James Rohan

Experience

• 

  Intelenet Global Services Private Ltd.

  May 2016 - Jan 2017

  Customer service expert

  • Effective Client Interaction and management my primary responsibility is to address customer inquiries, issues, and concerns while providing excellent service and established High confidence with Clients by implementing effective solutions and plans during emergency situations and achieved TAT on client satisfaction.• Mentoring new advisors reporting to the Team on day-to-day activities and imparting Process Knowledge, primarily reviews documentation for new customer accounts, completion of Quality Checks and report to Leadership on defects• Conduct a risk assessment for complex or high-stakes tasks. Identify potential points of failure and take proactive steps to mitigate them and establish a feedback loop that encourages open communication and reporting of errors. This allows for quick identification and resolution of issues as they arise.• Achieved 85% customer satisfaction rating, reduced customer complaints by 25%, and increased average transaction speed by 20%. Show less

• 

  Vanan Online Services Inc.

  Sept 2017 - Apr 2019

  Senior Executive

  Optimized CRM systems to improve customer engagement andretention.●Led process improvement initiatives, reducing operationalbottlenecks by 15%.●Managed global freelancer teams, ensuring timely project deliverywithin SLA.●Streamlined operations for increased efficiency by identifyingbottlenecks in sales processes and implementing targeted solutions.●Cultivated a culture of continuous improvement by promoting opencommunication channels for feedback from all levels within the organization. Show less

• 

  Teleperformance India

  Apr 2019 - Jun 2021

  Mortgage Analyst

  Managed end-to-end loan processing, ensuring compliance with UKmortgage guidelines.●Enhanced team collaboration by providing clear communication ofcomplex findings through visualizations and reports.●Collaborated with cross-functional teams to identify opportunitiesfor process improvement and increased efficiency.Implemented predictive analytics models to forecast loan defaultrisks, improving approval accuracy.●Enhanced customer satisfaction by 20% through data-driveninsights and process improvements.●Worked closely with cross-functional teams to optimize lendingworkflows and reduce turnaround time. Show less

• 

  Barclays

  Jun 2021 - now

  Conducted UK mortgage underwriting, assessing borrowercreditworthiness by analyzing financial documents (tax returns, paystubs, bank statements, credit reports).●Performed KYC screening and risk assessments to ensurecompliance with FCA, AML, and UK mortgage regulations.●Manual underwriting processes using MS Excel & SQL, reducingprocessing time by 30%.●Led a team of junior analysts, improving productivity by 25%through workflow optimization.●Collaborated with UK-based stakeholders to streamline lendingoperations and enhance decision-making.●Developed Power BI dashboards for real-time tracking of loanapprovals and risk exposure. Show less Conducted UK mortgage underwriting, assessing borrowercreditworthiness by analyzing financial documents (tax returns, paystubs, bank statements, credit reports).●Performed KYC screening and risk assessments to ensurecompliance with FCA, AML, and UK mortgage regulations.●Manual underwriting processes using MS Excel & SQL, reducingprocessing time by 30%.●Led a team of junior analysts, improving productivity by 25%through workflow optimization.●Collaborated with UK-based stakeholders to streamline lendingoperations and enhance decision-making.●Developed Power BI dashboards for real-time tracking of loan approvals and risk exposure. Show less

  • Senior underwriter Mortgage Lending Operations

    Jun 2021 - now

  • SENIOR DATA ANALYST | BANKING & FINANCIAL SERVICES EXPERT

    Jun 2021 - Nov 2024