Archana Dewan
About Archana Dewan
Archana Dewan is a Relationship Manager at Ocwen Financial Solutions, where she has worked since 2013. She has previous experience at Convergys and holds a degree in Business Management from Bangalore University.
Work at Ocwen Financial Solutions
Archana Dewan has been employed at Ocwen Financial Solutions as a Relationship Manager since 2013. In this role, she has developed expertise in managing client relationships and ensuring customer satisfaction. Her responsibilities include generating daily and monthly team Average Handling Time (AHT) and quality reports, which are essential for monitoring performance metrics. Dewan's position requires a strong understanding of product knowledge and quality processes, enabling her to address client needs effectively.
Previous Experience at Convergys
Prior to her current role, Archana Dewan worked at Convergys for a total of eight years. She served as a Senior Customer Care Officer (CCO) Specialist from 2005 to 2012, where she gained valuable experience in customer service operations. In 2012, she transitioned to the role of Senior Technical Support Officer (TSO) Specialist for one year. During her time at Convergys, Dewan was involved in mentoring new transition batches and providing feedback, enhancing team performance and knowledge sharing.
Education and Expertise
Archana Dewan completed her Bachelor of Business Management (BBM) at Bangalore University from 2002 to 2005. Her educational background in business management has equipped her with essential skills in client relations and operational processes. Additionally, she studied at CBSE, achieving her 10th and 12th grades with a focus on science. This educational foundation supports her analytical abilities and understanding of business dynamics.
Skills and Competencies
Archana Dewan possesses a strong understanding of product knowledge and quality processes, which are critical in her role as a Relationship Manager. She has demonstrated her ability to handle escalation calls effectively, showcasing her problem-solving skills and customer service expertise. Her familiarity with Salesforce.com indicates proficiency in using CRM platforms, which is vital for managing client interactions and maintaining accurate records.