I am a dynamic and results-oriented professional with over 20 years of cross-functional experience in operations and quality management across US and UK processes. I have a proven track record as a high-performing team player, adept at leading teams in challenging environments. I am skilled at guiding teams by example and leveraging extensive experience to drive performance toward corporate objectives within tight deadlines. I am committed to maximizing team effectiveness and achieving organizational goals, with strong decision-making, problem-solving and communication skills, and I adapt quickly to changing circumstances while absorbing new skills and information.

Hemlata Bhoite

I am a dynamic and results-oriented professional with over 20 years of cross-functional experience in operations and quality management across US and UK processes. I have a proven track record as a high-performing team player, adept at leading teams in challenging environments. I am skilled at guiding teams by example and leveraging extensive experience to drive performance toward corporate objectives within tight deadlines. I am committed to maximizing team effectiveness and achieving organizational goals, with strong decision-making, problem-solving and communication skills, and I adapt quickly to changing circumstances while absorbing new skills and information.

Available to hire

I am a dynamic and results-oriented professional with over 20 years of cross-functional experience in operations and quality management across US and UK processes. I have a proven track record as a high-performing team player, adept at leading teams in challenging environments.

I am skilled at guiding teams by example and leveraging extensive experience to drive performance toward corporate objectives within tight deadlines. I am committed to maximizing team effectiveness and achieving organizational goals, with strong decision-making, problem-solving and communication skills, and I adapt quickly to changing circumstances while absorbing new skills and information.

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Language

English
Fluent

Work Experience

Assistant Manager Operations at IntouchCX
July 31, 2025 - September 26, 2025
US Customer Service (Chat, Email & Voice): Handle escalations, ensure SLA adherence, monitor VOC scores, provide feedback and refresher training, conduct weekly client calls, manage shared folders, plan work schedules, review performance, and drive continuous improvement through cross-functional collaboration.
Assistant Manager Operations at IntouchCX
July 1, 2025 - September 26, 2025
Handled US Customer Service (Chat, Email & Voice); managed escalations, client satisfaction, and SLA adherence. Conducted weekly client calls, reviewed VOC scores, provided feedback and refresher training, maintained shared folders for SLA compliance, monitored workloads, and led cross-functional initiatives to drive continuous improvement.
Assistant Manager – Operations at Archwell Operations India Pvt Ltd
December 31, 2022 - September 26, 2025
US Mortgage (Loan Servicing): Coach and develop team, communicate goals, liaise with onshore counterpart, motivate staff, set objectives, present monthly performance reviews, resolve non-compliance issues via exception reports, manage leaves/attendance/attrition, conduct 1-on-1s, and implement process SOPs.
Assistant Manager Operations at Archwell Operations India Pvt Ltd
December 1, 2022 - September 26, 2025
Managed loan servicing document management; coached team members; liaised with onshore counterpart to streamline processes; set goals and KPIs; prepared monthly performance reviews; oversaw recruitment, leaves, attendance, and attrition; conducted regular 1-on-1s and performance appraisals.
Operations Manager, Recording & Billing at Synrgo Inc.
May 31, 2021 - September 26, 2025
US Mortgage (Post Closing & Recording): Managed Boston National Title and Mortgage Connect recording, performed billing, trained new hires, prepared Quick Reference Guides, and collaborated with authorities to establish Synrgo International Pvt Ltd in Mumbai.
Operations Manager, Recording & Billing at Synrgo Inc.
May 1, 2021 - September 26, 2025
Managed recording and billing for US Mortgage (Post Closing & Recording); trained new hires; prepared quick reference guides; liaised with government authorities to establish Synrgo International office in Mumbai; ensured accuracy in billing through client-specific portals.
Team Leader at Altisource Business Solutions Pvt Ltd
March 31, 2019 - September 26, 2025
US Mortgage (Loan Origination – Refinance): Led Post-Closing and Recording teams, audited documents, managed disbursement processes, assigned tasks, analyzed performance, organized training, conducted refresher sessions, controlled attrition/absenteeism, and prepared progress and performance reports.
Team Leader at Altisource Business Solutions Pvt Ltd
March 1, 2019 - September 26, 2025
Led Post-Closing team handling auditing of loan documents, recording, and disbursement processes. Organized training, refreshed processes, and conducted regular performance reviews; managed attrition and attendance; prepared monthly performance reports; revised SOPs and coordinated cross-functional training.
Senior Quality Auditor at Honeywell Building Solutions Ltd
November 30, 2013 - September 26, 2025
SAP Order Management (SAP Logistics) – Purchasing/MM: Created POs and requisitions, managed contracts and master data, verified invoices, posted invoices and credit memos, measured quality of outputs, provided coaching, maintained quality databases, documented processes, and conducted VOC surveys.
Senior Quality Auditor at Honeywell Building Solutions Ltd
November 1, 2013 - September 26, 2025
Measured and monitored quality of work for SAP (Logistics) Purchasing/MM Module, including creating purchase orders and master data. Conducted compliance checks within SAP & Citrix, provided feedback and coaching, and established a database to reflect quality results. Managed VOC surveys, action plans, and SOP documentation; acted as command center for workload allocation and daily tracking; conducted regular one-to-one reviews and drove continuous improvement initiatives.
Senior Quality Assurance Analyst at WNS Global Services
September 30, 2009 - September 26, 2025
UK Insurance Property and Casualty: Conducted random quality checks, prepared dashboards and reports, analyzed staff performance, mentored team, supported Six Sigma/Lean/ISO initiatives, RCA for customer complaints, led best practice sharing and team huddles, and ensured ISO 9001:2000 compliance.
Senior Quality Assurance Analyst at WNS Global Services
September 1, 2009 - September 26, 2025
Measured and monitored the quality of output for UK Insurance Property and Casualty processes; conducted compliance checks within SAP & Citrix; provided feedback and coaching; maintained quality databases and documented root causes. Led VOC surveys, managed process documentation, and prepared customized management reports; supported Six Sigma, Lean & ISO initiatives; handled onboarding and refresher trainings.

Education

B.Sc at Delhi University
January 1, 1998 - January 1, 1998
M.Sc (Botany) at Pune University
January 1, 2001 - January 1, 2001
MBA (HR) at YCMOU
January 1, 2012 - January 1, 2012
XII (Science) at CBSE Board
January 1, 1995 - January 1, 1995
X at CBSE Board
January 1, 1993 - January 1, 1993
B.Sc at Delhi University
January 11, 2030 - January 1, 1998
M.Sc (Botany) at Pune University
January 11, 2030 - January 1, 2001
MBA (HR) at YCMOU
January 11, 2030 - January 1, 2012
XII (Science) at CBSE Board
January 11, 2030 - January 1, 1995
X at CBSE Board
January 11, 2030 - January 1, 1993

Qualifications

Add your qualifications or awards here.

Industry Experience

Financial Services, Professional Services, Software & Internet