Essel Morais

 Instrumental in setting up the Contact Center operations for Logicom FZE, Dubai.
 Responsible for the recruitment and training of customer service representatives.
 Managing the Services portfolio of Cisco vide the telecalling team.
 Managed the needs/requirements of high revenue commercial accounts through extensive follow-up procedures.
 Performed market research surveys amongst client base to seek feedback on sales techniques, follow-up methods and quality of after sales service.
 Improving customer service based on client feedback through the development of new policies and procedures. Successfully handled all public relations issues.
 Provided support to the sales team, ensuring all sales and service objectives were met.
 Responsible for customer service for Cisco products and Cisco Services division, duties included answering customer queries, problem solving and providing detailed information on new products.
 Worked with new customers in the development of new accounts and the implementation of new systems.
 Instrumental in the development of new policies and procedures.
 Performed market research surveys on customer needs and requirements.
 Prepared weekly sales reports for the sales team and sales management.
 Generated repeat business through successful client follow-up.
 Prepared Databases for various products i.e ZTE Mobiles, Adobe and Watch Guard using various search engines.
 Developed tracking tools for tracking sales leads and instrumental in atomization of trackers.

 Designing and implement collection strategy, techniques and procedures for front-end, mid-range and hard-core collections.
 Analyzing the delinquency reports and monitoring the trends in collections by referring to concerned areas & profile patterns and feedback.
 Reviewing delinquent accounts & portfolio and implementing result oriented collection plans to manage delinquency within pre-set norms.
 Planning on strategies to be adopted for various customers depending on the usage and their payment pattern.
 Identifying various tools for recovery process; ensuring adherence to TRAI regulations and defined process SLAs.
 Ensuring appropriate legal tools to be used for recovery process.
 Conducting regular process audits to check deviations; sharing findings and close looping the same for all processes for all partners.

Aug '07-March '09 Reliance Capital Limited, Chennai Collection Manager

Role: • Formulating strategies with regards to portfolio for Commercial Vehicles & Two Wheelers for collection activity based on the policy to minimize losses and increase recoveries.
• Instrumental in hiring for capacity, creating awareness, training and motivating staff to perform and enabling them for cross functional exposure through regular team meetings and periodic constructive feedback.
• Providing direction and guidance to all reporting team members - motivating and guiding them to ensure high standards of delivery and commitment
• Developing infrastructure and manpower plan to ensure smooth process functioning.

Attainments: • Part of the team which increased the revenue by 100% with minimal cost in 4 months time
• 25% of the customers were introduced to banking habits so as to minimize cost of collections.

Oct '06 - Jul '07 Centurion Bank of Punjab, Chennai Field Risk Manager

Role: • Heading the gamut of tasks pertaining to the Personal Loans, Auto Loans & Banking Personal Loans portfolio.
• Adhering to the TAT for conducting the field Investigation of RV, BV, OV, & TV and updating the Customer contact Process time to time for the new Executives for FI.
• Managing seizing agency for repossession of the vehicles, seized assets and scrutinizing the records of receipt books for internal Audit purpose, as well as the process compliance of legal cases.
• Responsible for execution of repossession related functions as to identifying potential buyers for disposal of the same.

Attainments: • First person to introduce EBay method of auctioning to avoid fraudulent sale of Vehicles

June '04 - Sep '06 ICICI Bank Ltd, Maharashtra & Goa Collections Manager

Role: • Managing the portfolio containing Personal Loans, Auto Loans and Two Wheelers.
• Steering the collection operations for unsecured product as Personal Loan, secured product as Auto Loan & Two Wheelers.
• Acting as an in charge of controlling delinquency in assigned areas and getting credit deviation approval.
• Appointing, training and guiding the new agencies as per the requirements.
• Reviewing the performance of the team constantly through agency visit and field visit.

PREVIOUS EXPERIENCE

Jan' 01 - May' 04: Discovery Solutions P. Ltd., Chennai as Sr. Collection Executive
Direct Collection Agency for Cholamandalam Investments Ltd.

Attainments: • Conferred with Star of the Year Award for the year 2003.