Customer Service Sales
Resume:
PERSONAL RESUME
OBJECTIVE : To excell in the given fields where in, I have acquired knowledge and expertise through self development in 25 yrs.
1. CRM & Relationship Management (attending, resolving & replying to customer complaints.)
2. Credit Appraisal for credit card issuance and its risk management.
3. Reconciliation of Card Receipts account.
4. Collections thru slippage controls and agency management.
5. Merchant Acquiring business and its risk management.
1. Key skills in all the above areas include
1. Operations, data analysis, resolution process & MIS representations.
2. Collections, customer service & reconciliations of debit and credit card receivables account.
PERSONAL DATA :
NAME
Mr. ANIL RADHESHYAM JOSHI
DATE OF BIRTH & AGE
10TH, NOVEMBER, 1960. Age : 51 years.
BIRTH PLACE
LAKSHMANGARH, SIKAR, RAJASTHAN.
RESIDENTIAL ADDRESS
13/208 KANNAMWAR NAGAR – 1, VIKHROLI (EAST ) MUMBAI – 400083.
TELEPHONES
LANDLINE NO 91 – 022 – 25792657. Mobile no - 969-***-****
EMAIL ADDRESS
*********.*@*****.***
EDUCATION :
Exams
Pass Year
Marks
Out
%
Board /
University
School / Institute
S S C
Mar 78
360
700
51.42
Pune
St. Josephs High School, Vikhroli
H S C
Mar 80
306
600
51.00
Pune
Vani Vidhyalay, Mulund
F.Y.B.com
Mar 81
247
600
41.16
Mumbai
Ramniranjan Jhunjhunwalla college
S.Y.B.com
Mar 82
233
600
38.83
Mumbai
R.A. Podar College, Matunga
T.Y.B.com
Nov 83
253
600
42.16
Mumbai
R.A. Podar College, Matunga
LIFE TIME WORK EXPERIENCE : SUMMARY OF 25 YEARS OF HARD WORK
Organisation Name ( from latest to past )
Period From
Period to
Yrs
Designation
BOBCARDS LTD
AUG 2000
SEP 2010
10 yrs
ASST.VICE PRESIDENT
MERCARD LTD
FEB 1992
FEB 1999
07 yrs
REGIONAL MANAGER
EAGLE FLASK INDIA LTD
OCT 1991
JAN 1992
4 mths
AREA MANAGER
SARANSH TELE INFO SERVICES PVT LTD
JUN 1991
SEP 1991
4 mths
SALES EXECUTIVE
HOTEL SUNWAYS ( Part Time )
JUL 1986
MAR 1993
07 yrs
ACCOUNTANT
DINERS CLUB INDIA LTD
JUL 1985
MAR 1991
06 yrs
SALES-COORDINATOR
THE AUTOMATIC ADVERTISING MACHINE
JUN 1983
JUN 1985
02 yrs
ACCOUNTANT
LIFE TIME ACHIEVEMENTS : Starting from the latest
Organisation Name ( from latest to past )
Achievements
BOBCARDS LTD
Streamlined work process in credit card appraisals, Call center & CRM
Reconciled debit card & credit card receivable accounts
Managed credit card collection agents and DSA’s
Managed merchants enrollments, payments, chargeback representations and its reconciliation
Managed staff in CRM, collections, credit appraisals and branch operations.
MERCARD LTD
Trained all fresher’s in every batch of newly recruits to achieve targeted sales and collections.
Consistently sourced quality application in a fiercely competitive market with an un-established brand.
Maintained consistently a recovery of over 130 % of its current billing every month in LIVE cards and recovered over 15 millions of bad debts in NPA & WOF out of a total portfolio of 20 millions.
EAGLE FLASK INDIA LTD
Worked as per the directives of seniors and to their satisfaction.
SARANSH TELE INFO SERVICES PVT LTD
Worked as per the directives of seniors and to their satisfaction.
HOTEL SUNWAYS ( Part Time )
Written all books of accounts upto finalization.
DINERS CLUB INDIA LTD
Discharged my duties with responsibility and achieved targeted sales and collections.
THE AUTOMATIC ADVERTISING MACHINE
Written all books of accounts upto finalization
CTC of last salary drawn
1.
Basic
19200.00
2.
HRA
2950.00
3.
Transport Allowance
1870.00
4.
House upkeep Allowance
460.00
5.
Supplementary Allowance
1180.00
Gross Salary Pay
25660.00
Cash Disbursements
6.
Medical, Telephone, newspaper & Canteen subsidy Reimbursements
2200.00
Gross Pay
27860.00
7.
P.F. ( employers contribution )
2304.00
8.
Annualised salary as above
361968.00
9.
Annualised LFC (once in 2 yrs )
12830.00
10.
Annualised leave encashment
12830.00
11.
Cost to company
387628.00
My Strengths
My Weaknesses
Highly analytic in dealing with business situations
Lack of post graduate qualifications.
Advanced knowledge of credit card operations in collections, credit card appraisals, risk management, reconciliation, CRM & billing accounts
Specific expertise and knowledge acquired in card business management can be best applied in card business only
Above average ability to decide faster.
Have mainly worked for 25 years in credit card organizations ( NBFCs )
Acquired operating knowledge of MS Office
My present age which is 51 years.
Can take up and execute leadership positions in the given fields.
Credit card business is only managed by banks now as such opportunities are limited.
Rare ability to consistently improve my professional work
Very analytical.
DETAILED EXPERIENCE – Starting from the latest
Company Name
BOBCARD LIMITED
Company Profile
A wholly owned subsidiary (NBFC ) company of Bank of Baroda having its corporate office in North Mumbai dealing in acquisitions, issuance and management of credit card business affiliated to Visa & Mastercard International.
Period served
August 2000 to September 2010. Joined as Assistant Vice President.
Last Position held
Assistant Vice President with a salary of Rs.27860.00
Functional Responsibilities during ten years
August 2000 – February 2003.
1. Managed merchant payments ( approx Rs. 175 crores ) of the entire Mumbai region.
2. Managed chargeback representations and recoveries relating to the above merchants.
3. Managed new merchant enrollments in the given region.
March 2003 to Sept 2003.
1. Drafted various parameters governing the card usages and recovery related issues.
2. Trained staff on the job to manage recovery port folio.
October 2003 to December 2003.
1. Managed the screening and approval of credit card applications.
January 2004 to November 2004.
1. Managed Direct Sales Associates in sourcing card applications
2. Pre approval screening of applications.
3. Managed merchant payments of the entire Navi Mumbai region.
4. Managed chargeback representations and recoveries relating to the above merchants.
5. Managed new merchant enrollments in the given region.
6. Managed the recovery agents and NPA recoveries of the region.
7. Managed the customer service complaints of the region.
Dec 2004 to January 2006
1. Managed the customer service related complaints of the region.
2. Managed the payments of cardholders received by the branch, its collection process in bank, updating manual records and systems entry to CH profile.
3. Managed cash disbursements to CH/
4. Developed a technique to reconcile bank accounts.
February 2006 to May 2006
Developed a technique to reconcile bank accounts.
1. Managed the customer service related complaints of the region.
June 2006 to December 2006.
1. Managed the approval & screening of card issuance applications.
January 2007 to November 2009.
1. Managed the customer service related complaints.
2. Managed the payments of cardholders, its collection process in bank, updating manual records and systems entry to CH profile.
3. Developed a technique to reconcile bank accounts.
December 2009 to September 2010
1. Managed chargeback representations and recoveries relating to the above merchants.
2. Managed new merchant enrollments in the given region.
3. Managed the slippage and recovery in regular, blocked, irregular, NPA and WOF.
4. Managed the customer service related complaints
September 2010.
1. As I was transferred to Hyderabad, I resigned and could not serve any further due to my family compulsions, besides there was no reimbursement of housing rent to staff on transfer.
Achievements
1. Achieved and maintained a turnover of Rs.175 crores in acquiring business and stood against the multinationals and other leading banks in a fiercely competitive market for 3 years.
2. Streamlined operations and improved work processes in the following areas:
1.] Recovery
2.] CRM & Billing
3.] Merchant Payments
4.] Card Issuance
5.] Cardholder Payments account reconciliation.
6.] Debit card reconciliation
7.] Recovery Agency monitoring
Reason for Leaving
As I was transferred to Hyderabad, I resigned due to my family compulsions, besides there was no reimbursement of housing rent to staff on transfer. As of today, the organisation does not have any plans of revival or development. This is perhaps a very similar situation which I faced when I left Diners Club my previous employment.
Company Name
MERCARD LIMITED
Company Profile
A closely held NBFC Public Ltd company which was a sister concern of Mercantile Credit Corporation Ltd belonging to the SPIC group of south India and had its corporate office in Chennai dealing in acquisitions, issuance and management of credit card business which was affiliated to Mastercard through its principal member Bank of Baroda.
Period served
February 1992 to February 1999. Joined as Regional Manager ( Mumbai )
Last Position held
Regional Manager with a salary of Rs.10000.00
Functional Responsibilities
1. To appoint and managed a sales staff to achieve targeted sales in card issuance and acquisition.
2. To appoint and managed a recovery staff to achieve targeted collections in LIVE, NPA and WOF
3. To appoint and managed recovery agents
4. To appoint and managed administrative staff for day to day operations.
5. To recruit, train and deploy staff and personally attend to the following functions.
1. To appoint and manage recovery agents.
1. To achieve targeted sales and recovery assignments
2. To acquire, screen evaluate & approve card applications
3. Dispatch of cards to CH
4. Resolution of Customer service related complaints
5. Approval of high amount spending requests
6. Payments to merchants & Authorizations
7. Petty cash Management
8. Ensure high level of customer Service
9. Manage the payments of cardholders received by the branch, its collection process in bank, updating manual records.
10. Manage cash disbursements to CH
11. Develop a technique to reconcile bank accounts
12. Funds management
13. MIS report submissions to top management.
14. Liaison with our affiliate principal member Bank of Baroda.
15. Liaison with short term depositors.
Achievements
1. Trained all fresher’s in every batch of newly recruits to achieve targeted sales and collections.
2. Consistently sourced quality application in a fiercely competitive market with an un-established brand.
3. Maintained consistently a recovery of over 130 % of its current billing every month in LIVE cards.
4. Recovered over 15 millions of bad debts in NPA & WOF out of a total portfolio of 20 millions.
Reason for Leaving
As the organization was not supporting the staff and the pay structure offered did not attract talent from outside I was forced to look for fresher’s, train them and get the desired results. I did the same for 5 years but with growing cost of living it became impossible to recruit personnel at one point of time within the given salaries, which was termed as my failure. Besides the company’s investments in technology was nil, any card organization managing card business without technological support cannot survive for long which is what happened at Mercard Ltd.
I knew I was working for a dying organization which eventually did collapse but before terminating my services. I was compelled to continue due to my family compulsions and the short coming in my education as the job market was demanding more no of MBAs which were readily available. My last salary drawn was Rs.10000 PM after 7 years.
Company Name
EAGLE FLASK INDIA LTD.
Company Profile
A Proprietary concern having its office in south Mumbai dealing in manufacture and sales of thermo ware and flasks.
Period served
October 1991 to January 1992. Joined as Area Manager
Last Position held
Area Manager with a salary of Rs.4000/-.
Functional Responsibilities
To lead a team of young sales professional in achieving targeted sales.
Achievements
Discharged my duties with responsibility and achieved targeted sales.
Reason for Leaving
For better prospects.
Company Name
SARANSH TELE INFO SERVICES PVT LTD.
Company Profile
A Proprietary concern with its office in south Mumbai dealing in registration and responding to telecall enquiry services very similar to yellow pages was then popularly known as “ASK ME”.
Period served
June 1991 to September 1991. Joined as Sales Executive.
Last Position held
Sales Executive with a salary of Rs.4000/-.
Functional Responsibilities
To lead a team of young sales professional in achieving targeted sales.
Achievements
Discharged my duties with responsibility and achieved targeted sales.
Reason for Leaving
For better prospects.
Company Name
HOTEL SUNWAYS
Company Profile
A Proprietary concern with its establishment and office in north Mumbai.
Period served
June 1986 to March 1993. Joined as part time accountant.
Last Position held
Part time Accountant with a salary of Rs.1100/-
Functional Responsibilities
Manually writing all books of accounts which included cash book, petty cash book, Ledger and drawing the trial balance.
Achievements
Discharged my duties with responsibility.
Reason for Leaving
For better prospects and due to closure of establishment in 1993.
Company Name
DINERS CLUB INDIA LTD
Company Profile
A Proprietary NBFC concern with its office in south Mumbai dealing in issuance, management and acquisition of credit card business which was affiliated to Diners Club International.
Period served
June 1985 to March 1991. Joined as Sales Executive.
Last Position held
Sales Co-Ordinator with monthly salary of Rs. 2100.00
Functional Responsibilities
Initially done a front line selling assignments to individuals and corporate.
Later managed a team of sales and collection executives.
Achievements
Discharged my all the duties with responsibility and achieved targeted sales and collections.
Reason for Leaving
As I was transferred to Ahmedabad, Gujarat, I found it very difficult to sustain the following within the given salary.
1. Family compulsions.
2. I am the only earning member in the family and found it very difficult to meet both ends with a salary of Rs. 2100 PM
3. As the company policy was not to pay the housing rents to the staff who are transferred, the transfer order was even more difficult to accept, hence resigned.
My resignation due to transfer can be perceived as management’s objective and its ploy of terminating my employment could be better understood as it had already sold its entire card business portfolio to CITIBANK NA and was left with the staff to do nothing.
Company Name
THE AUTOMATIC ADVERTISING MACHINE – TAAM
Company Profile
An advertising agency – A Proprietary concern with its office in south Mumbai.
Period served
August 1983 to May 1985 Joined as Accountant.
Last Position held
Accountant with monthly salary of Rs. 500.00
Functional Responsibilities
Manually writing all books of accounts which included cash book, petty cash book, Ledger and drawing the trial balance.
Achievements
Discharged my duties with responsibility.
Reason for Leaving
For better prospects and career development.
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