Afroze Basha M

Afroze Basha M

Work History

Work History
Jun 2013 - Present

Process Manager

Hard Guys Services Pvt Ltd

·Process Includes Outbound Collections activity of Kotak Mahindra bank 4-Whealer Loans.

·Responsible for to recover of Vehicle Loan, as per credit norms

·Responsible for Business Process of branch activities

·Normalizing of higher buckets to reduce NPA

·Field Follow-up with Product Executives

·Evaluation of Credit Executives performance and giving the targets to Executives.

·Achieving the Business targets according to policy.

·Taking daily PTP from executives to enhance the Collection

·Includes FR team and tele collection activities

·Coordinating with Field officers for collection and business

·Call Quality and customer friendly norms

  • Training for New Hires for Process
  • Monthly Invoicing on scheduled dates
  • Preparation Daily, weekly, and monthly MIS
  • Email support for Billing
Feb 2010 - Jun 2013

Team Manager/Process Manager

NCC Associates

·Process Includes Outbound Collections activity of HSBC bank Credit Cards Loans.

  • Appraisal for Team Members.
  • Call Monitoring.
  • Transition of the new billing project.
  • Feedback - calls and email support
  • Chargeback
  • Reversal of Chargeback
  • Reporting of Chargeback.
  • Fraud Investigator (Credit Card).
  • Reporting of Fraud.
  • Handling Fraud Incoming Calls..
  • Training for New Hires for Process
  • Monthly Invoicing on scheduled dates
  • Email support for Billing
  • Escalating calls related to refund and credit.
  • Sales Administrator
  • Reporting of refund and credit on weekly basis

·Handling collection process (Inbound and Outbound)

Jun 2008 - Feb 2010

Team Player/Team Leader

Optimus Globle Service Pvt Ltd

Inbound Calls.

  • Outbound Calls to Customers and Bank.
  • Reports on weekly and monthly for whole team (10 members)
  • Daily Target – 100% and more.
  • Been Part of Online Compliance Training for New Associates.
  • Being Part of Process Development.
  • Member of attrition team

·Hiring a Panel


Mar 2012 - Present