Collections Officer
Bilkish Associates
Total years of experience :12 years, 2 Months
As an accomplished manager with 11 years of experience overseeing daily operations, process improvements, and sophisticated data analysis to achieve customer service excellence in high-volume call centers, I possess a wide range of knowledge and talents that will allow me to contribute toward the success of your company.
My expertise lies in successfully enhancing customer response strategies, innovating new processes, and managing overall customer service functionality to maximize loyalty, productivity, and growth to surpass expectations. Throughout my career, I have developed, attended and led training programs for agents, and peer groups, supervised workforce and performance analysis, and directed strategic projects and initiatives to accelerate revenue growth while slashing costs. Additionally, my success in coaching and leading customer-centric teams positions me to make a significant impact on your organization.
The following achievements demonstrate my qualification for this position:
Increasing productivity by more than 85%, decreasing handle time by 34%, and cutting average time to answer by 66% through targeted representative coaching and development in most recent position as Customer Service Manager for SBI credit cards, (Former Joint venture with GE Capital)
Analyzing call center and staff performances—including metrics and KPIs— and implementing new processes, programs, and initiatives to stimulate improved operations and service levels.
Creating and presenting new-hire, ongoing, and leadership development training sessions on topics such as customer service soft skills, new product launches and sales techniques.
Consistently earning recognition from management, peers, and customers for outstanding achievements in customer service and commitment to top-flight quality.
Record of success in complementary skills including Customer ambassador award 2016.
My proven dedication to ensuring outstanding call center productivity while optimizing customer service, loyalty, and retention will contribute immensely to the success of your organization.
This role required scoring calls 35 calls per day for quality and compliance and meeting targets for each site by the required time. Monitor the observed behavior on calls by the collection agents. Keeping watch if the compliance laws of US and other sites are met.
As a customer service representative, for U.S based credit cards, the key objective was to provide on call resolution to the customer queries and ensure each call was compliant and abiding to the laws of the respective state of the US. This role also required meeting the ECVOC (Customer Voice) scores as part of the daily metrics. Handling calls within the required time spec while ensuring the requirement of the customer is met
Graduation : Prathibha College of Management Studies 2016 (Commerce) Plus Two (Commerce) Prathibha College of Management Studies 2008-2010 SSLC Gulf Indian High School,Dubai,U.A.E 1995