• Enhanced debt recovery process by enforcing a new analytics tool, resulting in a 15% increase in payment collections productivity and an 8% reduction in bad debts.• Orchestrated collaboration between teams in Center Operations, Accounting, and HO Collections to streamline nationwide operations, leading to an 8% improvement in average collection across all states.• Formulated departmental goals and metrics, achieving a 7% enhancement in on-time payments through digitized collection… Show more • Enhanced debt recovery process by enforcing a new analytics tool, resulting in a 15% increase in payment collections productivity and an 8% reduction in bad debts.• Orchestrated collaboration between teams in Center Operations, Accounting, and HO Collections to streamline nationwide operations, leading to an 8% improvement in average collection across all states.• Formulated departmental goals and metrics, achieving a 7% enhancement in on-time payments through digitized collection processes and an online payment portal.• Analyzed market trends and delinquency rates regularly to boost customer retention through targeted engagement initiatives.• Followed through system solutions in compliance with collection laws, regulations, and internal policies while meeting business requirements.• Conducted audits of collection activities, documentation, and customer interactions to mitigate risks and prevent fraud.• Collaborated with Sales, Training, Center Operations, and Accounting teams to ensure seamless collection processes.• Enforced quality control measures to uphold accurate and ethical collection practices.• Monitored financial, statistical, and analytical reports to inform decisions and adjust collection strategies.• Addressed customer complaints concerning billing or service issues within designated departments.• Held periodic meetings with key partners to ensure business continuity and containment of bad debts.• Facilitated strategy setting, finalized OKRs, and conducted performance reviews.• Monitored and evaluated team activities against collection targets.• Designed effective MIS and dashboards across portfolios utilizing data analysis expertise.• Increased team productivity by 20% through streamlined processes. Show less

Managed a team of collection professionals in delivering on collection targets for the assigned portfolio. Provided executive support to the Manager in day-to-day operations and planning. Ensured efficient operations through effective reporting, project work plans, schedules, staffing requirements, and attrition management. Implemented a new dispute resolution process with a team of collection experts, resulting in a 50% reduction in customer disputes.

• Oversaw a team of 50-65 Collection experts responsible for collecting payments on Mortgage, Credit Card, Telecom, and Loan accounts across all delinquency buckets (30+, 60+, 90+ days).• Initiated and executed the implementation of a new dispute resolution process, resulting in a 50% reduction in customer disputes.• Provided strategic support and resources to optimize field collection activities.• Assisted the Manager with day-to-day operations planning and executive… Show more • Oversaw a team of 50-65 Collection experts responsible for collecting payments on Mortgage, Credit Card, Telecom, and Loan accounts across all delinquency buckets (30+, 60+, 90+ days).• Initiated and executed the implementation of a new dispute resolution process, resulting in a 50% reduction in customer disputes.• Provided strategic support and resources to optimize field collection activities.• Assisted the Manager with day-to-day operations planning and executive support.• Developed and executed a comprehensive strategy aligned with company's financial goals and regulatory requirements.• Ensured efficient operations through effective reporting, project plans, schedules, staffing, and attrition management.• Coordinated with process support partners (Training, HR, Facilities) to proactively resolve client queries.• Reviewed and presented regular collection reports to senior management.• Designed process solutions by identifying required workshops and meetings, carrying out performance measurement, incentive programs, and setting collection targets for the team to meet/exceed goals.• Served as the primary interface for coordination among management teams and subordinates.• Identified training needs to improve agents' process knowledge, address accent issues, and enhance customer psychology understanding Show less

• Led a cross-functional team of subject matter experts, associates, trainers, and quality analysts to ensure successful processing of Medical Insurance claims.• Provided executive support to the Manager for day-to-day operations planning and smooth functioning.• Assigned portfolio SLAs and controlled process performance to meet targets for desired outcomes.• Oversaw operational reporting, project plans, schedules, staffing requirements, and attrition management for efficiency.•… Show more • Led a cross-functional team of subject matter experts, associates, trainers, and quality analysts to ensure successful processing of Medical Insurance claims.• Provided executive support to the Manager for day-to-day operations planning and smooth functioning.• Assigned portfolio SLAs and controlled process performance to meet targets for desired outcomes.• Oversaw operational reporting, project plans, schedules, staffing requirements, and attrition management for efficiency.• Fostered continuous improvement, teamwork, and quality commitment to promote growth.• Identified improvement opportunities, planned workshops/meetings to enhance process efficiency.• Evaluated team contributions, identified areas for improvement through performance assessments.• Collaborated with process support partners (Training, HR, Facilities) to address requirements.• Accurately assessed workforce needs, conducted interviews for informed hiring decisions.• Facilitated efficient client interactions, preemptively addressed problems/queries for satisfaction.• Assisted Manager in preparing risk mitigation action plans for effective risk management.• Managed initiatives at LOB/organizational level to achieve goals and drive growth, acting as SPOC for coordination among management teams and subordinates for effective communication. Show less

• Spearheaded a team of subject matter experts, mortgage consultants, and senior mortgage consultants in the mortgage-banking process, overseeing 15-20 consultants responsible for collecting mortgage and credit card payments.• Ensured that process performance management met targets and assigned portfolio SLAs.• Managed operational reporting, project plans, schedules, staffing requirements, and attrition management.• Conducted Training Need Identification (TNI) to evaluate agents'… Show more • Spearheaded a team of subject matter experts, mortgage consultants, and senior mortgage consultants in the mortgage-banking process, overseeing 15-20 consultants responsible for collecting mortgage and credit card payments.• Ensured that process performance management met targets and assigned portfolio SLAs.• Managed operational reporting, project plans, schedules, staffing requirements, and attrition management.• Conducted Training Need Identification (TNI) to evaluate agents' process knowledge, accent issues, and understanding of customer psychology.• Collaborated with Assistant Manager and Manager to address client problems and queries through feedback and coordination.• Provided executive support for day-to-day operations planning by coordinating with Assistant Manager and Manager.• Fostered a culture of continuous improvement through teamwork and dedication to quality.• Identified improvement opportunities and organized workshops/meetings to enhance efficiency.• Evaluated team performance and pinpointed areas for enhancement through assessments.• Worked closely with support partners (Training, HR, Facilities) to address process requirements.• Facilitated client interactions and proactively resolved issues for heightened customer satisfaction. Show less

• Spearheaded loan product management at American Home Mortgage Servicing Inc, a leading servicer of subprime mortgages in the USA.• Oversaw a diverse range of loan products, including new loans and those in foreclosure, showcasing exceptional expertise in mortgage consulting.• Led as a process developer, advising on pilot processes and effectively driving the development and optimization of new projects.

Managed a team of 5 Senior Customer Care Executives. Resolved escalated calls. Mentored new hires.

Retail Sales Management.

Marketing Management - Sales.