Collections & Customer Service Specialist

RAKESH RAI

) EMAIL

***************@*****.***

& PHONE

884*******

n ADDRESS

41th B1 Block, Ashok Nagar New Delhi

– 110096

SKILLS

• Customer Service (Chat & Voice)

• Billing Dispute Resolution

• Collections & Recovery

• Fraud Escalation & Handling

• Payment Negotiation

• Negotiations

• CRM Tools & Sales Tracking

• Upselling & Cross-Selling

• Objection Handling

• Customer Retention

• Microsoft Excel

• Account Management

n PROFILE SUMMARY

Customer Service and Collections professional with 6+ years of experience across BPO, telecom, and financial collections domains. Proven track record in billing dispute resolution, fraud handling, payment negotiation, and chat & voice-based customer support. Adept at building customer trust, resolving complex issues, and consistently exceeding performance targets. n WORK EXPERIENCE

Astra Global Services

Collection Specialist

12/2025 – Present Noida

• Handled inbound and outbound collection calls for overdue accounts on behalf of a U.S.-based law firm.

• Negotiated payment plans and resolved customer queries related to outstanding balances.

• Maintained accurate account documentation and payment records in the CRM system.

• Achieved collection, productivity, and call quality targets in a blended process environment.

• Ensured compliance with collection policies and professional communication standards. iEnergizer IT Services Pvt. Ltd.

Senior Executive – Customer Service & Sales

01/2019 – 06/2025

• Delivered high-performance chat-based sales support for Sprint (T-Mobile), consistently meeting and exceeding individual targets.

• Handled end-to-end resolution of billing disputes and fraud claims with attention to accuracy and customer trust.

• Provided real-time cost calculations and plan comparisons, enabling customers to make informed purchase decisions.

• Cross-sold accessories, insurance plans, and value-added services, improving customer lifetime value.

• Explained complex billing structures and account changes clearly, reducing repeat queries.

• Conducted internal quality audits and peer reviews to uphold process and service standards.

• Collaborated with team leads and training teams to identify improvement areas and enhance engagement.

n EDUCATION

Graduation

Arunachal University

2019

Class 12th

BSEB

2014

Class 10th

Kendriya Vidyalaya Zakhama, Nagaland

2011

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