BPO Call Center, Back Office >> Team Leader / Subject Matter Expert 
BPO Team Leader Resume Sample, Experience : 7 years

Professional Synopsis  :
Over 7+ years of experience in Credit Cards Collections(Citibank) .
Functioned as Quality Analyst,Team Leader and Agency Manager
Handling team of 12 agents in house and 9 agents at agency for collection calling.
Proficiency in monitoring and maintaining long-term customer relationships through the provision of high quality service.
Possess excellent interpersonal, communication and organizational skills with proven abilities in customer relationship management and planning.
Experience in vendor and agency handling for outsource business.

Organisational Experience  :
Tata Consultancy Services (Since-June2005 former CitiGroup Services)
Team Leader
Handling Recovery Citibank credit card
Responsible for getting the daily calling and collection activity delivered from the team and achieve the collection target on monthly basis
Handling team of 12 agents in house and 9 agents at agency for the outsource collection calling.
Customer handling providing closures on delinquent cards through settlement
Handling walk in customers and providing solution to their queries and disputes.
Handling customer escalations.
Maintaing the code of conduct on floor
Responsible to improve the quality of the business by listening to calls and providing feedback and coaching.
Coordinating with the training unit, mis unit, quality team ,audit team, operation team, other region for smooth functioning of daily business activity
Responsible to maintain focus on delivery target on production parameterss like attempt intensity ,contact reach, contact intensity, time on sytem,pos


waiver..etc
Analyzing Mis and accordingly making action plan for achieving the task assign
Daily reporting and managing daily collection target
Portfolio management
Responsible to improve the quality of the business by doing regular call evals and providing coaching and feedback.
Daily reporting and managing daily collection target
Visiting agency and monitoring business activities on regular basis
Checking the daily payment and receipt register and highlight any issues if any to the audit team
Conducting training at agency to update the unit with the process.
Month end reports and memo to be prepared checked and filed for audit purpose
Validating agency billing monthly for the work done
Maintain daily productivity target for self and aiming at achieving the month end task and collection target along with handling customer escalations.

Sercon (P) LTD Jan 05-May 05 :
Profile  :
Making Outbound calls to vendor and audience and invite for coporate events conducted by clients along with solving their queries
Evolve Brands (P) LTD July 2004 to Dec 2004
Backend support for corporate events organized by the company
Making Outbound calls to vendor and audience and invite for corporate events conducted by clients along with solving their queries

Academic Qualification  :
Course University / Institution Year
MCOM Mumbai University 2008
BCOM Mumbai University 2005
HSC M M K college 2002
SSC St Xavier High School 1999

Computer Proficiency  :
Proficiency in use of computer like Internet Browsing, Window etc.
Knowledge of MS-Office.

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