AKASH SHRIVASTAV
Noida
Summary
Results-driven Collections Process Expert with over 3 years of experience in managing accounts receivable, optimizing debt recovery processes, and ensuring compliance with federal regulations such as the Fair Debt Collection Practices Act (FDCPA). Skilled in using CRM systems, skip-tracing techniques to maximize recovery rates while maintaining positive client relationships. Dynamic Car Insurance Sales and Customer Service Professional with over 5 years of experience in driving policy sales, managing customer relationships, and delivering exceptional customer support in the insurance industry. Adept at resolving complex customer inquiries, ensuring compliance with insurance regulations, and utilizing CRM systems to enhance client retention.
Seeking a challenging role to leverage expertise in collections strategy and team leadership.
Overview
9
9
years of professional experience
Work History
Customer Care Representative
Admiral Group Plc.
10.2018 - 10.2024
- Conduct calls to potential customers and effectively communicate the benefits of our products or services
- Managed approximately 60 incoming calls, emails and faxes per day from customers.
- Maintain a high level of product knowledge and be able to answer customer enquiries
- Upselling Admiral Business products to potential customers increasing the reach of Admiral Business
- Build and maintain strong customer relationships by providing exceptional customer service
- Update customer information and sales records accurately in the CRM system
- Prepares daily reports on the daily activities of Customer Service Team.
- Received and resolved escalation level calls from representatives and customers.
- Ensures that all the requests, queries and complaints of customer are responded in a timely and professional manner.
- Consistently meet or exceed monthly/quarterly/annual sales goals.
- Serves as a basic point of contact for customers with complaints, queries, request, feedback etc.
- Selected by management to take sessions of new team members on customer satisfaction, products and services and procedures.
- Placate escalated service calls using diplomacy and tact, ensuring that customer's needs are addressed to maintain customer satisfaction, retention, and ongoing business.
- Supported sales reps and managers by explaining best practices using open communication model on various processes and making adjustments to procedures as needed.
Accounts Manager Credit & Collections
Midland Credit Management (MCM) India Pvt Ltd
02.2016 - 08.2018
- Handled 120+ daily outbound calls, negotiating payment arrangements and Helped the Consumers to settle their Default Credit accounts by offering the best possible solution using OCM model.
- Negotiate with the customer or authorized third parties to reach agreement on payment or resolution of issues.
- Maintained accurate records of customer interactions using CRM systems, ensuring compliance with FDCPA regulations.
- Ensure Service Level Agreement parameters are met within the team, including incoming emails and work lists and export files.
- Served customers with knowledgeable, friendly support at every stage of conversation and Gained customer trust and confidence.
Process Expert
Interglobe Technologies Pvt Ltd
05.2015 - 01.2016
- Helping the Customer Over the Phone in resolving their issues, travelling with United Airlines.
- Managed approximately 30 incoming calls and emails per day from customers.
- Coordinates with Technical support team in handling issues.
- Follow-up and track on customer enquiries.
- Provides all Back-office support tasks like sending and receiving emails.
Education
B. Tech - Mechanical Engineering
Hindustan College of Science & Technology
Agra06.2014
Skills
- Debt Recovery: Expert in negotiation, payment plan development, and delinquency management
- Compliance: In-depth knowledge of FDCPA, FCRA, and state collection laws
- Technical Proficiency: Proficient in CRM platforms (Salesforce), Microsoft Office Suite, and insurance quoting software (Guidewire)
- Communication: Fluent in English, exceptional dispute resolution skills
- Car Insurance Sales: Expertise in policy pitching, cross-selling, and upselling auto insurance products
- Customer Service: Skilled in conflict resolution, claims support, and personalized client engagement Advanced product knowledge,Customer needs analysis
- Compliance Knowledge: Familiar with state insurance regulations and underwriting processes, Complaint resolution
- Sales Metrics: Consistently achieved 90% customer satisfaction ratings and 20% sales growth
Hobbies and Interests
Travel & Explore, Photography, Music
Timeline
Customer Care Representative
Admiral Group Plc.
10.2018 - 10.2024
Accounts Manager Credit & Collections
Midland Credit Management (MCM) India Pvt Ltd
02.2016 - 08.2018
Process Expert
Interglobe Technologies Pvt Ltd
05.2015 - 01.2016
B. Tech - Mechanical Engineering
Hindustan College of Science & Technology
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