLIGHTS
 Recognized as a competent professional with big-picture vision, leadership, and tenacity to successfully accelerate
organizational revenue growth.
 Renowned as articulate communicator, strategist, and negotiator; accustomed to establishing positive relationships
with clients, staff, and high-level personnel.
 Known as a team builder with superior talents to foster a team-spirited atmosphere based on open communication
and mutual respect.
 Delivers solutions-driven clients service in multiple roles, leveraging a natural ability to build rapport, assess needs,
and determine best practices to solve problems and meet needs for people of all ages and position s.
 Combines comprehensive understanding of organizational policies and processes with detailed listening skills to
provide creative and immediate conflict resolution.
EMPLOYMENT DETAILS
Mendiratta Business Solutions Pvt. Ltd., Pune Team Leader Since Dec’13
Mendiratta Business Solutions Pvt. Ltd. is a KPO, which provides solutions support the entire spectrum of the loan life
cycle, from origination to settlement services and aims a providing complete services to its clients and aiming at
providing best services to other sectors too.
Role covers: Overall responsibility for client-facing operations for company line of business. Maintains strict adherence
to timelines and deadlines while ensuring detailed accuracy in all operational processes. Combines broad understanding
of organizational policies & processes to provide creative and immediate conflict resolution. Spearheading web based
application project designed for Property Management as Administrative tool useful for educational institutes, hospitals.
Key Contribution
 Distinction of setting up the company and process with a team of 50 FTE’s.
 Structured process and quality initiatives to facilitate improvement in operations, analyzing reports including process
dashboard and team performance reports.
 Reengineered client service infrastructure by initiating and implementing business action plans, enhanced existing
department processes.
 Actively involved in capacity planning & forecasting, evaluating and representing clients business requirements &
perform feasibility analysis.
 Improved client-facing responsiveness for Foreclosures and Bankruptcy, and efficiency by standardized support
center processes.
 Key clients served: US Attorney firm looking into Florida, New Jersey and New York State Foreclosures, Bankruptcy
and legal Matters.
 Created use case, activity and logical component for transfer’s audit, follow ups pertaining to legal matters with the
client and county personnel’s.

2. Indian Explosives Ltd. (Orica Mining Services), Gomia Technical Supervisor May’11 – Feb’12
(Consultant)
Indian Explosives Limited (IEL) is a wholly owned subsidiary of Orica Mining Services, Australia and has manufacturing
facilities in all the mining belts in the country. It is a leader in blasting and explosives technology.
Key Contribution
 Drove Experimental Designs, carried out trials at plant.
 Enhanced effectiveness by testing the product and analyzing results.
 Conducted facilitation for report making and circulation.
 Involved in reviews and discussions and deciding on way forward.
ISGN (ISG NovaSoft Technologies Ltd.), Bangalore Analyst Oct’09 – May’11
Key Contribution
 Demonstrated expertise in managing loans in Bankruptcy pull:
o Bankruptcy module loaded in accurate time.
o Interacting with Bankruptcy counsel to find current Bankruptcy position and work accordingly.
o Liaising with Bankruptcy counsel for Bankruptcy related issues.
o Closing Bankruptcy without any delays.
 Led smooth flow of information for business decision making, updating system with required information from the
Bankruptcy Counsel and our client.
 Functioned effectively in ensuring:
o Investor Interest is protected at all times.
o Foreclosure of the property happens within the stipulated timeline.
Ocwen Financial Solution Pvt. Ltd., Bangalore Foreclosure Coordinator Feb’07 – Oct’09
Title Resolution Specialist
Key Contribution
 Facilitated foreclosure sales through identification of liens, encumbrances, chain of title, fraud, ownership,
/equitable interest, validity of mortgage issues.
 Engaged in:
o Reviewing collateral and loan documents for filing Title Insurance claims.
o Filing Title Insurance Claims with the Underwriter for the Resolution of the Title Issues.
o Following up for Title Insurance claims status with Underwriter for speedy resolution of Issues.
o Coordinating with Foreclosure counsel for foreclosure related issues.
 Registered material claims in coordination with the Legal Department for Contested/Litigated files.
 Played a key role in ensuring:
o Investor Interest is protected at all times.
o Mortgaged property is taken to sale within the Freddie Mac timeline for the state.
 Effectively handled loans portfolio and ensured no unwanted delays in foreclosing on the property.
ACADEMIC
MBA (Masters in Business Administration) All India Institute of Management & Technology 2015
B.Sc. EIILM University, Sikkim 2012
DBA (Diploma in Business Administration) Institute of Management Studies & Training 2008
IT SKILLS MS Office
OTHERS Selected for Youth Parliament for State Level.
PERSONAL DETAILS
Date of Birth: 23rd
April 1985
Address: “C” Wing, Flat No. C-403, Dreamville, S. No. 35/4/2, Kalepadal, Behind Gliding Center,
Hadapsar, Pune - 411028
Languages Known: English and Hindi