Over 13+ years of experience in Back office operations. Expertise in Data Management, MIS, MS Office & Interpersonal skills. Worked with various clients especially in USA, Canada, Caribbean & UAE.Key achievements:• Team Leader of the month – May’18, Sep’18, Nov’18 & Dec’18• Recovery Collector of the month – Dec’17, Jan’18 & Feb’18• Nielsen Gold Award for Reducing 1 FTE• Achiever of the year for outstanding performance in 2011Listed below are the Industries worked from recent to past:Banking – Debt Collection (Team Leader)• Worked in an agency as a Collection Team Lead for the banks (Citibank, Abu Dhabi Commercial Bank & HSBC Bank)• Handled Buckets 3, 4 & 5 for Credit Cards with a team of 11 collection agents• Handled Recovery (Write-Off) for Personal loan with a team of 4 collection agents• Provided Settlements, Re-Age & Re-Structure based on Customer credit history• Coordinated with banks in getting the settlement approvals• Followed country guidelines in recommending for Case filing• Ensure resolution and recovery targets are met as per company and bank expectations• Monitored, maintained agent wise performance reports and conducted meetings whenever required• Call monitoring and audits• Performed Skip tracing using various tools and techniques• PTP Forecast & Pipeline maintenance for the teamMarket Research – Nielsen (Senior Process Associate)• Performed Mainframe browses for US Products and linked the Locally assigned code (Retailer codes – LAC) to the Universal Product code (UPC) which in turn would track the Point of Sale (POS) for the Manufacturers• Interacted with Onshore office (USA) and the major retailers by resolving queries through emails & calls• Prepared Quality documents (IQMS) in Monthly / Quarterly basis• Handled a team of 20 members – Monitored daily activities, tracked productivity records and performed Quality checks• Maintained MIS tracker for the Bi-Annual Performance AppraisalsShipping – Export Documentation (Senior Coordinator – Customer Service)• Bill of lading preparation, corrections, invoice generation and B/L release• Coordinated with shippers/forwarders and resolved customer queries• Area office (Canada & Caribbean) interactions – providing back end support• Handled team of 12 members – Delegated workloads, performing QC & mentoring new joiners.• Management reports – Daily, weekly & monthly