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.
About
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.
- 16 years' experience
- Joined September 2025
Skills· 8
Languages
- EnglishFluent
Industry experience
- Financial Services
- Professional Services
- Software & Internet
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Work experience· 12 roles
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.
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.
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.
Education· 10
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