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Nirmalya Sarkar
Flat No-2, Punit CHS, Plot no-88, Sector-6, Age:-41 years
Koperkhairane, Navi Mumbai-400709 Home Phone:022-27551831,
Cell Phone:-9881247933
Email: nsarkar2007@gmail.com
BUSINESS LEADERSHIPPROFILE
Focused, results-oriented, professional with 11+ years experience in progressively responsible
positionsincludingmanagementof 30 personteam.Financial Service orientedwithprovenability to
provide team-spiritedleadershipformaximumproductivity. Skilled at communicating effectively to
attaincompanygoals.Proficientatdevelopingandimplementingtrainingprogramswithhighdegree
of energy and enthusiasm.
Competenciesinclude:
 Creation/deliveryof reportsandpresentations, researchandanalysis.
 Supervision,TrainingandCareercoachingMulti-tasking/workloadmanagement
 QualityandSix Sigma
 Call centeroperations
 Issue resolutionNegotiations
 SubjectMatter Expert
PreferredWorkLocations:
Mumbai, Pune,Hyderabad,Bangalore
Professional Experience
Willis Processing Services(India) Private Limited, Mumbai,MH Dec-2014- Present
Senior Associate- Willis North America (Skyline Team)
 Successfully Completed the exams leading toward the CISR designation of
Society of Certified Insurance Service Representatives. (CISR)
 Mentoring and helping associates in daily activities and tasks assigned from the Local Offices
in USA.
 Interact with the Local Offices in New York and New Jersey,understanding process flow and
updates and cascading the same to team members.
 Completing daily Quality Checks for the activities assigned to associates to ensure adherence
to policy and procedures and minimize errors.
 Participating in Open day Recruitment Drive of Willis , and helping the Operations and HR
teams in their recruitment process.
 Training new hires with completing their mandatory Insurance Modules and Process Training
modules
 Have trained new hires in mandatory modules like (AML) Antimony Laundering and KYC
(Know your Customer).
Achievements:
 Has been chosen as one of the most outstanding performers in the Midyear Appraisal for
Multitasking, training, Process Knowledge and Mentoring.
 Have successfully completed, Train the Trainer Certification of Willis.
Bank Of America Continnum INDIA Pvt Ltd., India, Mumbai, MH June 2008- August 2014
Team Developer (Global Quality Monitoring Team)
 AuditingloansprocessedbyHome loansandAssetServicingteamstocheckif all policyand
procedureshave beenadheredtowhile processingthe loans.
 Auditingcollectioncallstakenby the teammembers tocheckif the teammembers have followed
the policiesandproceduresas perthe federal collectionslawsandprocessrequirements.
 Providingfeedbacktoteammembers onadailybasis.
 CertificationSessions fornewhiresandgivingthemfeedback.
 Analyzingthe defectsandcreatinganaction planto improve the teammember’s performanceand
reducingthe defects.
 Usedthe RCA (RootCause Analysis) methodologyforacase Study:- Reduce Voice Critical Errors.
 UsedSix Sigmaprocess(DMAIC) to drive improvementsinqualityscoresandalsousedLean
principle to eliminate unnecessaryprocess steps.
 FMEA to assessthe riskinherentinthe qualityprocessanddevelopanactionplanto mitigate it.
 Studiedthe variousconceptstowardsGreenbeltCourse Map:-Thoughtmap,DMAIC,SIPOC,Process
map, C&E matrix,FMEA,Waste Identification,Batch vsFlow,WorkLoad balance,ActivityAnalysis,
RapidProblemSolving,BasicStatistics,Control Chart,MSE,Processcapability,Visual Management,
StandardizedWork,Control Plans.
 Helpingthe transactionmonitoringteamtocreate variousreportstohelp inanalyzingthe process
performance
 Conductingweekly Calibration sessions to ensure that Operations and Quality teams are the same
level of understanding.
 Conductweekly meeting with the teams to cascade process updates, analyzing team performance
and answer queries.
 Interact with Line of Business with respect to outlook and goal, set for the rest of the month and
design action plans.
 Deliver as per the Line of Business and Operations expectations.
 Worked on creating Best Practice Replication ideas for process Improvements- Snipping tool,
 Quick Reference Guide for new Joiners’, and detailed Process Chart to simply a process.
 Monitor and report Key Risk Indicators (KRI’s), Thresholds and Triggers for a process.
 Document, manage and mitigate Audit, Regulatory and Self Identified Issues.(SIAI)
Achievements:
 Won Silver Award for best performance in the month of Nov 2013.
 Won SilverAward(Dec-2011) forthe bestteam forimplementing- Associate ImprovementPlan(AIP),
Quality Monitoring Tool, Automated Email Feedback, Structured Quality Review Appeal and
Reporting Process.
 Won the Silver Award for the Best Team in June, 2011.
Bank Of America Continnum INDIA Pvt Ltd., India, Mumbai, MH January 2005 - June 2008
Customer Service Representative (Collections)
Workedas a Customersupportexecutive forMortgage collectiondivision,providingdebtcounseling
and modificationoptionto bringtheiraccountscurrentat the same time,assistingthe customersto
improve theirfinancial conditioninordertoqualifyforvariousbankofferedmodificationoptions.
 Mentoringnewhiresinthe process.
 CustomerVisionAwardforexceptional customerservice
 Awardfor achievingexcellentCSATscoresoncallsand sharingitwithpeers.
Customer Service Associate
Tech Mahindra, Mumbai, MH Oct 2003 - Dec 2004
 Workedas a Customersupport andTechnical Support executivefortheirmobile phones divisions.
 Assistingthe customerswiththeirhandsetissues,takingescalationcallsandmentoring.
Event and Production Executive
Pritish Nandy Communications, Mumbai, MH Sept 2002 - Sept 2003
 Workedas a ProductionExecutive
 Assistingthe ProductionteaminPre andPostproductionof a Film, Liaisingwiththe Media.
 Workedinvariouseventslike FilmPromotions.
Education and Credentials
 KolkataUniversity,StXavier’sCollege,Bsc,1995, (Topped Kolkata University with 64%)
 Institute of ManagementStudies,Indore,MastersinAdvertising&PublicRelationsManagement
(1998-2000)
 DiplomainFilmand Television Production,XavierInstitute of Communications,Mumbai (2000-2001)
Hobbies and Interests
 Photography, reading and watching movies.
Summary
Good understanding of the data analysis. Proficiency in customer service and transaction
monitoring environment, handling queries or providing support. Instrumental in designing
and training associates on different aspects of customer support and data analysis.
Understanding of team dynamics using a team to maximize performance.
References
 RameshJoshi,SeniorAssociate,WillisProcessingIndiaServicesPvtLtd, ContactNo-
9819212158
 SukhwinderSinghBal,AssistantManager, (Global QualityMonitoringTeam),BA Continuum
IndiaPvtLtd. Contact no-9892866635,
 RajdevSingh, AssistantManager(Home LoanandAssetServicing),BA ContinuumIndiaPvt
Ltd. Contactno-9324296523
 Dimple KapadiaJanee,AssistantManager (Home Loanand AssetServicing),BA Continuum
IndiaPvtLtd. Contact no-9004790489

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Nirmalya Sarkar-Resume.

  • 1. Nirmalya Sarkar Flat No-2, Punit CHS, Plot no-88, Sector-6, Age:-41 years Koperkhairane, Navi Mumbai-400709 Home Phone:022-27551831, Cell Phone:-9881247933 Email: nsarkar2007@gmail.com BUSINESS LEADERSHIPPROFILE Focused, results-oriented, professional with 11+ years experience in progressively responsible positionsincludingmanagementof 30 personteam.Financial Service orientedwithprovenability to provide team-spiritedleadershipformaximumproductivity. Skilled at communicating effectively to attaincompanygoals.Proficientatdevelopingandimplementingtrainingprogramswithhighdegree of energy and enthusiasm. Competenciesinclude:  Creation/deliveryof reportsandpresentations, researchandanalysis.  Supervision,TrainingandCareercoachingMulti-tasking/workloadmanagement  QualityandSix Sigma  Call centeroperations  Issue resolutionNegotiations  SubjectMatter Expert PreferredWorkLocations: Mumbai, Pune,Hyderabad,Bangalore Professional Experience Willis Processing Services(India) Private Limited, Mumbai,MH Dec-2014- Present Senior Associate- Willis North America (Skyline Team)  Successfully Completed the exams leading toward the CISR designation of Society of Certified Insurance Service Representatives. (CISR)  Mentoring and helping associates in daily activities and tasks assigned from the Local Offices in USA.  Interact with the Local Offices in New York and New Jersey,understanding process flow and updates and cascading the same to team members.
  • 2.  Completing daily Quality Checks for the activities assigned to associates to ensure adherence to policy and procedures and minimize errors.  Participating in Open day Recruitment Drive of Willis , and helping the Operations and HR teams in their recruitment process.  Training new hires with completing their mandatory Insurance Modules and Process Training modules  Have trained new hires in mandatory modules like (AML) Antimony Laundering and KYC (Know your Customer). Achievements:  Has been chosen as one of the most outstanding performers in the Midyear Appraisal for Multitasking, training, Process Knowledge and Mentoring.  Have successfully completed, Train the Trainer Certification of Willis. Bank Of America Continnum INDIA Pvt Ltd., India, Mumbai, MH June 2008- August 2014 Team Developer (Global Quality Monitoring Team)  AuditingloansprocessedbyHome loansandAssetServicingteamstocheckif all policyand procedureshave beenadheredtowhile processingthe loans.  Auditingcollectioncallstakenby the teammembers tocheckif the teammembers have followed the policiesandproceduresas perthe federal collectionslawsandprocessrequirements.  Providingfeedbacktoteammembers onadailybasis.  CertificationSessions fornewhiresandgivingthemfeedback.  Analyzingthe defectsandcreatinganaction planto improve the teammember’s performanceand reducingthe defects.  Usedthe RCA (RootCause Analysis) methodologyforacase Study:- Reduce Voice Critical Errors.  UsedSix Sigmaprocess(DMAIC) to drive improvementsinqualityscoresandalsousedLean principle to eliminate unnecessaryprocess steps.  FMEA to assessthe riskinherentinthe qualityprocessanddevelopanactionplanto mitigate it.  Studiedthe variousconceptstowardsGreenbeltCourse Map:-Thoughtmap,DMAIC,SIPOC,Process map, C&E matrix,FMEA,Waste Identification,Batch vsFlow,WorkLoad balance,ActivityAnalysis, RapidProblemSolving,BasicStatistics,Control Chart,MSE,Processcapability,Visual Management, StandardizedWork,Control Plans.  Helpingthe transactionmonitoringteamtocreate variousreportstohelp inanalyzingthe process performance  Conductingweekly Calibration sessions to ensure that Operations and Quality teams are the same level of understanding.  Conductweekly meeting with the teams to cascade process updates, analyzing team performance and answer queries.  Interact with Line of Business with respect to outlook and goal, set for the rest of the month and design action plans.  Deliver as per the Line of Business and Operations expectations.  Worked on creating Best Practice Replication ideas for process Improvements- Snipping tool,  Quick Reference Guide for new Joiners’, and detailed Process Chart to simply a process.
  • 3.  Monitor and report Key Risk Indicators (KRI’s), Thresholds and Triggers for a process.  Document, manage and mitigate Audit, Regulatory and Self Identified Issues.(SIAI) Achievements:  Won Silver Award for best performance in the month of Nov 2013.  Won SilverAward(Dec-2011) forthe bestteam forimplementing- Associate ImprovementPlan(AIP), Quality Monitoring Tool, Automated Email Feedback, Structured Quality Review Appeal and Reporting Process.  Won the Silver Award for the Best Team in June, 2011. Bank Of America Continnum INDIA Pvt Ltd., India, Mumbai, MH January 2005 - June 2008 Customer Service Representative (Collections) Workedas a Customersupportexecutive forMortgage collectiondivision,providingdebtcounseling and modificationoptionto bringtheiraccountscurrentat the same time,assistingthe customersto improve theirfinancial conditioninordertoqualifyforvariousbankofferedmodificationoptions.  Mentoringnewhiresinthe process.  CustomerVisionAwardforexceptional customerservice  Awardfor achievingexcellentCSATscoresoncallsand sharingitwithpeers. Customer Service Associate Tech Mahindra, Mumbai, MH Oct 2003 - Dec 2004  Workedas a Customersupport andTechnical Support executivefortheirmobile phones divisions.  Assistingthe customerswiththeirhandsetissues,takingescalationcallsandmentoring. Event and Production Executive Pritish Nandy Communications, Mumbai, MH Sept 2002 - Sept 2003  Workedas a ProductionExecutive  Assistingthe ProductionteaminPre andPostproductionof a Film, Liaisingwiththe Media.  Workedinvariouseventslike FilmPromotions.
  • 4. Education and Credentials  KolkataUniversity,StXavier’sCollege,Bsc,1995, (Topped Kolkata University with 64%)  Institute of ManagementStudies,Indore,MastersinAdvertising&PublicRelationsManagement (1998-2000)  DiplomainFilmand Television Production,XavierInstitute of Communications,Mumbai (2000-2001) Hobbies and Interests  Photography, reading and watching movies. Summary Good understanding of the data analysis. Proficiency in customer service and transaction monitoring environment, handling queries or providing support. Instrumental in designing and training associates on different aspects of customer support and data analysis. Understanding of team dynamics using a team to maximize performance. References  RameshJoshi,SeniorAssociate,WillisProcessingIndiaServicesPvtLtd, ContactNo- 9819212158  SukhwinderSinghBal,AssistantManager, (Global QualityMonitoringTeam),BA Continuum IndiaPvtLtd. Contact no-9892866635,  RajdevSingh, AssistantManager(Home LoanandAssetServicing),BA ContinuumIndiaPvt Ltd. Contactno-9324296523  Dimple KapadiaJanee,AssistantManager (Home Loanand AssetServicing),BA Continuum IndiaPvtLtd. Contact no-9004790489