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Teena KG

This document contains a resume for Teena KG summarizing her work experience and qualifications. She has over 4 years of experience in customer service roles, currently working as a Customer Care Coordinator at Ocwen Financial Services. Previous roles include technical support officer and customer support representative. She has skills in customer service, problem solving, communication and adhering to company policies and procedures.

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Shubham Mishra
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43 views3 pages

Teena KG

This document contains a resume for Teena KG summarizing her work experience and qualifications. She has over 4 years of experience in customer service roles, currently working as a Customer Care Coordinator at Ocwen Financial Services. Previous roles include technical support officer and customer support representative. She has skills in customer service, problem solving, communication and adhering to company policies and procedures.

Uploaded by

Shubham Mishra
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Teena KG Email : kgtina@gmail.

com
Contact #: +918745009333

~ Customer Service ~ Technical Support ~ Service Desk ~ Consumer


Support ~

Executive Summary

1. 4.75 Years’ of Quality experience in Consumer & Enterprise Support.


2. Current working With Ocwen as Customer Care Co-ordinator
3. Excellent Co-ordination Skills with Customers and Internal
4. Internal and external customer request processing via Phone and Email.
5. Highly motivated – Enjoy assisting clients and have a passion for learning/sharing Knowledge
and Troubleshooting
6. Good Team Worker with initiating new Ideas which helps the Team and the Company.

Experience Summary
a) Ocwen Financial Services Pvt Limited. (Mortgage) From June 2011 till february 2012.
b) Convergys (Technical Support Officer Level1) From April 2010 till February 2011
c) Firstsource (Sales, Holiday Packages) From September 2009 till March 2010
d) Cad Center (Front Office Executive) From May 2005 till May 2008

Current Company
Ocwen Financial Services Pvt Limited. (Mortgage)
Client: Captive
Designation: Customer Care Coordinator.
Responsibilities:
 Collecting monthly mortgage.
 Working out a Modification to reduce the monthly payments during the financial hardships.
 Validating the Documents Submitted for Modification Like Income proof, Financial Form bank
statements, Utility Bills, Tax Return Forms etc.
 Assisting the customer by giving the best Resolutions to retain the property during foreclosure
on the property (auction of the property when they default on monthly payments).
 Handling Tax and Insurance Queries
 Coordinating with internal departments like Cashiering dept, Home Retention Dept, Escrow
Dept etc.
 Assuring Excellent Customer Satisfaction.
 Overall End to end Servicing the Loan.

Convergys
Client: NetApp
Designation: Technical Support Officer level 1
Responsibilities:
 Fault detection in the Filers.
 Assisting consumer creating Back-up during Server maintenance.
 Raise a Ticket for Higher Technical Assistance & Follow ups
 Dispatching On-Site Engineers.
 Shipping out the parts.
 Getting in touch with 3rd party maintainers in dispatching an Engineer.
 Escalating the issues to higher level Authorities.
 Software key licensing assistance & Up gradation.
 Consumer Contact Updation.
 Head swaps.
 Also have a wide Experience In coordinating with 3rd Party maintainers Like IBM, Wipro, Unisys
etc. To arrange the Onsite engineers also to escalate the issues.
 Internal Depts, like Technical Dept., SCA Dept. regards to non-technical issues, Contract dept,
Coordination for Issue Resolution.
 Coordinating with Ups, DHL regards parts delivery and Contact changes updation
 Issue eascaltion with internal & external higher department co-ordinates.
 Eminent Clients were BMW, Facebook, Yahoo, Google, Citibank, TCS Commvault, etc.
 Customer Support & technical assistance like detection of fault in the Filers, software up
gradation, getting the license, shipping out the new parts, sending out the engineers onsite.
 Software : SAP

FirstSource
Client: Virgin Holidays
Designation: Customer Support Representative.
Responsibilities:
 Selling Holiday Packages to UK customers.
 Providing Quotations Based on Travel Metrics
 Assisting customers on travel package selection
 Customized booking of holiday packages, based on Accommodation and Dinning,
Transportations. Additional Amenities like Spa, Sports Site seeing etc.
 Also helping to hire a Car during the holidays.
 Destinations includes: Canada, Florida and Caribbean.
 Booking holidays for Special Attraction Location Like Disney Land and Cruise.
 Also Includes Cruise, adventures life Safari, Canyon, Helicopter Rides.
Skills:
 Expert in De-escalating the Call.
 Very Patient.
 Good Listener.
 Active Team member.
 Sincere and Adhering to Company Policies and Procedure.
 Good Verbal and written communication.

Educational Background
SSLC : Manipal Pre- University College – 2002 Passed With 78

PUC : MGM College Udupi – 2004

C/O : Mr. KG Rathnakar


Present Address : flat no 508, anandhdham society, opp tulsi niketan ghaziabad , uttar
pradesh 201005.
Permanent Address : Narasimha krupa, behind Indrali English Medium high School,
Kunjibettu, Udupi – 2
Sex : Female
Nationality : Indian
Languages Known : English, Kannada, hindi, telugu
Date of Birth : 7th April 1986
Location Preference : na

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