• Team Size : 30 Executive (2 Team Leader) Taking care of CL, PL To achieve Collection targets assigned for the regions/zones by meeting target of the Teams' assigned.• Continuously monitoring Collection Executives to identify fraudulent practices and ensure that there is no loss incurred.• Handling customer issues/escalations.• Receipt Audit & Reconciliation process should be followed very strictly. Receipt collection verification.• Ensure all the allocated pools are visited within allocation date. Mandatory field visit along with In-house team & collection agency. Customer handling in order to resolve cases and minimize PTP.• Responsible of DPD wise collection, as per the company and target assigned Monthly.• Daily tracking of visits conducted by field agency and Ro’s Team• Educates the customer regarding his payment and guiding to online payment. Team working on OD-1, OD-2 OD -3 and Penal cases wherein we are collection the customer Other charges, cheque bouncing charges and late payment charges Etc.• Designing an Incentive Plan.• Auditing the performance of agency's, periodically reviewing their performance.• receipt audit• Coordinating with all the vendors, and implementing the necessary things with them according to the process requirements.• Ensuring the process delivers business value• Ensures compliance with any and all related Policies • Identification of Critical Success Factors and Key Performance Indicators• Managing process exceptions• Designing and monitoring process KPI reports• Establishing process performance objectives• Creating KPIs to measure the success of the process• Identifying specific future change requirements• Empowering team members by giving them ownership and responsibility for the improvement of a process

• Team Size : 30 Executive Taking care of CL, PL To achieve Collection targets assigned for the regions/zones by meeting target of the Teams' assigned.• Continuously monitoring Collection Executives to identify fraudulent practices and ensure that there is no loss incurred.• Handling customer issues/escalations.• Receipt Audit & Reconciliation process should be followed very strictly. Receipt collection verification.• Ensure all the allocated pools are visited within allocation date. Mandatory field visit along with In-house team & collection agency. Customer handling in order to resolve cases and minimize PTP.• Responsible of DPD wise collection, as per the company and target assigned Monthly.• Daily tracking of visits conducted by field agency and Ro’s Team• Educates the customer regarding his payment and guiding to online payment. Team working on OD-1, OD-2 OD -3 and Penal cases wherein we are collection the customer Other charges, cheque bouncing charges and late payment charges Etc• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.• Manage and increase the effectiveness and efficiency of Support Services (HR, IT, WFM and Finance), through improvements to each function as well as coordination and communication between support and business functions.• Maintaining high capacity utilization for the team by cross training associates in processes with high call volumes.• Controlling absenteeism and attrition at a process level.• Conducting weekly product tests to ensure sound process knowledge in the team for all level.• Consistently working on developing people to grow to the next level and hence keeping them motivated.• Ensure that the process is adhering to the set quality standards and achieving the required customer satisfaction level

Team Size :- 40 Executive , 3 Agency, 5 RO’sRole :-To achieve Collection targets assigned for the regions/zones by meeting target ofthe Teams' assigned. Continuously monitoring Collection Executives to identify fraudulent practicesand ensure that there is no loss incurred. Handling customer issues/escalations. Receipt Audit & Reconciliation process should be followed very strictly. Review & monitoring the Teams' performance. Ensure all the allocated pools are visited within allocation date. Mandatory field visit along with In-house team & collection agency. Customer handling in order to resolve cases and minimize PTP. Responsible of DPD wise collection, as per the company and target assignedmonthly.• Setting payment collection targets for the team leaders and tele callers.• Roster monitoring and DRR Vs target tracking.• Team session and arrange B.Q Collector refreshment session.• Monitoring day wise and bucket wise allocation and opportunity.• Monitoring span quality as per the requirement with the help of QA team.• Monitoring shrinkage and attrition rate.• Managing span absconding, resigned & termination data.• Involved in team leader selection process by filter out the good candidate as per the process requirement.• Involved in 1nd level of screening during recruitment at executive level.• Report analysis of day wise & MTD and make strategy and finding opportunity.• Hourly basis taking the session with the team leader and share the next hour performance status.• Arrange team engagement activities RNR, good performer day wise, week wise and appreciate them on floor to motivate the team.• Weekly one-on-one session with the team and confirm the team issue then provide the solution & resolve t

Working in HOME CREDIT FINANCE INDIA PVT LTD as Sr.Executive handling M0 Online Customer we have called to customer and inform to his pending EMI and repayment status and collect the payment via online mode , After that I was handling the M1-1 bucket calling customer w ho have overdue DPD:1 to DPD:30 we have called to customer and collection the payment via CPU, Online payment mode and Third-party payment Mode like Easy Pay , Vodafone M-peasa etc.

I was working with the Serco BPO as a executive in VIDEOCON D2H Inbound and out Bound process , Customer who has Issue regarding his/her his connection we have resolve the issue as per the customer requirement in this process and In Out Bound Process wehave provide the Channel information sand sale and set up Box connection selling .

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines and policies. Take the extra mile to engage customers.