Reetu Kumar Email & Phone Number

Gurugram, Hr, In

Gurgaon, India

Pension Operations

Gurgaon, India

Key responsibilities:• People Management• Facilitate & improve quality across all teams through ongoing call & correspondence monitoring• Highlight trends through regular feedback and training plans• Involved in telephone screening & face-to-face interview • Review letter templates across teams• Produce & Publish individual, team & departmental reports on a monthly & ad hoc basis• Interpret, analyse & highlight key trends & significant variances • Overview & New… Show more Key responsibilities:• People Management• Facilitate & improve quality across all teams through ongoing call & correspondence monitoring• Highlight trends through regular feedback and training plans• Involved in telephone screening & face-to-face interview • Review letter templates across teams• Produce & Publish individual, team & departmental reports on a monthly & ad hoc basis• Interpret, analyse & highlight key trends & significant variances • Overview & New Starter trainings• Duty Manager - Resource allocation, supervisor calls, floor walking, reporting and liaison with the Operations team on a regular basis. • Worked closely with UK counterparts to achieve & maintain team productivity & quality thresholds• Reporting - preparation, production & distribution of management reports to relevant stakeholders. Adherence to rigorous processes to ensure accuracy & reconciliation of reported data & bringing immediate attention to any discrepancies. Show less

Key responsibilities and achievements:Worked for first party collections for reputed organisations - MBNA (UK) credit cards and AT&T (USA) delinquent accountsSupported setting up the Outbound Collections for MBNAResponsible for SKIP Tracing for MBNA customersHandling escalationsSubject Matter Expert in AT&T - Coached new team members on product & procedures as well as soft skillsResponsible for monitoring calls & giving regular feedbackShared best… Show more Key responsibilities and achievements:Worked for first party collections for reputed organisations - MBNA (UK) credit cards and AT&T (USA) delinquent accountsSupported setting up the Outbound Collections for MBNAResponsible for SKIP Tracing for MBNA customersHandling escalationsSubject Matter Expert in AT&T - Coached new team members on product & procedures as well as soft skillsResponsible for monitoring calls & giving regular feedbackShared best practice strategies to improve the negotiation skills & convert disputes into paymentsResponsible for handling team in the absence of the Team LeaderCreating standard team reports & analysing them with the team members Show less

B A (Hons), Political Science And Government

B.A Political Science Hons; School Certificate Examination; School Certificate Examination, Cbse; Cbse

High School, Commerce With Computers

Activities and Societies: Was the School Captain. I was involved in various activites like the Inter-school Quiz competitions,Debates.