360 Degree US Healthcare Recruitment - Nursing || Allied

US Healthcare Recruitment

Client Engagement/Business Development & Sales

Promoted as "Team Leader - Operations (US Debt Collections) in August'2020(Outbound/Inbound/Manual Campaign)> SWC (South West Credit) - 3rd Party Collections> Motivated my team that is responsible for ensuring optimum performance is being attained> Provided floor presence and took over escalated calls> Supervised internal teams with an FTE of 10-18 (thoughout the tenure)> Responsible for team meeting standards and goals, collections scorecards and overall performance (as explained "Collection Pyramid)> Persistently reviewed and audited collector activity, phone reports and goals sheets to identify areas to coach collectors improve their KPIs> Identified solutions, successes, and opportunities to evolve the collection team proficiency and effectiveness.> Maintained and ensured that Collection employees and daily collection procedures are compliant with all laws and statutes (FDCPA, TCPA, etc.)> Ensured effective and efficient department operations by reviewing and stream lining processes and procedures> Personally handled, follow up and resolved customer escalations, complaints and questions

Became part of "Learning & Development/Up-Skilling" in April'2018> Trained new joinees on "ACA Certified" process tranining module which includes; FDCPA Guidelines, CBR, Bankruptcy situations, US Financial culture etc. > Kept a close eye on each & every new joinee's through regular assessments while training> Helped new joinees to raise their confidence with the help of Mock Tests/Calls> Conducted refresher training sessions for the existing employees in order to fill their knowledge gap & strengthen the efficiency level> Prepared content for the things like: Call Flow, Client specific verfication sequence/process/Script, objection handling, Rapport Building, Call Control, Creating Urgency, Call Closing etc.

Joined Astra Global for "Sr. Quality Assurance & Compliance" in December'2016> Internal/External Call Audits/Feedback --- Client & Co. Specific Guidelines (FDCPA, TCPA)> Conducted "Call Calibration" sessions on Group/Individual Level> Publishing agents call quality score/peformance through various reports

Joined Convergys as "Quality Assurance & Compliance Specialist" in 2013 (Special Studies - RCA for FCR, Time & Motion, Chat etc.) + Conducted "Quality/Coaching/Training workshop (Inbound/Up-Selling) for the agents - Process - AT&T U-Verse, Telco, DTV

(Outbound/Inbound/Manual Campaign)> Asset Acceptance - 3rd Party Collections (Credit Card, Med Bills, Utility etc. - In/Out of Statue)> NES - 3rd Party Collections (Credit Card, Med Bills, Utility etc. - In/Out of Statue)> TNK (Tate & Kirlin) - 3rd Party Collections (Credit Card, Med Bills, Utility etc. - In/Out of Statue)

(Outbound/Inbound/Manual Campaign)> Applied Bank - 1st Party (+Later Stages) Collections> I-Collect - 3rd Party Collections (Credit Card, Overdraft, Utility etc.)

(Outbound/Inbound/Manual Campaign) - Senior Subject Matter Expert> CCRT (Compu Credit - PIT -> Performance Improvement Team) - 1st Party Collections> Amex, Bank of America - 3rd Party Collections