Customer Service Process Improvement

K. Raj Kumar

Mobile: +919********* Email: ************@*****.***

Career Summary:

Result-focused, quality-driven professional with over 5+ years of experience in risk analysis credit control, credit fraud, Fraud detection, Fraud prevention, Collections and customer service. Demonstrating consistent achievement of objectives, strong multi-tasking and service skills and dedication to organizational goals. Advanced presentation and relationship development abilities, with track record of success improving customer relations to ensure profit turnarounds.

Professional qualification: Total 5.1 years of Work Experience

• Have over 4.10 years work experience in GE Capital from August 2006 to May 2011.

• Worked as a Process associate in Genpact from April 2006 to August 2006.

• Have various skills of operational and implementation strategies.

• Experienced with numbers of several extended operational and implementation works.

Computer Skills:

• Office Package: Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft PowerPoint, Microsoft Outlook Express.

• MS Excel (Pivot tables, Pareto charts and Formulae.)

Academic Background:

• Bachelor’s degree from Kakatiya University (Bachelor of Commerce) passed out in 2003.

Work Experience:

2006 – till May 2011: Worked as the Process Associate, Process developer, member of PIT (Process Improvement Team), Credit analyst and Reporting Analyst with the following job responsibilities

Current Assignment: GE Capital-Hyderabad, as Senior Risk analyst for 2 years. The role demands a strong combination of interpersonal, analytical and decision-making skills independently.

Job Role & Responsibility:

Senior Risk analyst (Underwriting, Risk analysis, Credit decisioning, Fraud detection) since 2009- till date

• Identifying and measuring risk faced and calculating credit risk, making decision on the applications and preventing loss by evaluating credit risk.

• Analyze credit data and financial statements to determine the degree of risk involved in

extending credit or lending money.

• Evaluate customer records and recommend payment plans based on earnings, savings, data, and payment history and purchase activity.

• Generate financial ratios using computer programs, to evaluate customers’ financial status.

• Perform credit risk assessments of new customers.

• Review individual or commercial customer files to identify and select delinquent accounts for Collection. Compare liquidity, profitability, and credit histories of establishments being evaluated with those of similar establishments in the same industry and geographic location.

• Identifying fraud applications.

• The main responsibility is to act according to the market situation we will have to keep our self updated about the latest news in the field of lending, so that we can take timely precautions to minimize the damage. We are also trained in various aspects related to fraud like fraud underwriting, detection and fraud investigation.

• Maintaining good relationship with all the customers and employees.

• Besides routine responsibilities of credit analysis, measuring risk factors, validating customer’s financials. I also worked on various projects relating to red flag reports.

• I have also gone through many leadership programs and trainings which help me professionally and personally.

Process Associate:

• As a Process Associate (in collections) serving and collecting debts from the customers.

• Sending out the team individual’s performance reports to the team members.

Process Developer:

• Afford necessary association for improving team’s performance through huddles and mentoring weak team players.

• Publishing reports of the teams performances to the respective teams and managers.

• Working and sending out the key reports of the portfolio such as TOS (Time on system), Wrap, SDR, individual AES (Associate evaluation system).

• Handled the major reporting of collections by publishing CE (collection efficiency) reports for the site.

• Created calculators using MS excel (TOS & Wrap Calc, PT & FT AES calc) to monitor individual SLA’s by team individuals and maintain the performance, which drastically increased the team individuals and the sites SLA’s.

PIT (Process Improvement Team)

• An extra edge over the process handling the high balanced delinquent accounts.

• Strategizing the ways to meet the gross logs and SLA’s.

• Keeping a track of team individual’s performances and supervising the improvement by mentoring the bottom 20% team players.

• Worked as a back up for the portfolio’s Business Analyst.

Achievements and contributions:

• Received 3 cutting edge awards.

• Productivity champion award for the 2nd quarter of 2008.

• Special recognition award for the reporting skills.

• Was a member of different events in GE Capital.

SME (Subject Matter Expert):

• Worked as an SME (Subject Matter Expert) and handled 3 batches of 10 members in each batch.

• Worked as an EHD (Escalation Help Desk).

Genpact, Hyderabad

Process Associate from April 2006 to August 2006:

I was in the part of Genpact Training Academy.

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