Kuhendran Rajan Email & Phone Number

Calgary, Ab, Ca

Calgary, Alberta, Canada

Managed a team of customer service representatives, providing coaching, training, and performance evaluations to maintain high standards of service delivery. Oversaw daily operations of the contact center, ensuring efficient handling of customer inquiries, payments, chargebacks, complaints, and requests across multiple channels. Contributed to the development and execution of customer experience initiatives aimed at improving overall customer experience and achieving organizational goals.Implemented and monitored key performance indicators (KPIs) to assess and improve the effectiveness and efficiency of the contact center operations. Developed and maintained quality assurance protocols to ensure consistent and exceptional customer service. Identified and executed process improvements to enhance customer satisfaction, reduce response times, and streamline workflows. Utilized contact center technologies and software (e.g., CRM systems, call routing) to optimize operational performance and customer interactions.

Led and held accountability for a team of supervisors, team leaders, and agents. Driving performance improvements to achieve business unit strategy and goals. Developed, implemented, and managed policies and procedures supporting the billing, credit, and potential fraud. Ensured compliance with industry standards and regulations while optimizing efficiency in the billing and credit workflow.Clearly communicated expectations to team members through regular team meetings, one-on-ones, and performance conversations, ensuring alignment with organizational goals. Analyzed financial data and crafted credit strategies to minimize loss, while prioritizing a customer-centric approach, resulting in enhanced customer satisfaction. Acted as the point of contact for escalated customer inquiries or complaints related to credit and collections matters, demonstrating proficiency in conflict resolution and maintaining positive customer relationships.

Worked closely with operational teams to ensure seamless integration of credit risk management processes into day-to-day operations. Fostered a culture of excellence, collaboration, and continuous improvement within the credit function, providing leadership and guidance to enhance processes and reduce risk exposures.Utilized data-driven insights to prioritize credit risk management and minimize outstanding receivables. Identified opportunities for operational improvement, leading initiatives to streamline credit processes and reduce turnaround times. Generated and analyzed credit reports, providing insights into customer creditworthiness and trends. Prepared and presented regular reports to senior management, highlighting key credit metrics and performance indicators.Collaborate with senior leadership to prepare comprehensive reports on credit performance, delinquency trends, and recovery rates. Provide strategic insights to inform decision-making and improve overall credit and collections strategies.Serve as a relationship builder, working cross-functionally to maximize business outcomes through effective and open collaboration. Collaborate with various departments to align credit and collections strategies with broader organizational objectives.

Led the development and execution of a comprehensive credit and fraud risk strategy, ensuring alignment with the company’s overall goals. Continuously drove innovation in risk management by integrating industry best practices and emerging technologies. Implemented robust controls to manage areas of credit risk, leveraging data to monitor credit risk exposure and proactively identify changes in risk indicators.Developed and implemented a credit risk assessment framework to identify, evaluate, and prioritize risks across the organization. Designed and executed mitigation strategies in collaboration with credit risk and fraud teams, including underwriting procedures, onboarding processes, and chargeback management.Utilized data-driven insights to optimize credit processes and strategies, including underwriting and customer management. Led the use of internal and external data to determine risk tolerance in extending credit, ensuring a balanced approach to growth and risk exposure.

Provided customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction in accordance with company's service standards. Maintained positive relationships with clients, ensuring clear communication and efficient problem resolution.

Executed strategies to identify and acquire new clients in targeted industries and expansion of the client base. Established and nurtured long-term relationships with key clients, fostering client loyalty and repeat business.Conducted thorough market analysis to identify industry trends and client needs. Contributed to the formulation of the company's business development roadmap, aligning with organizational goals and market demands.Prepared and presented compelling proposals and presentations to potential clients, effectively communicating the value proposition. Collaborated with trainers to ensure accurate and tailored proposals aligned with client requirements. Represented the consultancy at industry events, conferences, and networking forums to enhance the company's visibility and attract potential clients.