Shubhdeep Gupta
@shubhdeepgupta
I improve UK mortgage operations through accurate servicing, quality reviews, and customer-focused issue resolution.
IndiaWhat I'm looking for
At NatWest Group, I support UK Mortgage Operations as a Senior Operations Analyst, resolving complex customer queries, escalations, and mortgage servicing scenarios.
I conduct quality reviews, coach colleagues, and help new joiners build process knowledge through onboarding and Operational Readiness Training. I also work with managers and cross-functional stakeholders to identify process gaps and implement sustainable improvements.
Previously, I delivered end-to-end servicing for UK residential mortgage customers across authenticated webchat and secure digital platforms. I maintained 90%+ CSAT, 89%+ FCR, and an average NPS of 63+ while supporting customers, brokers, solicitors, and branch colleagues.
My background also includes high-volume, compliance-focused customer operations at Praxis Services, using Salesforce CRM and Amadeus. I bring experience in lending operations, documentation review, quality assurance, stakeholder coordination, and customer outcomes.
Experience
Work history, roles, and key accomplishments
Act as Subject Matter Expert for UK Mortgage Operations, providing real-time guidance and resolution support for complex customer and operational queries. Support onboarding and Operational Readiness Training by mentoring new joiners and ensuring adherence to quality standards.
Delivered end-to-end servicing for UK residential mortgage customers through authenticated webchat and secure digital servicing platforms. Managed high-volume customer interactions while maintaining service quality and operational accuracy.
Senior Service Expert
Praxis Services Pvt Ltd
Oct 2021 - Jun 2023 (1 year 8 months)
Managed high-volume customer operations while maintaining strict quality and compliance standards. Investigated customer issues and provided timely resolution through effective stakeholder coordination.
Education
Degrees, certifications, and relevant coursework
AIHM Chandigarh
Bachelor of Science, Hospitality and Hotel Administration
2018 - 2021
Completed a BSc in Hospitality and Hotel Administration from AIHM Chandigarh from 2018 to 2021.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Skills
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