Akash Kumar Singh
Gurgaon
Summary
A detail oriented and motivated individual with 8+ years experience in Customer Service, Debt Collection, Customer Excellence/Success, Client Servicing and knowledge in handling defaulted financial accounts.
Skilled in MS Office, Customer Retention, Customer Satisfaction with professional knowledge of business management. I believe in the methodology of maintaining strong connections and loyalty with existing clients and growing the revenue through adding new clients using my skills while adding value to myself through constant learning and contribution.
Overview
8
8
years of professional experience
Work History
Lead Collection Specialist/Account Manager
American Express India Private Limited
Gurgaon
05.2022 - Current
- Delivered exceptional customer experience on collection calls with business account & personal account holders while generating high revenue for the business & retaining the clients.
- Currently working for a critical project in a zero error environment to avoid any compliance error and SLA breach.
- Reviewed, researched and corrected discrepancies and customer concerns.
- Used skip tracing and other techniques to locate debtors
- Evaluated credit reports to uncover problems and develop strategies for consolidating and reducing client debt.
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Counseled debtors on payment options and arranged installment and settlement agreements.
Resident Expert
Encore Capital (MCM)
Gurgaon
10.2016 - 05.2019
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Advised customers of alternative actions and strategies for debt repayment.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Analyzed data to identify opportunities for improvement.
Senior Associate
Wipro BPS
Kolkata
08.2014 - 07.2016
- Managed high levels of call flow and responded to technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Contributed ideas and practical solutions to support process improvement efforts.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Worked with major service providers in UK like British Telecom and Talk Talk.
- Worked in Order Management desk (Talk Talk) where I had to schedule meetings with vendors to discuss and ensure smooth activation of services like Broadband and TV.
Education
Class 12 - Science
Calcutta Public School
Kolkata2010
Class 10 - Science
National English School
Kolkata2008
Skills
- Communication Skills
- Customer Relations Management
- Multi Tasking Abilities
- Planning and Coordination
- Team Building
- Flexible and Adaptable
- Analytical and Critical Thinking
- Interpersonal Skills
- Customer Relations Management
- Organization and Time Management
Extra - Curricular Activities
Second Voices (Escalation Calls)
• Connected with the card members with a fresh perspective on the issues faced, and to get the concerns sorted out quickly and efficiently.
• Provided best resolutions and exceptions if needed.
Hobbies
Listening to Music
Dancing
Chess
Football
Cooking
Timeline
Lead Collection Specialist/Account Manager
American Express India Private Limited
05.2022 - Current
Resident Expert
Encore Capital (MCM)
10.2016 - 05.2019
Senior Associate
Wipro BPS
08.2014 - 07.2016
Class 12 - Science
Calcutta Public School
Class 10 - Science
National English School
Similar Profiles
Saurabh ShuklaSaurabh Shukla
Operations Support/Customer Service Analyst at American Express India Private LimitedOperations Support/Customer Service Analyst at American Express India Private Limited
Kartik AroraKartik Arora
Data Privacy Analyst (Band 30) at American Express India Private LimitedData Privacy Analyst (Band 30) at American Express India Private Limited
Sangeet KapoorSangeet Kapoor
Lead Financial Analyst at American Express India Private LimitedLead Financial Analyst at American Express India Private Limited