Malcolm Correa

Background

About Malcolm Correa

Worked with BA Continuum India Pvt. LTD as a Team Developer since 23rd May 2005 till 31st Aug 2016.Team Developer: Aug ’12 till Aug’16• Currently part of the Landsafe Appraisal Process in the Mortgage Department.• Role includes quality checks on key areas of the property that is being appraised.• Ensuring meeting of service level requirement.• Responsibilities also include preparation of MIS reports for the team.• Assisting the Team Lead in the Green Belt quality improvement project.• Key Member in preparation of Process Maps and timely collation of date for Quality Improvement Analysis.• Key Member in Team Building activities.• Recognized for quick turnaround of volumes and high levels of Quality Maintained.• MIS Analyst : August’11 till August 2012• Preparing and publishing Daily productivity reports for all the process under a unit.• Maintaining the CTQ Database, Headcount and Attendance tracker for the Entire Unit.• Also maintaining a Key Metrics file that would give an overview of all the productivity numbers for the Current and previous month of all the processes to the Line of Business.• Recognized with a Silver Award for Operational and Quality Excellence.Real Time Adherence: April’09-July’11• Monitoring associates on Calls to Control the AHT.• Forecasting the FTE’s needed on an Hourly basis as per Inbound Volumes to help keep the call Abandon Ratio low.• Balancing the Queues where the call flow is high• Applications familiar with are Aspect, RTA and Canvas.Cultural Coordinator: March 2007 – March 2009 Was in charge for Conducting the Monthly R&R Ceremony across the floor and Conducting various Events as per the Event Calendar. Collection Agent: May 2005 till March 2007• Handling Collection Calls for Mortgage Payments from Customers in the states side, Normal Mortgage, Home Equity Line of Credit Accounts, also setting up Repayment plans for customers who could not pay monthly payments.