Amala Steffi Nivetha Stephenraj

Responsibilities:

• Served as the single point of contact for client accounts, taking complete ownership and responsibility.
• Engaged with clients to understand their needs and provided effective solutions.
• Analyzed account performance against key metrics, identifying opportunities and recommending solutions to increase efficiency and meet client KPIs.
• Monitored campaign progress, conducted data analysis, and maintained in-depth knowledge of client accounts to ensure strong adoption, followed by regular follow-ups.
• Successfully cross-sold and upsold clients on various products while ensuring a high client retention rate.
• Managed key accounts, achieving remarkable adoption rates for recommendations shared with customers.

Achievements:

• Earned multiple Top Performer of the Month awards as an Account Optimizer across all nodes from 2018 to 2021
• Awarded Top Upseller of Amazon Display Ads with global stakeholders in December 2021 and March 2022.
• Led and facilitated team meetings to resolve daily challenges, provide updates, and ensure prompt resolution of new issues by the appropriate point of contact.
• Achieved the highest adoption rate within the team and earned recognition as the top call contributor of the week on multiple occasions.
• Contributed to the core Test and Learn team to improve the internal optimization tool and address issues.
• Mentored 8 new joiners, enhancing their product and process knowledge and customer handling skills.
• Consistently featured in the Quality Wall of Fame.
• Worked in a three-member core team to clear backlogs during high-volume periods, meeting the expected timelines.
• Created and distributed daily reports to track follow-up SLAs based on customer response types, and facilitated knowledge sharing within the team. Developed an SLA feature in the internal tool with the engineering team, achieving a 92% adherence rate by project end.

Responsibilities:

• Processed tax certifications for US mortgage applications, ensuring accuracy and compliance with regulatory standards.
• Managed client documentation and ensured timely submission of required paperwork.
• Handled international voice calls with US government collectors, resolving inquiries and issues.
• Worked extensively with ATCLOSE, RESWARE (Interface), and NETRONLINE (website) platforms to manage mortgage-related data.
• Conducted quality audits of files processed by associates to ensure adherence to internal standards and regulatory requirements.
• Monitored flaws in processors' work and implemented error reduction techniques to improve accuracy and efficiency.
• Coordinated with team leads for training sessions, process monitoring, and documentation.
• Maintained up-to-date knowledge of tax regulations and mortgage requirements to support clients.

Achievements:

• Awarded as Best Performer for Q4 2015 and Q4 2016 at Visionet.
• Recognized as Best Team Member for Q2 2016, Q4 2016, and Q2 2017 at Visionet.