SHARLINE DSA
Sever Do Vouga
Summary
Experienced Senior Process Executive with a focus on financial operations and US mortgage escrow administration. Expertise in managing complex client accounts and resolving escalations to enhance customer satisfaction. Proficient in optimizing workflows and leading teams to meet operational goals.
Overview
3
3
years of professional experience
Work history
Senior Process Executive – Voice (US Mortgage)
Cognizant Technology Solutions India Pvt. Ltd.
, India
2022.07 - 2024.11
- Escrow Tax Disbursement: Managed end-to-end US mortgage escrow accounts, executing accurate and timely property tax disbursements on behalf of homeowners to guarantee zero critical payment gaps.
- Escalation Resolution: Managed primary escalation mailbox, resolving complex client complaints to maintain strong vendor relationships and enhance customer satisfaction.
- SLA Compliance: Audited SLA loan structures and delivered expert guidance to associates, consistently meeting operational deadlines and key performance indicators.
- Team Leadership: Developed and executed training plans for new associates on internal processes, standard operating procedures (SOPs), and quality guidelines to boost team efficiency.
- Risk Mitigation: Procured tax information across multiple jurisdictions, reducing risk of state delinquency penalties, tax liens, and potential loss of property.
Accountant
St. Joseph Church
Belman
2021.06 - 2022.06
- Financial Transaction Management: Executed and monitored day-to-day financial transactions, ensuring accurate data entry and compliance with accounting standards.
- Ledger Maintenance: Maintained comprehensive books of accounts utilizing Tally, optimizing data organization for seamless financial tracking and retrieval
- Financial Reporting: Assisted in preparation and generation of financial statements, including balance sheets and profit & loss statements, to support management decisions.
- Cash & Bank Reconciliation: Overseen the daily maintenance of cash books and bank books, performing regular reconciliations to identify and resolve account discrepancies swiftly.
Education
Masters Degree - M.Com
Mangalore University
Bachelors Degree - B.Com
Mangalore University
Skills
- Hard Skills & Tools: MS Excel, MS Office, PowerPoint, Tally ERP, Customer service
- Soft Skills: Financial analysis, Time management, Compliance knowledge, Team Training & Leadership, Process Improvement
Research and publication
- "Organic Farming - A platform for young entrepreneurs and its challenges-A study related to Udupi District." in the year 2019 at University level Paper presentation.
- "Community involvement and participation in Tourism “ - A study related to Malpe in Udupi District and Tannirbavi in Dakshina Kannada in the year 2020.
Languages
English
Proficient (C2)
Hindi
Advanced (C1)
Kannada
Proficient (C2)
Portuguese
Beginner (A1)
Timeline
Senior Process Executive – Voice (US Mortgage)
Cognizant Technology Solutions India Pvt. Ltd.
2022.07 - 2024.11
Accountant
St. Joseph Church
2021.06 - 2022.06
Masters Degree - M.Com
Mangalore University
Bachelors Degree - B.Com
Mangalore University