Krunal Dudhara
Brampton,Canada
Summary
Multi-talented professional with over 9 years of work experience in Finance industry and customer service. Strategic professional in business operations known for high productivity and efficiency in task completion. Specialize in process optimization, project management, and data analysis, ensuring streamlined workflows and enhanced operational efficacy. Excel in communication, problem-solving, and leadership, leveraging these soft skills to drive team success and achieve organizational goals.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Operations Officer
CIBC
05.2021 - Current
- Review applications to ensure completeness and accuracy of information provided; ensure information provided on the application matches information stored on the appropriate systems (like Excalibur, GOW and ECIF)
- Investigation and detailed analysis on item errors, determining the nature of the issue, identifying root cause, and resolving the errors
- Receiving, reviewing, and investigating item errors
- Following up on discrepancies (viz Missing or incomplete documents, shortage, or overpayment of funds)
- Making necessary calculations on premiums and/or allocation of payment to mortgages, and liaising with CIBC Collections to clear outstanding funds, collect all relevant fees, penalties, and interest due
- Receive, prioritize, sort, and evenly distribute work to staff within a production area
- Respond to questions, provide guidance, and complete quality checks for work completed to ensure accuracy
- Monitor workflow to ensure priority is given to unresolved matters that cause backlog or delays in process flow
- Strive to meet high customer service levels by processing incoming requests from internal and external Business Partners and Clients efficiently and in accordance with procedures and policies
- Providing training to new employees
- Liaise with the QA team regarding the process flow
- Maintaining relationships with key stakeholders, including the insurance company
- Coordinating with other departments such as accounting, reconciliating and taxation to deliver better services
Energy Advisor
Millennium 1 Solutions (NTT Ltd)
09.2019 - 05.2021
- Worked as a back-office energy advisor at a contact center for ATCOenergy, Alberta, Canada
- Identified energy saving opportunities for clients and recommended suitable solutions
- Maintained accurate records of all customer interactions, including notes from their phone calls
- Provided energy efficiency advice to customers over phone calls, emails, and chats
- Educated clients about the benefits of implementing green technology into their homes or businesses
- Collaborated with other departments in order to effectively meet customer needs
- Explained to the customers about the rate riders, other distribution, and energy charges
- Advised customers on applicable government rebate programs related to energy efficiency initiatives
- Responded to incoming program emails and telephone inquiries
Senior Process Associate
Tata Consultancy Services Ltd.
- Worked as Quality Analyst/Validation Specialist for Mortgage Banking Operations (MBO-Client Care)
- Responsible for tracking and monitoring special loan transactions including P&I Re-Cast, Onus and Off us Refinance done by the team and provided feedback to them on the variances found
- Reviewed supporting documentation and client information for reconciliations on the variance found
- Reviewed if the documents requested by customers are being fulfilled properly and if the refund checks (if any) are sent to the borrower correctly
- Oversaw and coordinated day-to-day mortgage banking including escrow transactions and escrow analysis and thereby maintaining their escrow accounts
- Generated weekly and monthly reports summarizing key performance indicators associated with customer service activities
- Onboarded new employees by providing training materials and guidance
- Created reports on process performance metrics for senior management review
- Performed root cause analysis on identified issues impacting customer experience or process performance
Education
Bachelor of Commerce - Commerce
Gujarat University
Master of Business Administration - Finance, Accounting and Finance
ICFAI University
05.2008
Skills
- Microsoft Office
- Time Management
- Ability to work independently
- Readily adaptable to technology
- Office Administration
- Experience balancing sheets
- Documentation Review
- Excellent Communication
- Team Collaboration
- Loan Processing Coordination
- Attention to Detail
- Organizational Skills
- Financial Accounting
- Customer service-focused
- Problem-solving aptitude
- Interpersonal Communication
- Mortgage facilitation
Certification
Investment Funds in Canada
Timeline
Operations Officer
CIBC
05.2021 - Current
Energy Advisor
Millennium 1 Solutions (NTT Ltd)
09.2019 - 05.2021
Master of Business Administration - Finance, Accounting and Finance
ICFAI University
Investment Funds in Canada
Senior Process Associate
Tata Consultancy Services Ltd.
Bachelor of Commerce - Commerce
Gujarat University
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