Anuj Kumar
Senior Associate - Account Management
Bokaro Steel CIty
Summary
Detail-orientated individual adept at making critical decisions, managing deadlines and enthusiastic about take on exciting new challenges. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements. Skilled at understanding customer and colleague requests and meeting needs.
Overview
4
4
years of professional experience
2
2
Languages
Work History
Senior Associate - Account Management
Sutherland Global Services Pty Ltd
Chennai
03.2023 - Current
- Defined work plans in alignment with stakeholder requirements.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Quantified debtor balances to avoid late payments and bad credit.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Liaised with other departments to investigate and resolve order or invoice-related issues.
- Trained and mentored junior staff on customer service strategies and techniques.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Researched accounts and completed due diligence to resolve collection problems.
- Used skip tracing and other techniques to locate debtors.
- Negotiated payment arrangements with customers to establish timely receipt of payments.
- Matched purchase orders with invoices and recorded necessary information.
Associate
Tata Consultancy Services
Kolkata
09.2019 - 03.2023
- Star Performer of the month Award in 2020
- Special Initiative Award in 2021
- Engaged with customers to better understand needs and deliver excellent service efficiently and promptly
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Led team of 5 in absence of Head Supervisor
- Assisted in supervising other teammates to achieve daily goals
- Accurately compiled, computed and verified data while resolving complex issues
- Displayed proactive problem-solving and query-resolution skills to provide superior customer service
- Met monthly objectives by providing personalized, friendly and knowledgeable customer assistance
- Optimized workflow by updating teams with critical operational information in fast-paced environment
- Training SPOC of the project
- Managing collection, payment allocation & processing commission
- Dispute follow ups for the customer (calls & emails)
- Customer Data Management
- Payment allocation from the respective G/L's to relevant customer account
- Account maintenance, Initiate refunds and set up auto debit options for clients
- Taking part in weekly reporting & review calls with clients(onshore)
- Training new associate and handling escalations on behalf of the team
- Performing the Cash clean-up activity on a month end basis to clear the credit balances for the specific time limit and posting it to the relevant G/L
- Auditing the works and reporting it to the clients
Education
Accounts
St. Xavier's College
Ranchi, Jharkhand 6 2016 - 5 2019
Intermediate - 12th - Commerce
M.G.M.Higher Secondary School
Bokaro Steel City, Jharkhand 4 2015 - 5 2016
Matriculation - 10th -
M.G.M.Higher Secondary School
Bokaro Steel City, Jharkhand 05.2013 - 5 2014
Skills
Microsoft Office proficiencyProblem-solvingCommunication skillsGoal-orientedCustomer-focusedCard payment processingDispute ManagementFull Professional Proficiency
Delinquent account management
Report preparation
Documentation and reporting
Account management
NetSuite ERP
Google Workspace
MS Office
Good Telephone Etiquette
Oracle ERP
Docview
Large account management
Accomplishments
- Supervised team of 5 staff members.
- Increased the collection from 80% to 96% (10/21 - 01/22)
- Monetary Transactions - Handled check, credit and automatic debit card transactions with 100% accuracy.
- Star Performer of the month in 2020.
- Special Initiative Award in 202.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Senior Associate - Account Management
Sutherland Global Services Pty Ltd
03.2023 - Current
Associate
Tata Consultancy Services
09.2019 - 03.2023
Matriculation - 10th -
M.G.M.Higher Secondary School
05.2013 - 5 2014
Accounts
St. Xavier's College
6 2016 - 5 2019
Intermediate - 12th - Commerce
M.G.M.Higher Secondary School
4 2015 - 5 2016