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Demonstrated experience with Understanding Business Objectives.
Demonstrated experience with Documentation.
Demonstrated experience with Time Management.
Demonstrated experience with Ability to lead, manage & motivate.
Demonstrated experience with Performance Management.
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Experiencia
Associate Manager
Provided administrative and operational support to the sales team, improving workflow efficiency and reducing task completion time by 20%.. Collaborated with cross-functional departments, including Marketing, Finance, and Operations, to ensure alignment with business goals, resulting in a 15% increase in overall synergy and project success rates.. Managed delinquency levels effectively, supporting a team of 15 field executives and an in-house tele-calling team, which reduced overdue accounts by 18% over six months.. Supervised and monitored daily operations of the tele-calling team and field executives, achieving a 25% improvement in customer engagement and follow-up efficiency.. Analyzed and interpreted sales and recovery data, including conversion rates, retention metrics, and efficiency levels, leading to a 12% increase in conversion rates and a 10% boost in customer retention.. Prepared and presented performance-related MIS reports on a daily and monthly basis, enabling data-driven decision-making and identifying trends that contributed to a 15% improvement in team performance metrics.
Sr. Executive Recovery
Led a team of 6 field executives to manage and collect a portfolio worth approximately ₹1.40 crore, achieving a consistent monthly collection efficiency rate of over 95%.. Monitored and supervised the daily activities of field executives, ensuring a 100% adherence to operational targets and timelines.. Successfully reconciled and adjusted over 1,000 cases per month where customers paid EMI through RTGS/NEFT, maintaining accurate records and ensuring zero discrepancies.. Conducted thorough audits of the assigned portfolio and team, ensuring compliance with organizational and regulatory standards, contributing to a 100% audit score.. Prepared and analyzed performance-related MIS on a daily and monthly basis, offering actionable insights that led to a 10% improvement in team productivity and collection efficiency.. Focused on achieving consistent recovery of CBC, DPC, and EPC, meeting or exceeding monthly targets by 15%.. Allocated over 50 field inspection cases monthly to the concerned FOS, maintaining an average Turnaround Time (TAT) of less than 48 hours.. Ensured 100% RC updates for the assigned territory, maintaining up-to-date records for operational accuracy.. Conducted regular training sessions for field staff on product knowledge and updated policies, resulting in a 20% increase in compliance and operational efficiency.
Asst. Manager – Collection Cards
Directed collection processes for HDFC Cards payments across Orissa and Jharkhand, managing a monthly portfolio exceeding ₹3 crore and achieving an average recovery rate of 90%.. Allocated portfolios worth ₹15 crore monthly to multiple agencies, ensuring optimal utilization of resources and achieving a 95% adherence to collection targets.. Supervised an in-house tele-calling team that conducted 8,000+ outbound calls per month, contributing to a 12% increase in market debt recovery.. Performed quarterly audits for 10+ partner agencies, maintaining 100% compliance with policies and guidelines. Designed and implemented detailed case plans that resolved 85% of actionable cases within target timelines.. Compiled and analyzed daily and monthly performance-related MIS, identifying actionable insights that improved recovery efficiency by 15% over six months.. Acted as a liaison between Sales, Service, and other departments, resolving inter-departmental escalations and improving process turnaround times by 20%.. Reviewed and managed over 500 non-workable cases annually (including skip and death cases), ensuring proper classification and resolution strategies.. Conducted quarterly training sessions for 50+ agency staff, resulting in a 20% improvement in process efficiency and compliance.. Provided structured training to 15+ new employees annually, achieving a 90% retention rate and reducing onboarding time by 25%.
Senior Officer
Managed and supervised a team of 10 field executives across 3 partner agencies, driving the collection process for HDFC Cards payments, with a monthly portfolio exceeding ₹20 crore and achieving an average recovery rate of 92%.. Oversaw the daily activities of field executives, ensuring 100% adherence to assigned collection targets and operational timelines.. Coordinated with 3 collection agencies daily, facilitating smooth communication and addressing issues, resulting in a 15% improvement in collection efficiency over six months.. Prepared and reconciled daily cash batches worth over ₹1 Lakh, ensuring 100% accuracy and compliance with reporting standards.. Audited money receipt books of field staff weekly, identifying and resolving discrepancies with a 98% accuracy rate, contributing to enhanced process transparency.. Set and communicated daily collection targets for field staff, improving individual performance and achieving a 10% increase in overall recovery rates within three months.. Prepared and analyzed daily and monthly performance-related MIS reports, providing actionable insights that improved decision-making and enhanced recovery efficiency by 12%.
Customer Service Executive
Handled an average of 80+ inbound calls daily, ensuring all customer requests, queries, and complaints were addressed promptly and professionally, achieving a 95% first-call resolution rate.. Provided detailed product and service information to customers, resolving 90% of inquiries on the first interaction and contributing to a 15% increase in customer satisfaction scores (CSAT).. Entered new customer information into the system and updated existing records for over 500 customers monthly, ensuring 100% data accuracy and compliance with operational standards.. Processed an average of 100+ orders, forms, and applications weekly, reducing turnaround times by 20% through efficient workflows.. Identified and escalated priority issues to the appropriate departments, resolving 98% of escalated cases within 48 hours.. Routed approximately 30% of calls to the appropriate resources daily, ensuring minimal wait times. Conducted follow-up calls for unresolved issues, closing 95% of cases within defined timelines.. Documented all call information according to standard operating procedures, logging over 1,500 interactions monthly with 100% compliance to reporting guidelines.