Currently Responsible as Recovery Manager For CTG Product (Commercial Transport & Goods). Prior to CTG Taken Care For Unsecured Write-off Loan Recovery for Segment Personal Loan (Salaried and Self Professional), Business Loan and Education Loan.

In this tenure of my career, I was responsible for Service, Collection & Retention of B2B Customer Base (Mobility, Telemedia & Data) across CG. Efficiently handled Customer base of 70K for Mobility, 7K for Fixed Line and 1.4K for Data connections. Accountable to manage and collect monthly revenue of 1.6 Crore club together Mobility & Fixed Line. Highly appreciated for achieving billing V/S collection @ 100%, 0-90 bucket collection @ 90% and Bad debt less than 1.5%. significantly handled Collection & Service Agency having team size of 20 ARM, 1 TL & 3 VRM Desk. Deftly maintained Relationship & Account Management through 100% timely business review & MOM. Proficiently maintained and committed service assurance for 100% SLA of issue closure & nil customer escalation. Adeptly maintained high level of customer experience by monitoring billing issues & waiver to retain the customer. Highly appreciated for ensuring closure for 100% accuracy on collection and bill payment posting. Deftly planned and executed various customer engagement activities as retention strategies. (Service Camp). Closely monitored on budget and ensure revenue enhancement by promote tariff and product upsell.

As an Enterprise Relationship Manager, I was responsible for complete Life Cycle Management of corporate (Large/Govt./SME) Accounts having 88K customer Base and 1.2crore revenue for Zone. Proficiently ensured customer relations activities for Enterprise base for collection, retention ofaccounts & provide best service. Efficiently created and supported client retention strategies for existing customer base and for new customers. Successfully supervised and drove agency, 10FOS, 4TC and ensure to achieve desire target. Adeptly monitored accounts to identify overdue outstanding and take actions to encourage timely payments by due date. Accountable to investigate historical data for each case and resolve billing issue to reduce bad debts. Instrumental in implementing and driving different collection scheme for agency to motivate FOS/telecaller. Significantly drove special set of team member for skip trace of shifted customer and initiate settlement process by provide NOC. Significantly ensured to achieve desire monthly target of due date@55%, 0-90 days target@90% & 90+ days Bad debt. Well maintained YTD coll target@88%, Bad debts below 2% and Retention (Vol/Non-Vol/MNP)@ 1.5%. Actively coordinated with Advocate and Initiate demand & legal notice to unsettled and default customer. Skillfully created and maintained high level of rapport with clients by regular visit to address concerns. Accountable for timely interventions on all churn threats cases. Instrumental in planning and implementation of promotional activities to promote new products & tariffs. Adeptly worked closely with the different tariffs to enhance productivity within budget of client. Highly appreciated for actively attending to clients’ complaints and steps for effectively resolving them. Successfully supported sales team in expansion of new market/business for revenue generation & quality acquisition. Responsible to upsell the Enterprise Solution & VAS products for improving CSAT and revenue enhancement.

During working with Tata Teleservices Ltd., I was responsible for preparing, monitoring & publishing Daily Collection, Bad debt and Portfolio Allocation Performance Report. I was also accountable for monitoring & publishing due date, bill cycle closure collection performance report. Efficiently validated & processed Waiver and Credit Adjustments. Significantly involved in Portfolio and Bill Cycle Data Allocation to Collection Agency and E2E/ISP Channel Partner. Deftly handled single point contact (Complaint, Request & Escalation) of all ISP Channel Partners. Instrumental in calculating collectionpayout/commission of Agency & Channel Partners. Adeptly handled Cheque/Cash/Credit Card/Debit Card/ECS/SI Payment Process. Pivotal in Reconciliation of Payments, Deposits &Handle Complete Refund Process. Actively monitored and coordinated Legal Formalities for Cheque Bounce Cases (138). Adeptly monitored and published CNRB/DBR SR analysis and Close looping. Successfully took care of Collection Barring/Unbarring/TSP Activities and maintaining within TAT.

1. Auditing & monitor ILD (International Long Distance) call details of both postpaid & prepaid.2. Auditing & reduction in defects of all SO processes.3. Auditing of previous day reactivation to ensure 100% collection.4. Auditing suspected waiver and adjustment of both postpaid & prepaid5. Monitor & auditing of suspected re-connection & unbarring.6. Monitor & telecalling for all type of suspected payment & abnormal high usage customer.7. Coordinate with TERM, DOT thru legal & regulatory for telemarketer and NDNC registration.8. Monitors & handle complete refund process9. Cheque/Cash/Credit Card/Debit Card/ECS/SI Payment Process&Reconciliation of Payments and Deposits.10. Data (Recovery & Bucket-1) Allocation to Zonal Field Collection Executive.11. Publish Daily Collection, Bad debts, Portfolio& Bucket Performance Report.12. Monitors & publish due date collection % and 0-30 day’s collection %13. Validated & Process Waiver, Credit, Debit Adjustments and Process LPC (Late Processing Charge).14. Handling Escalated Service Complaints/Request and Maintain TAT (Turn Around Time) for All the Process.15. Monitor & Coordinate Legal Formalities for Cheque Bounce Cases (138) and NIP Cases.16. Bill Segregation and Dispatch Activities through Courier and Post.17. Receiving of POD Information from Courier Agencies and Updating the Same into the System.18. Published BNR SR Analysis Report Weekly Basis &Daily Close Looping of Bill Not Received Complaints19. Maintain TAT for Bill Deliveries &Monitoring Courier Agencies for Timely Delivery of Bills.20. Dummy Bill Checking Before Bill Printing.

1. Designing different customized package according to client’s need.2. Provide technical support as well as problem management to our clients.3. Maintaining MIS Report on daily basis and flash the report4. Audit data preparation for monthly basis.5. Monitor administration and accounts activities.

1. Maintain application management weekly basis.2. Technical support to our different clients.3. Maintain Daily MIS Report and send to Master Franchises.4. Data preparation for monthly audit. (Bank statement, Monthly Collection Report, Monthly Registration Report, Certification Student list Etc.)5. Scheduling and monitoring of course details.6. Taken charges of administration, accounts and student management.