Summary of Skills and Experience:
In BPO since 2005.
1) Subject Matter Expert in Business to Consumer domain,with expertise in Blended and Backend process. Strong understanding of metrics and business environment..
2) Worked with one of the most respected companies of world and attained a successful track record on Debt collection and Delinquency Management in all stages.
3) In past worked with a bank in BFSI Vertical, Customer Centric and Compliant works within guidelines and has been awarded for the same also.
4) Communication and Interpersonal skills are the key strengths. .
involved with team of Major US Healthcare Accounts Payable Help Desk.
Previously worked in a Backend profile working for Canadian Bank. Training new hires. Taking mentoring and refreshers for team members. Handling Exception from Branches and resolving customer initiated queries.
Handling HR queries and driving fun activities on the floor. Handling queries related to HR policies.
NHO Sessions and helping new hires with leaves and transport concerns.
Inbound calls and escalation in outbound while part of a Third party Collection Agency (LSA). First Call Resolution was my objective and I was awarded for my customer centric approach .
GE Money Servicing
Aug 2005 - May 2009 (3 years, 9 months)
Worked as a SME/Process Developer. As a Collector and SME.
Collect dollars on outbound calls, I was also responsible to take supervisor calls Handling Team and mentoring new hires .This was a blended profile so involved inbound as well.
A team player involved in activities impacting the floor. I used to keep the floor informed on quality updates. Team meeting , training and refreshers for team members. Driving HR activities . Report formation on performance of different metric.
I have understanding on different metrics and software like Time on System, Wrap, AHT, Dialer Management ,Manual calling , KJ Quick, MS Office, Outlook Express,