ALWARA QURESHI
Delhi
Summary
A highly motivated and goal-oriented professional, eager to leverage expertise in team leadership, strategic planning, and process optimization to contribute to a dynamic and progressive organization.
Results-driven Technical Analyst and Group Manager with extensive experience in debt collections, team leadership, project management, and operational excellence. Adept at driving performance, ensuring compliance, and fostering talent development. Proven ability to enhance productivity, optimize processes, and achieve organizational goals.
Overview
8
8
years of professional experience
6
6
Certifications
Work History
Group Manager
Encore Capital Group
01.2019 - Current
- Expertise in third-party debt collections, specializing in bad debt recovery.
- Lead and manage a team of 15-17 Account Managers, ensuring optimal performance.
- Oversee collection practices, providing comprehensive training and development for new hires.
- Spearhead project management initiatives, including milestone tracking, resource allocation, and budget estimations.
- Play a key role in Talent & Acquisition (T&A), hiring and onboarding new Account Managers.
- Ensure compliance with FDCPA (US) Law, maintaining high standards in quality and productivity.
- Develop and implement effective payment plans, retaining payers and resolving disputes.
- Provide coaching and performance feedback, driving excellence in both productivity and quality.
- Focus on employee engagement strategies to minimize attrition and boost team morale.
- Align operations with organizational objectives, fostering consumer satisfaction and compliance.
Technical Analyst
IBM India Private Limited
01.2017 - 01.2019
- Delivered technical support, troubleshooting network, application, and hardware-related issues.
- Managed and resolved high volumes of support tickets, ensuring quick issue remediation.
- Documented all transactions and interactions to build an extensive knowledge base for future reference.
- Provided B2B services, engaging with end-users via email, phone, live chat, and forums.
- Enhanced customer satisfaction by efficiently resolving inquiries and improving support operations.
Education
Bachelor of Business Management - Finance
Commerce, Mathematics
Commerce, Mathematics
Skills
People Leadership & Team Motivation
Strategic Planning & Execution
Debt Collection & Recovery Strategies
Leadership & Team Development
Customer Service Excellence
Technical Issue Analysis & Troubleshooting
Project Management & Scheduling
Operations & Efficiency Optimization
Employee Coaching & Performance Management
Compliance & Risk Management
Strong Oral & Written Communication
Certification
Elite Collector Award (Two-time recipient)
Additional Information
A highly motivated and goal-oriented professional, eager to leverage expertise in team leadership, strategic planning, and process optimization to contribute to a dynamic and progressive organization.
Timeline
Group Manager - Encore Capital Group
01.2019 - Current
Technical Analyst - IBM India Private Limited
01.2017 - 01.2019
Indraprastha Institute of Technology and Management - Bachelor of Business Management, Finance
St. Joseph's Convent - , Commerce, Mathematics
DAV School - , Commerce, Mathematics