Experience

SkillGigs.com

• United States
• Technology, Information and Internet
• 400 - 500 Employee

• Healthcare Relationship Manager

  • Sep 2021 - Present

  US Healthcare Recruitment US Healthcare Recruitment



Astra Business Services PvtLtd

• India
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Client Engagement & Business Development

  • Jul 2021 - Sep 2021

  Client Engagement/Business Development & Sales

• Project Manager Team Lead

  • Aug 2020 - Jul 2021

  Promoted as "Team Leader - Operations (US Debt Collections) in August'2020(Outbound/Inbound/Manual Campaign)> SWC (South West Credit) - 3rd Party Collections> Motivated my team that is responsible for ensuring optimum performance is being attained> Provided floor presence and took over escalated calls> Supervised internal teams with an FTE of 10-18 (thoughout the tenure)> Responsible for team meeting standards and goals, collections scorecards and overall performance (as explained "Collection Pyramid)> Persistently reviewed and audited collector activity, phone reports and goals sheets to identify areas to coach collectors improve their KPIs> Identified solutions, successes, and opportunities to evolve the collection team proficiency and effectiveness.> Maintained and ensured that Collection employees and daily collection procedures are compliant with all laws and statutes (FDCPA, TCPA, etc.)> Ensured effective and efficient department operations by reviewing and stream lining processes and procedures> Personally handled, follow up and resolved customer escalations, complaints and questions Show less

• Learning & Development/Up-Skilling

  • Apr 2018 - Jul 2020

  Became part of "Learning & Development/Up-Skilling" in April'2018> Trained new joinees on "ACA Certified" process tranining module which includes; FDCPA Guidelines, CBR, Bankruptcy situations, US Financial culture etc. > Kept a close eye on each & every new joinee's through regular assessments while training> Helped new joinees to raise their confidence with the help of Mock Tests/Calls> Conducted refresher training sessions for the existing employees in order to fill their knowledge gap & strengthen the efficiency level> Prepared content for the things like: Call Flow, Client specific verfication sequence/process/Script, objection handling, Rapport Building, Call Control, Creating Urgency, Call Closing etc. Show less

• Senior Quality Assurance Compliance Specialist

  • Dec 2016 - Mar 2018

  Joined Astra Global for "Sr. Quality Assurance & Compliance" in December'2016> Internal/External Call Audits/Feedback --- Client & Co. Specific Guidelines (FDCPA, TCPA)> Conducted "Call Calibration" sessions on Group/Individual Level> Publishing agents call quality score/peformance through various reports



Convergys Intelligent Contact

• United Kingdom
• Outsourcing and Offshoring Consulting
• 500 - 600 Employee

• Quality Assurance Compliance Specialist

  • Oct 2013 - Dec 2016

  Joined Convergys as "Quality Assurance & Compliance Specialist" in 2013 (Special Studies - RCA for FCR, Time & Motion, Chat etc.) + Conducted "Quality/Coaching/Training workshop (Inbound/Up-Selling) for the agents - Process - AT&T U-Verse, Telco, DTV Joined Convergys as "Quality Assurance & Compliance Specialist" in 2013 (Special Studies - RCA for FCR, Time & Motion, Chat etc.) + Conducted "Quality/Coaching/Training workshop (Inbound/Up-Selling) for the agents - Process - AT&T U-Verse, Telco, DTV



Astra Business Services PvtLtd

• India
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• US Debt Collection Expert

  • Mar 2011 - Jun 2013

  (Outbound/Inbound/Manual Campaign) > Asset Acceptance - 3rd Party Collections (Credit Card, Med Bills, Utility etc. - In/Out of Statue) > NES - 3rd Party Collections (Credit Card, Med Bills, Utility etc. - In/Out of Statue) > TNK (Tate & Kirlin) - 3rd Party Collections (Credit Card, Med Bills, Utility etc. - In/Out of Statue) (Outbound/Inbound/Manual Campaign) > Asset Acceptance - 3rd Party Collections (Credit Card, Med Bills, Utility etc. - In/Out of Statue) > NES - 3rd Party Collections (Credit Card, Med Bills, Utility etc. - In/Out of Statue) > TNK (Tate & Kirlin) - 3rd Party Collections (Credit Card, Med Bills, Utility etc. - In/Out of Statue)



Jindal Intellicom

• India
• IT Services and IT Consulting
• 1 - 100 Employee

• US Debt Collection Expert

  • Mar 2010 - Feb 2011

  (Outbound/Inbound/Manual Campaign) > Applied Bank - 1st Party (+Later Stages) Collections > I-Collect - 3rd Party Collections (Credit Card, Overdraft, Utility etc.) (Outbound/Inbound/Manual Campaign) > Applied Bank - 1st Party (+Later Stages) Collections > I-Collect - 3rd Party Collections (Credit Card, Overdraft, Utility etc.)



Aegis Global

• India
• IT Services and IT Consulting
• 700 & Above Employee

• US Debt Collection Expert

  • Apr 2008 - Feb 2010

  (Outbound/Inbound/Manual Campaign) - Senior Subject Matter Expert > CCRT (Compu Credit - PIT -> Performance Improvement Team) - 1st Party Collections > Amex, Bank of America - 3rd Party Collections (Outbound/Inbound/Manual Campaign) - Senior Subject Matter Expert > CCRT (Compu Credit - PIT -> Performance Improvement Team) - 1st Party Collections > Amex, Bank of America - 3rd Party Collections