Akash Kumar Email & Phone Number

A 100% subsidiary of Charter Mercantile Australia, specializes in Credit Card Services, Receivables Management Solutions, F&A, and IT. Joined Charter in April 2007 & served till March 2014(7 years) and served as Senior Call Quality Analyst, Management Representative for ISO 9001 2008 standards & into the Core team as Operations Manager American Express New Zealand Credit Card recovery portfolio. I have experienced all below systems in the last 7 years of my service while being at Charter.As Operations Team Manager for AMERICAN EXPRESS NZ Debt Recovery Management:Managing the portfolio of accounts/debts over $7.0million which includes 3rd party collection accounts & first party collection for the client AMERICAN EXPRESS.Set workload strategies / targets /POA`s / goals / shift roaster management etc...Train/Coached new employees in a positive direction to ensure industry success & reduce attrition.Directly responsible for overseeing the leadership and management of the company collection functions. Managed a staff of 13 collectors and 2 supervisory staff.Negotiated settlement of accounts and reasonable payment arrangements within corporate guidelines.Handling OOP`s(out of policies) & HARDSHIP deals ensuring customer satisfaction & SLA`s.Monitor and supervise the daily collection of outstanding receivables; manage collectors to optimize performance and results; establish dialer campaigns and dunning focus based on delinquency trends.Maintained the integrity of the company policies and procedures, which is to treat every customer with the highest level of respect, both internal and external. Performed physical inspections on businesses facilities to protect our client’s interest.Maintained the integrity of the company policies and procedures to adhere to the all partner requirements & requirements raised by all regulatory authorities.

As a team leader, managing Inbound/ Outbound call center with 71 staff members.Developing system and call scripts to facilitate the efficient management of call volume. Provide customer service excellence and featuring technical support on telephony systems. Conducted reasonable interviews for the placement of over 43 employees. Ensured strict adherence to company policies and procedural guidelines.Team supervision, Performance management and Client assistance.Staff training ,meetings,seminars,presentations & feedbacks.Implementing management policies and directives.