Kasturi Sahu

Professional with 11 years of experience in the areas of Operations, Data Analysis, Background Check, MIS, Quality Assurance, and Client Servicing.

Possess excellent interpersonal, communication and organizational skills.

Sterling Backcheck Canada Corp. 

As Criminal Research Specialist from August 2022 till date

• Proficient in processing files about various services of background and criminal verification
• Attending inbound and outbound calls and ensuring that queries of clients are satisfactorily addressed
• Initiating appropriate steps and ensuring SLAs are met without compromising on quality
• Coordinate with other departments to resolve issues, carrying out various activities on the files received such as running the credit check, authenticating IDs
• Adherence to laid down process without compromising on quality and efficiency

Sterling Information Resources India Pvt. Ltd. 

As Process Leader from January 2022 to July 2022

• Managing team of 58 people
• Solving queries and escalations, sending reports to the Manager, Managing the queue
• Preparing overtime roster plan in case of spike in volume 
• Coordinating with other departments to resolve issues
• Extracting reports, analyzing data, performing root cause analysis  error reports and preparing monthly plans for the team
• Ensuring proper roster plan for the team
• Imparting training and refresher courses to the team members

As Background Verification Specialist from June 2017 to January 2022

• Processing applications of various services pertaining to background verification
• Ensure that all requests and workflow are resolved promptly to meet SLA and Client Expectations
• Coordinate with other departments to resolve issues, carrying out various activities on the files received such as running the credit check, authenticating IDs
• Help the New Hires come up with the learning curves faster
• Preparing and presenting MIS for my team to the team lead and manager

Convergys Stream Pvt. Ltd. (Technical Support Associate)

November 2016 to June 2017                                                                     

• Troubleshooting technical issues of the customers
• Resolving issues about customer bills
• Maintaining Customer Relations and ensuring Customer Retention

Intelenet Global Services (Senior Executive Finance & Accounts)                                                 

January 2015 to November 2016

• Quote Generation for US based customers
• Updating clients with import and export quotations for relocation of household goods to USA from different parts of the world
• Preparing weekly presentations and MIS, sending quality reports and daily work status

Tata Consultancy Services (Business Associate)

August 2010 to April 2012

• Processing applications of a US based construction company and performing quality checks of these applications
• Preparing daily, weekly, and monthly reports (Quality check sheets) and reporting the same to the supervisor
• Consulting team queries with the client on weekly basis over conference calls/emails
• Proficient in preparing / updating SOP and maintaining Minutes of the meeting

Hot Line Call Centre Solution (Executive S. R. Management)                                                                                            

October 2007 to January 2009

• Activation and deactivation of the services 
• Registering all complaints and providing solutions for balance depletion, passing waivers, validity extension, and VAS complaints like GPRS, MMS, Airtel Live, Hello Tunes, missed call alerts, Voice chats

Mailing the complaints and requests which were not solved to the concerned department

Utkal University (Bachelor of Arts in Economics) – WES Ref#: 4595138IMM

• Attended from April 2002 to April 2005