Mohit Singh

• Individual coaching and training for team meetings each month

• Provide in the moment support to the team on loans

• Taking the lead in operational cadence, like running the team Mitigation meetings

• Assist in the rebuild of Settlement knowledge hub

• Ongoing maintenance and verification of settlements knowledge hub

• Lead change roll outs including training the teams and educating stakeholders

• Plan, facilitate and oversee training of new starters

• Project work; take initiative to create and lead projects that link back to business objectives and goals i.e Speed & Efficiency, Drive Employee Accountability and Engagement and/or Embed Quality and Compliance

• Taking the lead on day to day operations ensuring all lines of business are covered and working the queues when required

• Maintain a healthy team environment and keep team members motivated.

• Managing day to day operations such as leaves, task allocations, meetings, escalations, supporting team members and stake holders.

• Delegate tasks among team members and set their daily goals.

• One-on-one meetings with team members.

• Quality assurance check for the team and having meetings to discuss their statistics.

• Organise coaching sessions for team members.

• Presenting settlement statistics on a weekly basis in operations management meetings.

• Helping team members mitigate risks and provide exceptions where needed managing daily, weekly, and monthly meetings with members of different teams to learn and share information about compliance, sales, credit activities, and customer service.

• Managing biometric issues and id check escalations

• Supporting team members with internal refinances, loan cancellations and broker phoneline scenarios.

• Initiated proactive problem-solving measures by anticipating potential challenges within the settlement process and taking appropriate action.
• Managed high-volume caseloads, prioritizing tasks to meet tight deadlines and maintaining attention to detail.
• Collaborated with legal teams to ensure accuracy and compliance in all documentation related to settlements.
• Kept up-to-date with industry regulations and changes, ensuring continuous compliance in all settlement activities.
• Answered telephone and coordinated meetings and conferences.
• Reconciling automotive and green settlement accounts on a daily basis.
• Working with networks and internal departments like sales and credit team to resolve loan settlement issues.
• Working with broker support, brokers and business development managers to help settle their automotive or green deals within SLAs and maintaining great experience with customers and brokers.

• Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
• Processed payments and applied to customer balances.
• Maintained high volume of calls and met demands of busy and productive group.
• Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
• Directed day-to-day collections functions.
• Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
• Worked in call centre environment handling manual and automatically dialed outbound calls.
• Trained new collections representatives on collections processes and incentivised team members to achieve production goals.
• Researched accounts and completed due diligence to resolve collection problems.

• Worked productively in fast-moving work environment to process large volumes of claims.
• Researched and analyzed complex claims to determine next steps and possible outcomes.
• Examined reports, accounts, and evidence to determine integrity and accuracy of information.
• Reduced turnaround time for claim settlements by prioritizing tasks and managing deadlines effectively.

• Responded to customer requests for products, services and company information.
• Recommended courses to customers, thoroughly explaining details.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
• Educated customers on promotions to enhance sales.

• Provided primary customer support to internal and external customers in fast-paced environment.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
• Responded to customer requests for products, services and company information.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Educated customers on promotions to enhance sales.

• Teaching English to students, preparing them for Pearson Test of English (PTE).
• Clearly communicating learning goals and listening to student responses.
• Collaborating with colleagues to design and deliver innovative learning modules.
• Advised students individually and in groups on academic programs for individual interests.
• Taught classes and presented self-help or information sessions on subjects related to education and career planning.
• Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.
• Offered friendly and efficient service to all customers, handled challenging situations with ease.
• Served customers in afriendly, efficient manner following outlined steps of service.
• Created spreadsheets using Microsoft Excel for daily, weekly, and monthly reporting.

• Trained employees on their job duties and how to manage their tasks effectively in a busy environment.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
• Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
• Maintained energy and enthusiasm in fast-paced environment.
• Handled day-to-day running of food orders and functions ensuring high levels of productivity and progression.
• Used coordination and planning skills to achieve results according to schedule.

• Assisted customers with choosing plans, determining cost and understanding the benefits of using Western Union.
• Conducted promotional and marketing events throughout Adelaide.
• Cash handling and taking payments.
• Maintained records and Excel spreadsheets.
• Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.

• Maintained high levels of confidentiality to protect data quality and project research.
• Analyzed data to determine which theory to select for further research.
• Designed and carried out complex laboratory experiments to assess effectiveness of solar panels and wind mills.
• Upheld all university and regulatory requirements for documentation of findings.
• Recorded data from research to allow for accurate analysis.
• Developed unique research into Renewable Source of Energy.

• Provided information to hospital doctors on the company’s surgery instruments.
• Talked with patients about their surgeries and made instrument recommendations.
• Conducted administrative work including paperwork, entering data into spreadsheets.
• Consistently met company KPIs.