Silvia Dsouza Email and Phone Number

 Analyze and recommend credit evaluation for Consumer & Business segments. Creating procedures and policies that ensure timely payments while maintaining a high level of customer retention Conduct recurring portfolio analyses and produce reports. Participated in a number of processes and policies that assist Credit Risk & Fraud Control. Successfully designed and implemented various MIS & portfolio risk indicators. Prepared various change requests in the system to automate to meet business requirements Actively participated in gathering and testing the system requirements for the new credit control software. Ensure that audits and policies are strictly monitored and followed.  Create a presentation on "Bad debt contribution from Business and Consumer Sector" for the CEO.  Highlighting issues, forecasting, providing solutions and suggestions to improvise Bad Debts

 Responsible for managing a discreet portfolio of high-net-worth individuals.  Developed long-lasting relationships with clients to fully understand their needs and promote sales. Analyze market trends, perform competitor analysis and recommend right-fit products for the clients. Prepare MIS and Reports (MIS are reports on the assigned portfolio.

 Managed a team of 20 billing analysts to resolve customer disputes and billing issues. Work on efficiency improvement & training non-performers to perform better. Provide training to the team on managing escalations and problem-solving after call analysis.

 Address billing concerns and escalated queue management difficulties.  Achieved first-call resolution targets month-on-month across the team. Initiated measures to improve and implement process quality

 Responsible for receiving calls and upselling and cross-sell products Regularly achieved monthly KPIs and call quality scores.