Ask Question / Post resume

Post a reply to the thread: www.auditelinc.com Auditel Inc Noida : Team Leader Telecom Audit Services (USA Voice Process)

Your Message

Your Username:

Click here to log in

Notes:-
1) You can copy and paste your full resume in the box below.
2) Or you can ask your question. We try to answer, as far as possible.

Title:

[QUOTE=Guest;125365]Dhruvtosh Shastri
[b]E-mail [/b]: dhruvtosh AT yahoo.com 
[b]OBJECTIVE [/b]:
To work with a future-oriented company where acquired skills will be honed towards perfection, directing all my efforts towards achieving team as well as personal goals, and achieve success in whatever I do in life through dedication and hard work.
[b]KEY SKILL SETS [/b]:
- More than 5 years of customer service experience, specifically in collections
- Excellent written and verbal communication skills, and team management skills, with an eye for detail
- Working knowledge of collection tools and systems, different stages of collection and US compliance laws and regulations
- Well versed with tracking and reporting tools or systems
- Knowledge of MS Office—Word, Excel, PowerPoint, Outlook Express
- Strong mentoring, motivating and coaching skills
- Strong organizational, planning and analytical skills
- Extremely productive in a high-volume, high-stress environment 
- Self-starter with a can do attitude 
[b]EXPERIENCE [/b]: 
Encore Capital Group (2006–To date)
Collections–Group Manager (2010–To date)
Key Roles and Responsibilities
- Lead a team of 12–15 collectors and motivate them to achieve the individual as well as team’s target
- Consistently achieving all targets with strict adherence to quality parameters
- Conduct floor walks regularly for at least five and a half hours per day to supervise, coordinate and monitor the activities of collectors to ensure prompt and accurate response to debtors
- Handle any escalations that a collector is unable to handle, and solve process-related queries and grievances
- Monitor the calls taken by collectors and provide them constant feedback to enhance their performance
- Interact with the quality team to seek feedback on the team’s performance and team quality scores
- Conduct monthly one-on-one with the team members and share feedback with them
- Prioritize and assign work to collectors, and initiate corrective measures to resolve day-to-day work-related problems including scheduling or adjusting overtime requirements, break management as necessary
- Devise strategies to minimize attrition and absenteeism
- Interact with other departments such as HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements
- Hold team briefing and de-briefings before and after each shift
- Successfully handle all inventory issues
- Review and issue audits on account information and processes
- Prepare weekly collections reports for the team and the management
- Provided various training including on Principles of Leading Performance
- Ensure an efficient and qualitative operation through effective planning, leading, controlling and organising
[b]o Other Generic Duties [/b]: Stay updated on the process changes and process manuals, and ensure safe handling of systems and equipment provided
Senior Customer Service Representative (Resident Expert-Inbound) (2008–2010)
- Provided support to the collections team, ensuring all collections and customer service objectives were met
- Responsible for answering customer queries, problem solving and providing detailed information on their accounts
- Worked as a brand ambassador to interact with the new hires to motivate them
- Provided floor support to the teams in absence of the group managers
- Assisted in the training of new customer service representatives and associates through the Mentor-Mentee program 
- Answered inbound calls in support of customer needs
- Answered an average of 200 customer calls in a day through the call centre queue
- Ensured customers were given assistance in bringing their over limit and/or pass due account in the Promise to Pay department
Customer Service Representative (Process Expert-Outbound) (2006-2008)
- Ensured all collections and customer service objectives were met 
- Responsible for answering customer queries, problem solving and providing detailed information on their accounts in the outbound process
- Attended an average of 300 outbound calls in a day through the call centre queue
- Exceeded collections target month on month with customer satisfaction
[b]EDUCATION [/b]: 
Pursuing Master of Business Administration, Maharshi Dayanand University, Rohtak—2010–Ongoing
Bachelor of Business Administration, Guru Jambheshwar University, Hissar—2006–2009
Engineering Diploma in Electronics and Communications, Board of Technical Education Rajasthan, Jodhpur—2002–2005[/QUOTE]

All times are GMT +5.5. The time now is 11:14 PM.