Raphael Antony Email & Phone Number

Mumbai, Mh, In

Mumbai, Maharashtra, India

Mumbai Area, India

Sr. Executive Trainer:- [Altisource Business solutions Pvt ltd]Duration: July'11 – Current.Key Responsibilities Handled:-• Training New Hire associates for 3rd party collection on American Express and Syncrony Bank Credit card debts, Capital one Bank credit card debt and auto loan, HSBC, GE Money Store cards and Telecom bills collection • Conducting Developmental Training for Bottom performers• Partnering with the Operations & Quality team to gauge for requirement for various training needs• Preparing TNA’s & customize modules per requirement• Rolling out new updates• Conducting Timely testing to keep check on product & Compliance knowledge levels of the existing staff and preparing training programs according to the measured needs. (Monthly)• Calibrating with clients for the business updates, procedures & strategies and communicating the same to the internal staff• On Job Trainings for new Hires & ensuring smooth transitioning• Coaching, feedback & follow up with new hires/ bottom performers of the current staff• Mentoring New Trainers & New Quality Analyst• Conducting skill building Workshops• Improving Customer Experience• Improving Procedural Adherence for internal staff • Defect specific Training • Preparing Training Calendars ( Monthly/ Bi- annually)• Maintaining & Publishing Progress reports• Preparing Performance Enhancement Plan (PEP) for employees • Updating Daily/ Weekly & monthly training reports • Participating in monthly calibrations between the Operations, Quality & Training Team• Representing Training Department for New Hire Induction• Interviewing potential Candidates for the business Unit.• Conducting Top 4 Defects Training• Content development and obtain approvals from Legal / Training & Business Head for the following:1. Create Policy and Procedure based on Change Control Board's directions2. Creating new and updating new training manuals3. Creating Memorandums4. Creating Job Aids5. Creating cheat sheets

Mumbai Area, India

Process Trainer: - NCO Financial Systems [ZENTA] Duration: July, 07 – May, 10.NCO Financial systems is the world’s largest collection agency with ‘123’ locations all over the globe and works in partnership with Zenta in India. It deals with various clients across the world mainly into Credit card, Telecom & Store cards.Job Role with NCO Financial systems:-Lead Recoveries Trainer for the following process:-• Capital one Bank - Credit card debt recovery• Chase Bank - Credit card debt recovery• HSBC - Credit card Debt Recovery• Resurgent - Store cards, Telecom bills/ Petroleum bills Debt recovery • Paragon Way - Pay day loan collections• BOA, [ Overdraft A/C debts ( Age of the A/C’s worked 6 months – 5yrs)] Dialer effectiveness -Played a key role in launching the Dialer Effectiveness model; single handedly launched this strategy across - 3 Projects and helped Operations to increase tangible measure of production Achievements:- Recognized for Service excellence in Nov’ 07. Recognized for service excellence in July’08. Recognized for laying down new Dialer Effectiveness Strategies to increase production.

Mumbai Area, India

• Customer service• Verifying potential Fraud charges on accounts & taking necessary steps accordingly.• Monitoring calls and giving feedbacks to keep a check on team performance.• Mentoring a team of 12 associates using my expertise. Achievements:- Recognized as one of the best Employees consistently. Got an award for 100% attendance for the 1st quarter of 2006.  Won many internal competitions viz. (i) T-bass King (from Jan 2005 to April 2005) (ii) WOW Calls (from May 2005 to July 2005) (iii) Internal ACE (from Aug 2005 to Oct 2005) Nominated for R&R for highest productivity (Dec, 05) Won many internal competitions Highest Productivity (April, 2006)

Master Of Business Administration (Mba), Human Resources Management/Personnel Administration, General

Hsc, Science

Ssc

Bachelor Of Commerce (B.Com.)