Sr. Credit Analyst
American Express
Total years of experience :8 years, 1 Months
American Express (June 2012- Till date)
GCA (Corp. Collections India Market) Sr. Credit Analyst
Key Roles and Responsibilities
• Consistently achieving all targets with strict adherence to quality parameters
• Provided support to the collections team, ensuring all collections and customer service objectives were met
• Responsible for answering customer queries, problem solving and providing detailed information on their accounts
Collections-Group Manager (2010-To May 2011)
Key Roles and Responsibilities
• Lead a team of 12-15 collectors and motivate them to achieve the individual as well as team's target
• Consistently achieving all targets with strict adherence to quality parameters
• Conduct floor walks regularly for at least five and a half hours per day to supervise, coordinate and monitor the activities of collectors to ensure prompt and accurate response to debtors
• Handle any escalations that a collector is unable to handle, and solve process-related queries and grievances
• Monitor the calls taken by collectors and provide them constant feedback to enhance their performance
• Interact with the quality team to seek feedback on the team's performance and team quality scores
• Conduct monthly one-on-one with the team members and share feedback with them
• Prioritize and assign work to collectors, and initiate corrective measures to resolve day-to-day work-related problems including scheduling or adjusting overtime requirements, break management as necessary
• Devise strategies to minimize attrition and absenteeism
• Interact with other departments such as HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements
• Hold team briefing and de-briefings before and after each shift
• Successfully handle all inventory issues
• Review and issue audits on account information and processes
• Prepare weekly collections reports for the team and the management
• Provided various training including on Principles of Leading Performance
• Ensure an efficient and qualitative operation through effective planning, leading, controlling and organising
o Other Generic Duties: Stay updated on the process changes and process manuals, and ensure safe handling of systems and equipment provided
Encore Capital Group (2006-To May 2012)
Senior Customer Service Representative (Resident Expert-Inbound) (2008-2010)
• Provided support to the collections team, ensuring all collections and customer service objectives were met
• Responsible for answering customer queries, problem solving and providing detailed information on their accounts
• Worked as a brand ambassador to interact with the new hires to motivate them
• Provided floor support to the teams in absence of the group managers
• Assisted in the training of new customer service representatives and associates through the Mentor-Mentee program
• Answered inbound calls in support of customer needs
• Answered an average of 200 customer calls in a day through the call centre queue
• Ensured customers were given assistance in bringing their over limit and/or pass due account in the Promise to Pay department
Customer Service Representative (Process Expert-Outbound) (2006-2008)
• Ensured all collections and customer service objectives were met
• Responsible for answering customer queries, problem solving and providing detailed information on their accounts in the outbound process
• Attended an average of 300 outbound calls in a day through the call centre queue
• Exceeded collections target month on month with customer satisfaction
Pursuing Master of Business Administration, Maharshi Dayanand University, Rohtak 2010-Ongoing
Bachelor of Business Administration, Guru Jambheshwar University, Hissar 2006-2009
Engineering Diploma in Electronics and Communications, Board of Technical Education Rajasthan, Jodhpur 2002-2005