Customer Service Management

M. R. PUSPALATA

Contacts: 978-***-**** / 984-***-**** ~ E-Mail: *********@*****.**.**

Assignments in the field of:

~ Risk Management ~ Collections & Recovery Operations ~Operations & Customer Service ~ Credit and Fraud Control ~ Portfolio Management ~

EXECUTIVE SUMMARY

BUSINESS SKILLS

Managing and monitoring delinquent account collection and establishing terms of payment as well as handling vendor. Preparing MIS reports to provide feedback to the top management on business operations, viz., billing, collection, credit control, profitability, etc.

Proven experience in Customer advocacy- Credit –Underwriting, Front end operations of Mortgages, personal loans and consumer durables and Internal Audit

Ensuring service to Mortgages and Personal Loan customers regarding their Loan account requirements & Closure related

Follow up of Service TAT for customers and escalations for resolution wherever required & to ensure that customer experience is enhanced by providing the best possible TAT

Conceptualizing & implementing recovery strategies in case of default payment.

Supervising the team for managing high value fraud cases / defaulters / insolvent clients and initiating appropriate legal actions against them.

Allocating cases, ensuring field visits, curtailing flow rates and normalizing delinquent accounts.

Devising and effectuating risk policies, managing wide risks and implementing effective mechanisms to mitigate the same.

Analyzing the behaviour pattern of defaulters, putting necessary recommendation to the Credit Team to tighten the norms and restricting the entry of intentional & habitual defaulter in the system.

Training & monitoring the performance of team members to ensure efficiency in collections/operations and meeting of individual & group targets.

CAREER CHRONICLE

From Jul’07 with Kotak Old Mutual Life Insurance,Coimbatore

Financial Advisor

Key Deliverables:

Trained with Insurance products and licentiated advisors for business

Enrolled Life insurance policies of 12 nos. with 1.50 lacs premium

Dec’07 – May’14 with CitiFinancial Consumer Finance India Ltd., Coimbatore

Manager –Collections

Key Deliverables:

Spearheaded Collection Support function as Regional SPOC (Single Point of Contact) for the entire South Region

Handled Customer service also in Coimbatore along with the Collection aspects

Efficiently handled wide gamut of tasks encompassing:

oData Preparation, Audit Findings/Closures, Report Compilation.

oPL & HL Mortgage collection performance monitoring & MIS related, Quality Sampling done for sample cases towards the collateral property visits etc.

oPerformance MIS, Trending Reports Analysis, Billing Issues Co-ordination.

oCustomer Service Issues Coordination, Projection NOS Preparation

Administered consolidation of Trail Quality Analysis through sampling along with Timely & Adhoc Reports, etc.

Handled four agencies in Coimbatore with around 40 executives towards portfolio management

Trained them & achieved the level targets with consistent performance

Prior to that handled call centre executives in In-house model before the origination of Agency model thereby monitoring both Pickup & Field referral executives

Key Highlights:

Dexterously maintained all audit related documents and coordinated with cross-functional teams to address any discrepancies related to the Cash Cheque Summary & the Daily Collectors Report pending.

Essayed a key role in handling Post Office Cheques, presentation status for the ROTN by maintaining appropriate reconciliation sheet.

Diligently handled Bucket 0 to Recovery in PL & HL preferably concentrating GCL in PL & PFIP in HL - Stage before Recovery.

Maintained a consistency performance in GCL Bucket (Bucket 4) with 45% and given a front end break in the initial bucket 0

Instrumental in administering 18+1 Call Center for collection of Balance PDC Cheques from The PL customer for the ROTN locations.

Any unique initiative taken to improve customer satisfaction level

Received “You Made a Difference” Award twice for my extra ordinary performance

Capable of collecting other additional charges say Bounce charges apart from EMI collection; also will ensure very meagre waiver or no waiver that would generate income revenue to the concern

Maximum will ensure collections thru telecalling avoiding field visits basis customer behavioural payment pattern thereby economise cost

Jun’03 – Nov’07 with BPL Cellular Ltd. - Hutch Mobile (Presently Vodafone) - Associates “Hermetic Business Solutions (P) Ltd. (Formerly Crystal Corporate)

As Floor Manager

Key Highlights:

Dexterously administered overdue payments and achieved the collection target of 92% with consistency in performance in coordination with nearly 20 Executives.

Main aspect is 4R mechanism-Risk,Retention,Revenue & Reward in handling Telecom collections

Played a stellar role in effective account management by handling over 13000 subscribers with a value of Rs. 1cr.

Successfully handled 30 Executives and steered efforts towards their performance enhancement up to 94%.

Spearheaded Data updation in MIS, while handling calls from over 26000 subscribers with a value of Rs. 2.5 cr.

PRECEDING ASSIGNMENTS

Jan’98-May’00 Citibank Credit Card Collections – Associates “Benchmark Services” As Tele Collection Assistant

Jun’00- May’02 Standard Chartered Bank Credit Card Collections – Associates “Crystal Credit” As Tele Assistant

Jun’02- May’03 G.E. Countrywide Financial Services Ltd. – Associates “Professional Management Consultants Pvt. Ltd.” as Tele-Marketing Executive

SCHOLASTICS

Completed MBA (HR) from IGNOU --Indira Gandhi National Open University in June 2013

Diploma in Office Automation from CSC Computer Education in 2005

PG Diploma in Management from IGNOU in August 2012

PG Diploma in Human Resource Management from IGNOU in August 2012

B.Com. from Queen Mary’s College, Chennai in 1996.

IT FORTE

Well versed with MS Office Tools (Excel/ Word/ PowerPoint) & Outlook Express.

PERSONAL DOSSIER

Date of Birth : 8th April 1976.

Linguistic Abilities : English & Tamil.

Address : Old No 144, New No 44 B, East Venkataswamy, R. S. Puram Coimbatore – 641002.

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