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Work experience

Regional Head Collections

Sify Technologies Ltd

From 17th Jan' 12 to

Regional Head Collections-West

Currently heading Collections for Data & software products for Western Region with a total team size of 20 employees. Supervise inquiry of credit risk in clients and providers and observe the collection of totals due to association and handle the daily activities of Collection teams Plan collection policies and processes and check its implementation. Organize regular target statistics and also Team reports for Sr. Management Coordinate with accounts receivables to verify payment collection accuracy. Draft collection notices and reminders to delinquent clients Analyse revived account performance, recommend action on past due accounts Managed to increase the cash flow & Liquidation in 90+ delinquencies by 72% in the first Qtr. Convinced the Sr. management to hire the collection agencies for West ensuring maximum ROI is achieved Implemented collection process and policies in bad-debts as to ensure minimum losses thru maximum recoveries. Has managed to hire 1 inbound tele-caller for collection of old TDS certificates, which helped the company to recover 0.65 Lacs in 90+ delinquencies in the first month of the QTR. Meeting high value customers and resolving the issues pertaining to the re-ration of the invoices. In-depth review of the portfolio especially in bad-debts, helped us to indentify the pure collectable. Initiated barring of services in 90+ delinquency as to ensure no further outage is noted Conducting QTRLY service reviews along with the Business Relationship Managers & the named customers as to ensure Zero defect in the services and 100% customer satisfaction is achieved. Conducting weekly reviews with sales BU and highlighting problematic accounts which are aged greater than 60+. Supporting sales team by approving new orders on the basis of the customers having outstanding. Collection projections on the basis of the outstanding and forecasting the yearly collections on basis of the Order booking done.

Feb 2010Jan 2012

Head Collections

Tata Teleservices(Maharashtra) Ltd
Mumbai Head Collections-TATA DOCOMO collections & SME Retail Wireline Handled Entire Collections for Small & Medium Enterprise collections for Mumbai Managing 4 collection agencies in Mumbai ensuring maximum collections and ROI for the company Has successfully managed Bad debts portfolio and has been able to reduce the same to 3 % from 10% for Q1. Ensured disputes are solved and net receivables are collected and customer is retained. Conducted retention drive especially for DSL customers in 30+ collections ensuring maximum collections and retentions. Driving collections thru call centre for TATA DOCOMO & SME End to End Process Solving customer queries on timely basis Understanding the customer needs and resolving the quries by co-ordinating with concern departments and units as to ensure 100% SLA has been met Correct and wise decision of actioning of complaints as to ensure customer issue is resolved Process defining of complaint management as to ensure the same compliant is not repeated Escalation on timely basis and follow-ups as to ensure 100% customer satisfaction Managing Bad debts and ensuring 3% of bad debts flow Managed LCM for TATA DOCOMO ensuring prompt resolution on disputes and identifying fraudulent customers Managed Retail Top corporate and CIVIC body customer accounts for collections.
Dec 2009Feb 2010

Deputy Manager-Customer Service

Tata Teleservices(Maharashtra) Ltd
Mumbai Deputy Manager-Customer Service(Data Management & TERM Audits) Implementation of a process for term audits in line with DOT requirement Hiring of one point Agency to manage the documentation process from end to end
Apr 2009Dec 2009

Deputy Manager-Customer Service

Tata Teleservices(Maharashtra) Ltd
Mumbai. Deputy Manager-Customer Service(Collections). Was Promoted as Deputy Manager in collections as a core team member for the launch of TATA DOCOMO Has successfully managed to integrate the new collection & Verification related process for TTML-TATA DOCOMO Has successfully managed BOM & ROM TATA DOCOMO collections including corporate customers by achieving 99% of collections against the set target Has successfully managed to setup the Verification process for Entire ROM team. Improving customer service based on client feedback through the development of new policies and procedures. Designed credit limit setting for TATA DOCOMO customers by understanding the criticality of the product keeping launch as a new product in the mind Managed and Lead 1 collection call centre for collections ensuring 100% ROI
Feb 2008Apr 2009

Sr Executive-Customer Service

Tata Teleservices(Maharashtra) Ltd
Oct 2007Feb 2008

Area Collection Manager

Indiabulls Credit Services Ltd
Area Collection Manager(Central Region)
Nov 2003Oct 2007

Sr Team Member

American Express Bank Ltd
Sr Team Member-Collections Has successfully managed Personal Loan Collections for Mumbai & Pune(Collections Recovery) Has successfully managed GRCC skip recovery portfolio for Mumbai & Gujarat Has efficiently managed RCP Charge Card recovery portfolio for Mumbai. Has efficiently managed Card remittance & Card Embossing for Mumbai & Western regions. Managed Loan portfolio for Pune for 3 months achieving financial targets Proactively managed GCL portfolio of loans by reducing the flow rates for Pune region Managed 60, 120, 150 Dpd and managing Recoveries Portfolio for West India. Provide timely feedback and analysis to leader on the recoveries portfolio to meet targets and to understand the changing trends. Settling of accounts keeping in view the risk parameters Analysing agency performance and identifying opportunities and implementing action plans. Providing new updates to the agencies to ensure that the knowledge base at agencies is up to date. Conducting quarterly audits & monthly at agencies to ensure compliance. Conducting trainings on best practices, process and Skip tracing. Travelling to Gujarat on a bimonthly basis for customer visitation, reviewing the collector feedback and Training. Manage & lead Two Collection agencies in Maharashtra & Gujarat to ensure maximum focus on American Express Portfolio to achieve the key deliverables and financial targets. Ensure optimum capacity planning of agencies at all times Drive effectiveness of agencies through recruiting competent field executives, appraisals and constant training and monitoring. Work towards improving teamwork by sharing of work knowledge and skills, also collaborating with other departments to achieve synergies and streamline processes within risk functions. Provide high levels of support to agencies through joint visitations on key cases Ensure accurate and timely reporting of all key Agency metrics at all times ensure full compliance by Agencies to Terms and Conditions of their Agreements with American Express. Achievements: Has been able maintain the Personal Loan recovery rate to 2% on monthly basis for Mumbai Has been able to maintain less flow rate in charge off buckets to achieve the net lag for Mumbai Has reduced the flow rate of the GCL Bucket to 21% from 35% in Mumbai
Jan 2002Oct 2003

Customer Assistance Officer-Collections

E-Serve International Ltd
Customer Assistance Officer-Collections Managed flows portfolio Citibank credit cards in Mumbai. Conducting training programs for affiliate on negotiation skills and on legal procedures. Managing external affiliates to achieve maximum rate of return. Setting portfolio targets for flows for cards. Restructuring affiliate's portfolio with a view to cost effectiveness and consolidation. Back-end and field support to card sales division on risk assessment. Customers interface for query resolution Managed entire FEDEX portfolio for flows and recoveries
May 2001Jan 2002


Global Telesystems
Client Response Executive Making outbound calls to UK and US based customers. Data Management and mining. Achieving Daily sales target for the UK client.
Sep 1996May 2001

Sr Executive Business Development Manager

Chandra & Co
Sr Executive Business Development Manager Selling Fax machines of Acer Wipro to the end users and Small SME's. Achieved volume targets through a motivated sales team Led and managed team of 25 front line executives. Developed a sales incentive plan to build a result oriented and motivated sales team. Handling sales portfolio for corporate



Dr. Ram Manohar Lohia Avadh University