Pratyusa Sen

About Pratyusa Sen

As a Psychology Honours graduate from the University of Calcutta with strong academic grounding and a passion for mental health, I bring a unique blend of empathy, analytical thinking, and communication to every professional setting. With hands-on experience in client communication, insurance processes, mortgage process, and resolution management in leading firms like Teleperformance and Capgemini, I’ve developed strong interpersonal, analytical, and problem-solving skills, stress management skills. I thrive in roles that involve client interaction, support, and behavioral insight, and I am now eager to pivot toward learning and development, training, or mental health-focused roles where my psychology background and corporate experience can create a meaningful impact. What sets me apart is my ability to merge psychological insight with operational efficiency, nurturing customer relationships while maintaining KPIs. Whether it’s coaching, conflict resolution, or process enhancement, I am committed to continuous learning and people-first solutions. Let’s connect and grow together in spaces that value mental well-being, effective communication, and lifelong development.

Experience

1. Customer Resolution Executive

   TP

   May 2024 — Present · Bengaluru, IN

   I am presently working as a CSR for the OCWEN process, PHH Mortgage Services. It\'s an international voice process. Providing quick and smooth resolution to customer queries with regards to their Mortgage.>Respond to customer inquiries via phone, email, or online platforms regarding mortgage services.>Process requests for account updates, monthly payments, refunds, reversal of payments payoff information, and escrow analysis adjustments, reinstatement, loan modification, forbearance, repayment plan, short sale and deed in lieu of foreclosure.>Escalate complex or unresolved issues to management or specialized departments as needed.>Identify potential process improvements, trends, and issues and escalate to Supervisor through calling.> Follow up with customers to ensure issues are fully resolved to their satisfaction.>Educate customers on mortgage processes, terms, and available resources to prevent future issues.>Upsell and cross-sell different kinds of mortgages and packages to customers.>Ensure compliance with industry regulations and company policies during the resolution process. Handle sensitive customer information in accordance with privacy laws and company security standards.

Education

• Loreto College, Kolkata

  Graduation( Honours ), Psychology

• Narendrapur Ramkrishna Mission Lokashiksha Parishad

  Computer Basic Course , Computer applications Microsoft office

• Indira Gandhi National Open University

  Master of Arts - MA, Clinical Psychology