Parvathy User

Retains at-risk UK customers while meeting sales targets in a metrics-driven environment. Coaches team members on target achievement and communication skills, and contributes to process improvement initiatives.

Managed complex inquiries, complaints, and escalations for a U.S. insurance client, ensuring SLA, HIPAA, and regulatory compliance. Drove first contact resolution and analyzed escalation trends to support root cause analysis.

Led a U.S.-based escalations team handling mortgage dispute resolutions, reducing repeat escalations through strategic case management and quality assurance. Designed training programs and facilitated executive-level reviews.

Investigated check deposits and wire transfers for transaction legitimacy, handling 30-40 fraud cases daily. Filed fraud claims, prepared investigation reports, identified emerging fraud patterns, and educated customers on fraud prevention.

Delivered end-to-end customer experience management across the mortgage lending lifecycle, including underwriting support, broker support, completions, servicing, retention, and litigation support. Managed savings and investment queries and conducted root cause analysis on recurring complaints.

Performed final quality assurance checks on background verification reports, drafting client-ready reports at 20-30 daily. Led client calibration calls and training sessions, and redesigned process parameters to resolve client complaints.

Provided consultative sales support for U.S. clients on travel packages and itineraries, consistently exceeding performance targets.

Provided semi-technical product support for U.S.-based vendor clients, including documentation and quality audits.

Supported U.S. customers with remote virus removal while maintaining compliance documentation.

Pursuing a Bachelor of Business Administration (BBA) with an expected graduation in January 2027.