Avinash Kumar Email & Phone Number

Delhi, Dl, In

New Delhi

• Supervising the day to day operation of the company with respect to advertisement, sales, operation, billing and collection.• Designed and implemented the CRM for streamlined working of the operation.• Helped designing the website for client interactions.• Designed and implemented the hierarchy and reporting structure for total operations.• Bank reconciliation and balance sheet management• Hiring and training the workforce on their job description (Sales, Customer Service, Billing and Collection)• Designing and strategizing the customer base for focused advertisements

New Delhi Area, India

• Managing a Credit and Collections portfolio (High Dollar Team) for one of the biggest specialty chemicals companies globally• Overlooking related sub processes like Cash application, billing, order management and deductions team for inter departmental resolution and improvement• Proficient in the process on Credit, account receivables and dispute management for US regions• Designed and Implemented performance management matrix in collections for measuring monthly performance of collectors• Helped in devising a plan for reducing the overdue percentage of the entire US region from 35 % to 26 %• Leading station calls with the client for highlighting issues and escalations for quick and effective resolution• Preparing process level reports for clients highlighting the area of improvement and devising solutions• Analyzed large data sets, generated ad-hoc reports using proprietary business intelligence tools and managed delivery of weekly financial reports• Assisted delivery team with requirements during the development of a metrics dashboard that provides visibility to operational and financial KPIs

Gurugram, Haryana, India

• Managing a credit and collections portfolio for one of the leading hygiene solutions company globally• Looking at the customer’s credit and approving the requests sent by team members.• Helped in devising a plan of reducing the overdue of the entire US region from 8 % to 5 %.• Contacting clients to resolve issues and streamline the project.• Making daily, weekly and monthly report for the entire Accounts Receivable team (Offshore).• Arranging conference calls with the client for project updates and improvising the process flow.• Weekly and monthly deck for the collections team.• Was also assigned additional role of process trainer for the O2C process.• Apart from handling my own base helped the floor and others as a floating Subject matter Expert.• Was elected as one of the Team Representatives within 2 months of the process go live.• Conducted team Meetings on a weekly basis to track progress and challenges faced by the team, if any.• Handled important customer calls with the collectors to understand their needs and concern, and maintain a strong customer relationship.• Had weekly reviews with the client through telepresence to update them the weekly progress, and also discuss process update

Gurugram, Haryana, India

Handling a team of 9 members and taking care of their productivity, accuracy, personal and team goals.Successfully completed a project of making a one stop portal for the collections team where they can look for any information related to their process.Taking monthly one-o-one for the team members and providing them feedback regarding their performance and devising a plan to improve their performance.Helping agents with the process knowledge and giving them tip to work efficiently on claim files.Making daily and monthly report for the entire collections team (Offshore).Monitoring and evaluating calls for agents and giving feedback to perform better on accuracy.Giving trainings to the new joiners in order for them to perform better.Interacting with clients to resolve issues with Insurance carriers regarding contracts.Escalating issues hindering the efficiency of work to the clients and working to solve them.Taking daily team huddle for the entire process to understand the new issues and imparting new updates to the team.

Taking inbound calls from mobile customers and helping them with transferring their numbers.Converting mobile numbers from contract to Pay-G and vice versa.Porting in mobile numbers from different network to Orange.Mentoring new joiners and helping them out with calls.Taking training sessions for new joiners.

Gurugram, Haryana, India

Taking inbound calls from corporate credit card holders of companies including Microsoft, IBM, Ernst & Young etc.Mentoring new joiners and helping them out with calls.Taking training sessions for new joiners Business Associate Level 1-A Operations Vertex (India), Gurgaon,

Cpat, Healthcare

Activities and Societies: Patient Management Handling patient portfolio for a DME Vendor

Bachelors Of Arts, English, Sociology