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Vivek Chikkara Resume

Vivek Chhikara is an experienced professional in process and operations management with nine years in the industry, specializing in customer service, quality assurance, and productivity enhancement. He has held roles at WNS, Better Mortgage, and Royal Bank of Scotland, focusing on improving operational efficiency and customer experience. Vivek holds an MBA in Marketing and various diplomas in management and information technology.

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20 views2 pages

Vivek Chikkara Resume

Vivek Chhikara is an experienced professional in process and operations management with nine years in the industry, specializing in customer service, quality assurance, and productivity enhancement. He has held roles at WNS, Better Mortgage, and Royal Bank of Scotland, focusing on improving operational efficiency and customer experience. Vivek holds an MBA in Marketing and various diplomas in management and information technology.

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VIVEK CHHIKARA +91 9582431144; vivekc73@gmail.

com
LinkedIn: XXXXX

PROCESS MANAGEMENT | OPERATIONS MANAGEMENT | CUSTOMER SERVICE


Sharpening Operational Performance, driving Quality, and Audit for successful process operations

BUSINESS SKILLS PROFESSIONAL SUMMARY


 Process Management
 Operations Management  Knowledgeable and dedicated customer service and process
management professional with nine years of industry
 Underwriting experience.
 File Loan Verification  Solid team player with an outgoing, positive demeanor and
 Credit Administration proven skills in establishing rapport with clients.
 Financial Statement Verification  Experienced in evaluating the effectiveness of internal
processes and encourages best practice adoption by utilizing
 Process Audits & Improvements
root cause analysis across multiple processes.
 Productivity Enhancement  Provide consistent and ongoing mentoring, coaching, and
 Quality Assurance & Control training that focus on improving processes efficiencies, morale,
 SLA, TAT and performance and employee retention
 Customer Service  Knowledge of state and federal real estate guidelines to develop
accurate supported and timely appraisals. Exceptional at
 Customer Experience, CSI
working in the field communicating with clients and organizing
 Report Generation data. Unwaveringly adapts to and incorporates the newest
 Root Cause Analysis technology and home-loan appraisal standards.
 Liaison & Coordination  Recognized for the ability to work independently or as a team
 Documentation member to accomplish goals. Strong interpersonal,
organizational, and analytical abilities. Sound professional
 Team Management & Trainings attitude, strong work ethic, and pride in personal performance.

PERSONAL DOSSIER
 Date of Birth: 11th January 1989
 Languages: English, Hindi
 Address: H 968 Sector-7 Dwarka,
Delhi 110075

CAREER OVERVIEW

WNS, March, 2022 – Till Date


Analyst

 Working for Google wherein serving US customers in their Google Ads Process.
 Helping them in building their bidding strategy as per their marketing objectives.
 Working on keyword planner and targeted location which includes creating a new campaign that suits best with
their business.
Better Mortgage, July, 2021 – February, 2022
Analyst – Real Estate

 Acted as a liaison between agents and clients and extended best in class home buying experience by guiding
them through their real estate purchase transaction.
 Holds the credit of converting maximum leads into active clients through persistent and diligent follow-ups.
 Capably offered a full spectrum of operational support such as scheduling, checking availability, contacting
Listing agents and making the home available for tour.
 Administered full support to pre-approved borrowers through the home buying process.
 Owned up cascading important updates and communications to the team members in absence of the manager
which ensured all the agents/ team members are updated with the relevant information.
 Collated a detailed step-by-step process guide for a new process and workflows introduced which acted as a
ready reckoner for the team members and helped improve the productivity.

Royal Bank of Scotland Business Services Private Limited, September, 2014 – July, 2021
Senior Associate

 Tasked with the responsibility to audit chats and secure messages on “My sheet” and share observations with
the team members with an aim to improve quality which led to achieving the team score of 80%.
 Ensuring adherence to the SLAs/ SLE’s, risk & control norms as well as RBS policies for the Webchat (Digital
Customer Support) channel.
 Ascertaining that all the transactions are carried out as per approved process/procedures and within agreed
Turn Around Time/Service Level Agreement.
 Shared observations and feedback with the team members around quality standards, quality scores, analysing
root cause and organising process trainings for skill enhancement.
 Carried out investigations to identify root cause of the issues, recommending appropriate measures for
improving process delivery, risk mitigation and enhancing customer experience.
 Introduced and implemented several industry best practices for improving process efficiency significantly.
 Brought in substantial improvement in customer experience by launching several process improvement
initiatives.

PRECEDING ASSIGNMENTS

2012 – 2014 IBM as Customer Care Executive

EDUCATION OVERVIEW

 MBA in Marketing from SMU from Sikkim Manipal University | 2013


 Post graduate diploma in Industrial Relation & Personnel Management from Bhartiya Vidya Bhavan, New Delhi
| 2010
 Graduate Diploma in Management & Information Technology from JIMS, Rohini, Delhi | 2009
 Bachelor’s in Computer Aided Management from Guru Nanak Dev Amritsar University, Punjab | 2009

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