GUNJAN MASOOM

Mobile: +91-790*******

e-mail: ada03k@r.postjobfree.com

Growth with Hard Work and Perseverance

(Location Preference: Mumbai)

CAREER OBJECTIVE

An optimist with strong communication skills, aims for excellence to perform at the best of his ability, for the growth of the organization and self development.

CORE COMPETENCIES

A dynamic and performance driven professional with experience in managerial assignments for sales, collections, credit control, accounts receivable management, vendor and transition management, client and customer service. I have served across various sectors including the BPO, LPO/KPO and media businesses with an experience of over a decade. Proficient in managing and leading teams to run successful process operations and an expert in developing procedures, service standards for business excellence. A result oriented leader with proven expertise in leading sales, delinquent accounts, recovery planning, effectuating risk policies, implementing mechanisms to mitigate risks and customer service. A proud recipient of “POWER OF GREEN” award presented by American Express.

Highly proficient in verbal and written english.

Effective communicator with excellent project management skills.

Strong analytical ability.

Self motivated, dynamic, independent, multi tasking and willing to work under a fast paced environment. EMPLOYMENT SCAN

August 2019 - till date : ICAN BPO PRIVATE LTD. ( Wagle Estate, Thane West) JOB ROLE: Assistant Manager - Operations

Project: Insurance Sales - Wishfin.com

Department: Sales

Key Responsibilities:

Managing a team of 150+ associates, TLs/TCs/SMEs.

Planning and implementing strategies to optimize sales.

Coordinate daily service operations. (e.g. sales processes, document fulfillment and payments)

Track the progress of weekly, monthly, quarterly and annual objectives.

Monitor and maintain lead inventory.

Evaluate employee performance and identify hiring and training needs.

Supervise and motivate staff to perform their best.

Coach and support new and existing Sales Associates.

Monitor operating costs, budgets and resources.

Suggest sales training programs and techniques.

Communicate with clients and evaluate their needs.

Analyze consumer behavior and adjust product positioning.

Handle complaints and escalations from customers.

Research emerging products and use information to update merchandise.

Create reports, analyze and interpret data, like revenues, expenses and competition.

Conduct regular audits to ensure the shop is functionable and presentable.

Make sure all employees adhere to company’s policies and guidelines.

Act as our organisation’s brand ambassador and set an example for the staff. Achievements:

Achieved 128 insurance sales with 60% issuance in the 1st month.

Achieved 210 insurance sales with 68% issuance in the 2nd month. April 2015 - July 2019 : Radius Global Solutions, LLC. (Powai, Hiranandani) JOB ROLE: Sr. Team Leader.

Project: 1st Party / 3rd Party Collections & Customer Service - American Express. Department: Operations.

Key Responsibilities:

Managing a team of 30 - 50 associates, TLs/ SMEs and coaches. Motivating and driving collections in order to achieve client goals, revenue targets and login hours.

Analyzing overall inventory and using it to optimise profit through various programs, distribute inventory to associates based on their skill.

Strategizing and implementing dialer based campaigns to boost revenue.

Coordinating with the quality, training and senior management to improve productivity and performance.

Generate daily reports, monitoring, auditing, mentoring and coaching associates and leaders to ensure integrity levels are always maintained.

Setting goals, performance standards and KPI’s for associates.

Analyzing reports generated by quality, dialer teams and discussing with associates to improve performance periodically.

Identifying training needs & developing training modules in relation to client updates.

Assessing and strategizing AOI’s to achieve the desired/ assigned goal.

Auditing and reviewing accounts to track progress of every associate for the inventory placed.

Conducting performance reviews & providing feedback on AOI’s.

Ensuring that new recruits are coached adequately to help bring them up to speed with veterans.

Empowering the team and leading them with “BLUE BOX VALUES” at all times.

Encouraging, motivating and delegating the team to ensure low attrition levels. Achievements:

Awarded Manager of the Quarter for the year 2017 (Jan - Mar).

Awarded “POWER OF GREEN” by American Express for the year 2018. October 2014 - April 2015: First Credit Services, Inc.(Thane W / Andheri E) JOB ROLE: Team Leader

Project: Gym Collections.

Department: Operations.

April 2013 - August 2014: Spanco/Respondez BPO Pvt. Ltd. (Airoli,Navi Mumbai) JOB ROLE: Team Leader

Project: RMCB (Medical Collections)/Protocol (Purchased Debts)/AMEX Credit Cards Third Party Collections Department: Operations.

Achievements:

Awarded best performer and team coach for 8 consecutive months while working with American Express.

Achieved several milestones in gross $$ collection across all the months as a Team Coach.

Awarded best collector/team coach (AMEX) and appreciated by client.

Promoted to Team Leader (AMEX) in November 2013. March 2012 – September 2012. Neural IT. (Airoli,Mindspace,Navi Mumbai) JOB ROLE: Sr. Debt Collector/ Team Coach.

Catered to: Law Offices Of Baker & Sanders (USA)

Project: Chase Third Party Collections/Purchased Debts/Litigation & Non Litigation. Department: Operations.

Achievements:

Received the top performer award for the quarter.

Was laterally moved to the role of a team coach.

Was given the responsibility to handle a team of 10 agents while maintaining individual and team’s performance. June 2011 – December 2011 - Altisource Business Solutions, Erstwhile Tracmail AR Services Pvt. Ltd. (Vashi - Navi Mumbai)

JOB ROLE: Sr. Recovery Specialist.

Project: AMEX Third Party Collections.

Department: Operations.

Achievements:

Excelled on individual goal defined on a monthly basis.

Was awarded the top collector for highest gross collected. November 2006 till April 2010: Tracmail AR Services Pvt. Ltd. (Vashi, Navi Mumbai) JOB ROLE: Recovery Specialist.

Project: AMEX Third Party Collections.

Department: Operations.

Achievements:

Received the top performer award for 3 consecutive quarters.

Laterally promoted to Sr. Recovery Specialist and a Team Coach (Blue Liner) during my tenure. EDUCATION

● HSC 2001-2003: St. Dominics Savio’s High School, Patna, Bihar. Scored-55% (Science)

● SSC 2000- 2001: Oak Grove School, Mussoorie. Scored 78% (Science) PERSONAL PROFILE

Date of Birth :13th March 1985

Address :A-2501, Tierra, Lodha Splendora,

Bhyandarpada, Godhbunder Road,

Thane W, Mumbai - 400615

Gunjan Masoom

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