Aditya Raushan

• Company Overview: Echosoft Infocom Pvt Ltd - Operations Sales Department
• Expertly sold and upgraded QuickBooks software and support plans, consistently exceeding sales targets and driving revenue growth
• Provided exceptional technical support and guidance to clients, ensuring seamless software implementation and customer satisfaction
• Built and maintained strong client relationships, fostering trust and loyalty through personalized service and proactive communication
• Conducted product demonstrations and training sessions to educate clients on QuickBooks features, maximizing their software utilization
• Collaborated with cross-functional teams to resolve client issues, improve service delivery, and enhance the overall customer experience
• Echosoft Infocom Pvt Ltd - Operations Sales Department
• Recognized as a top performer for consistently surpassing sales goals and contributing to team success
• Played a key role in increasing client retention and upselling support plans, boosting company profitability.
• Quality Analyst Echosoft Infocom Pvt Ltd March 2019 – July 2022 After being promoted to Quality Analyst, I played a critical role in monitoring, evaluating, and enhancing call quality and customer interactions within the organization. My primary responsibility was to ensure that sales and support associates adhered to established quality parameters, compliance policies, and customer service standards.I conducted call barging, call audits, and quality assessments to evaluate associate performance based on predefined metrics, including communication skills, technical accuracy, policy adherence, and customer engagement. By analyzing call recordings and live interactions, I identified areas for improvement and provided constructive feedback and coaching sessions to enhance performance. My goal was to help associates refine their approach, improve customer satisfaction, and achieve operational excellence.A key part of my role was ensuring compliance with Fatal Error (FETALS) and Zero Tolerance Policy (ZTP) guidelines to maintain high service standards and minimize operational risks. I worked closely with team leads and management to implement corrective actions, improve quality assurance frameworks, and drive continuous process enhancements.I also conducted training sessions for new and existing associates, focusing on best practices, communication techniques, and policy updates to align with company objectives. Through my efforts, I contributed to improving overall call quality, compliance adherence, and customer satisfaction.Key Achievements:• Enhanced call quality standards by identifying and addressing key performance gaps.• Successfully coached associates, improving their adherence to quality parameters and compliance policies.• Played a pivotal role in maintaining customer service excellence, leading to higher client satisfaction.My experience as a Quality Analyst strengthened my ability to analyze performance metrics, provide actionable feedback, and drive process improvements, making a lasting impact on the organization’s success.

• Company Overview: John Keels BPO - Operations Sales Department
• Consistently ranked as the top software seller, specializing in Reimage and Systweak software solutions, achieving and exceeding sales targets on a regular basis
• Provided exceptional technical resolution and support to US-based clients, ensuring high customer satisfaction and retention
• Demonstrated strong expertise in software product knowledge, enabling effective communication of technical features and benefits to clients
• Maintained a high level of dedication to sales excellence, contributing to the overall success of the team and organization
• Developed and implemented strategies to upsell and cross-sell products, resulting in increased revenue and client engagement
• Collaborated with cross-functional teams to address client concerns, improve product offerings, and enhance the customer experience
• John Keels BPO - Operations Sales Department
• Recognized for outstanding sales performance and overachieving monthly and quarterly targets
• Built a reputation for delivering prompt and effective technical solutions, fostering long-term client relationships

Collection Executive

Citi Bank – Third-Party Collection Department

As a Collection Executive in Citi Bank’s Third-Party Collection Department, I was responsible for handling outbound calls via an automatic dialer system to recover overdue credit card payments from U.S. clients. My role required a strong focus on debt recovery, negotiation, compliance, and customer relationship management to ensure timely payments while maintaining a professional and customer-centric approach.

Outbound Calling & Debt Recovery

My primary responsibility was to make outbound calls to customers who had missed their credit card payments. Using an automatic outbound dialer, I efficiently reached a high volume of clients daily, reminding them about their outstanding dues and the consequences of non-payment. I worked with customers across different delinquency stages, from early-stage overdue accounts to high-risk delinquent cases. My approach involved identifying the reasons for non-payment and providing personalized solutions to encourage prompt repayment.

Negotiating Payment Solutions

A key aspect of my role was to negotiate and offer tailored repayment solutions based on the customer’s financial situation. I provided various options, including:

• One-time full payments to clear outstanding balances.

• EMI (Equated Monthly Installments) conversions for more manageable payments.

• Settlements or partial payment arrangements for financially distressed customers.

• Payment extensions to assist customers in preventing late fees and further penalties.

I ensured that customers fully understood the available repayment options, guiding them toward the best possible financial decision while helping Citi Bank reduce delinquencies and financial losses.

Customer Service & Relationship Management

While the primary goal was debt recovery, I maintained a customer-centric approach by providing empathetic and solution-oriented service. Many customers faced financial hardships, and I handled conversations with patience, professionalism, and respect to build trust and maintain long-term relationships. My ability to de-escalate difficult situations and address customer concernseffectively contributed to positive interactions and higher payment recovery rates.

Additionally, I provided customers with guidance on Citi Bank’s payment policies, various payment channels, and ways to avoid future delinquencies. Educating clients on credit management was a key part of ensuring they remained financially responsible in the future.

Compliance & Documentation

Working in a financial institution required strict adherence to banking regulations, company policies, and fair debt collection practices. I followed Citi Bank’s compliance guidelines, ensuring that all interactions aligned with regulatory requirements such as:

• Maintaining confidentiality and data security while handling sensitive customer information.

• Using approved collection scripts to ensure ethical and professional communication.

• Adhering to U.S. debt collection laws, including the Fair Debt Collection Practices Act (FDCPA).

Additionally, I maintained accurate documentation of customer interactions, payment commitments, and follow-ups. This ensured that all recovery efforts were properly recorded and could be referenced for future collections or escalations.

Follow-up & Target Achievement

Follow-ups were a crucial part of my strategy to ensure successful debt recovery. I regularly contacted customers who had promised payments to confirm completion and address any further concerns. If a payment was not made as agreed, I reassessed the customer’s situation and reinforced the urgency of settling their dues.

I worked in a target-driven environment, where I consistently achieved and exceeded monthly recovery goals by:

• Maintaining a high call volume and conversion rate.

• Effectively negotiating and closing payment commitments.

• Implementing strategic follow-ups to minimize payment defaults.

Key Skills & Achievements:

• Successfully recovered overdue payments from U.S. clients through outbound calling.

• Negotiated and secured payment solutions, increasing overall collection rates.

• Maintained compliance with U.S. banking regulations and FDCPA guidelines.

• Built strong customer relationships, handling sensitive financial situations with empathy and professionalism.

• Consistently achieved and exceeded monthly recovery targets.

My experience at Citi Bank strengthened my skills in debt collection, negotiation, compliance, and customer service. I developed a deep understanding of financial recovery strategies and the importance of maintaining strong client relationships. I am now eager to apply these skills in a new role, contributing to a company’s success while ensuring positive customer experiences.

Sales Associate

Tech Live Connect

As a Sales Associate at Tech Live Connect, I handled inbound query calls from Australian clients regarding Microsoft Office software. My primary role was to assist customers with product inquiries, troubleshoot basic issues, and convert these interactions into successful sales. By effectively understanding customer needs and demonstrating the value of Microsoft Office products, I consistently drove revenue growth.

In addition to software sales, I was responsible for promoting and selling support plans that provided customers with extended technical assistance. By highlighting the benefits of these plans and tailoring recommendations to individual customer needs, I successfully increased sales and customer retention. My strong communication skills, problem-solving abilities, and persuasive selling techniques allowed me to exceed performance targets consistently.

Throughout my tenure, I played a key role in enhancing customer satisfaction by providing clear, professional, and efficient service. My ability to build rapport with customers and address their concerns effectively contributed to high conversion rates and positive client experiences.

Due to my outstanding performance, I was recognized as the Top Seller of the Year, an achievement that reflects my dedication, sales expertise, and ability to excel in a fast-paced, target-driven environment. My experience at Tech Live Connect has strengthened my ability to engage with international clients, drive sales, and deliver exceptional service. I look forward to applying these skills to my next role, where I can continue making a meaningful impact.