Lavanya CV

Experience

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  BA Continuum India Pvt. Ltd.

  Jul 2008 - May 2013

  Business Analyst(Team Developer)

  • Dealt with collecting, verifying, updating and uploading customer sensitive financial data and documentation as required for various loan/mortgage workout and modification workout options.• Worked in Property Retention, communicated with the Line Of Business for the removal of events/flags to prevent the property from going into foreclosure, providing help and assistance to BOFA customers to retain their property. Worked to ensure the highest quality standards and service level proficiency to gain customer satisfaction.• Enhanced a tool with the goal of reducing a step which helped the business in saving US $ 20K/year. • Trained and mentored customer service agents by being a subject matter expert and promoted supportive, performance-oriented atmosphere.• Handled a small team of 8, identified their areas of improvement, coached and helped them in improving their quality scores and performance. • Collaborated with the Operations head and the senior management in identifying the process gaps and provided solutions to improvise the processes. Show less

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  CALLHEALTH SERVICES PRIVATE LIMITED

  Nov 2015 - Oct 2017

  Enabler-Data analyst

  • Handled end-to-end process on SOS device for female officer security, created a process document and trained more than 200 female officers on the same.• Defined and documented the process of alerts and escalations management within Stakeholder Engagement Centre (Officer Portal). Collaborated with the technology by providing functional requirements to technology team in automating the process.• Worked on message management project by mapping use cases to various roles across all delivery businesses right from order initiation till closure.• Developed business dashboards using excel automation to provide actionable insights to business heads of various departments. Show less

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  Reflections Info Systems

  Mar 2022 - now

  Senior Business Analyst