Barath Vikraman M
Collection Manager
Summary
Diligent Collections Specialist with 6+year of experience in successfully managing and recovering outstanding debts. Adept at analyzing account data, negotiating payment plans, and maintaining strong client relationships. Demonstrated proficiency in relevant software and a keen ability to work in a fast-paced environment. Highly skilled at customer service, problem-solving, and communication to ensure efficient and effective debt resolution.
Overview
17
17
years of professional experience
1
1
Certification
Work History
LoanTap Credit Products Private Limited
Collection Manager 180+ & WO Multilingual Hindi
7 2022 - Current
- Authorized to sign the vakalat and execute a arrest warrant against the customer at the respective police station
- Following up with the court bailiff to initiate legal action on the execution petition against the defaulting customer to recover the funds, with the support of the police and the court
- Managed a team of 10 Inhouse collectors, overseeing all aspects of the collections process
- Managed 4 collection agencies and reconciliation of collected accounts
- Ensured timely payout follow-up with the finance team
- Developed and implemented new collection strategies, resulting in a 15% increase in recovery rates from 15Cr stock
- Negotiated and settled over 50 accounts per month, maximizing recoveries from full outstanding waiver of 30%
- Utilized skip tracing techniques to locate and contact debtors
- Managed accounts receivable and worked closely with finance to ensure timely payments
- Created and maintained detailed collection files, including legal and financial documentation
- Provided exceptional customer service, resolving debtor inquiries and complaints
- Utilized negotiation and persuasion skills to resolve disputes and collect outstanding debts
- Supervised and motivated a team of collection representatives to achieve performance goals
- Monitored and adjusted collection strategies based on changing economic conditions and industry trends
- Handled RBI customers' complaints with the assistance of the customer service team
- A detailed report has been prepared amicably.
Enlist Management Consultants Pvt Ltd
Collections Manager – Non Metro X to WO
11.2020 - 06.2022
- Work closely with IndusInd Bank and DB Bank regarding housing loans, personal loans, credit cards, LAP allocation, and manpower approval
- Allocating the cases to respective non-metro branch managers in Chennai, Punjab, Ludhiana, Jaipur, Kanpur, Pune, and Coimbatore
- Maintaining daily and monthly MIS reports and providing proper feedback
- Ensuring branch managers conduct field visits for high-value and dispute cases
- Striving to achieve the target resolution and quality vs quantity metrics
- Maintaining a cordial relationship with bank ZCM RCM & NCM clients
- Continuously monitoring branches via CCTV, in-house telecaller, and field executive live location with supporting applications
- Conducting a mock bank audit checklist and evaluating branch managers monthly with a rating of 5/5
- Handling the bank audit quarterly with a scored 100/100 respective branches
- Recruiting DRA-trained telecallers, field executives, and supervisors for all products & DPD
- Managing legal procedures for all NPA customers
- Handling customer complaints in collaboration with local police stations, closing disputes amicably, and following up with clients for billing.
TVS Supply Chain Solutions
Collection Officer
02.2018 - 08.2020
- B2B collection for Pan India clients
- Daily projection shared to vice president and CEO
- Ensure compliance and consistency of company policies, procedures and best practices
- Follow up on pending invoice payment with respective clients' business to business collection process
- Vendor management, debit as per the damage goods and disclosing the vendor performance on a monthly basis
- Surprise audit with respective vendor
- End-to-end client and vendor billing as per the quantitative measurements assigned by the turnaround time (TAT)
- In the event of delayed payment after multiple reminders and client visits, a legal notice will be issued with the assistance of the legal team for non-responding clients
- Received R&R from CEO for sharing a timely report & supporting the IT team to modify the process
- Major collection would be from L&T, TATA metallic and TATA steel & Voltas, Sintex
- North & west based plants
- Received R&R from CEO for doing RCA & collecting the long pending amount 6cr from TATA metallic.
Edenred India Pvt Ltd
Operations Manager (SBI ICICI SCB )
02.2014 - 02.2018
- handled Reward points of major banks and NBFC and companies (SBI,SCB,ICICI,Airtel, WIPRO,HP)
- Handling a team of 8 members & 1Team leader
- Indent follow-up with cross functional team for stock
- Shipment priority connection to customers and getting customer feedback
- Proactively inform the purchase team to procure a particular product or GV for priority delivery
- Shortlisting the candidates based on the fluency of language
- (Hindi, Telugu, Tamil Malayalam)
- Vendor management, Indent failures, Courier performance on monthly basis
- Make executives adhere to assigned process & avoid escalation
- Preparing MIS on a weekly, monthly basis & establishing business head.
Computer Age Management Services (CAMS)
Sr. Customer Support Officer
06.2013 - 01.2014
- Handled inbound calls and provided accurate and detailed information based on customer requirements
- Handled VIP customer's queries and escalation calls and closed within TAT
- Promoted as Quality Analyst through IJP & performed mock calls established call audits for 30-40 agents on a monthly basis and shared feedback to improve their performance
- Training the new employees in the process as well as call center telephone etiquette
- Preparing MIS on a weekly, monthly basis presenting the achievements on quality parameters.
Consim Info Pvt. Ltd
Sr. Customer Care Executive
09.2010 - 10.2012
- Handled queries via chat, inbound call and cross selling the package & assisting to make payment via online & IVR payment mode
- Consistently achieved the target by selling high value packages
- Troubleshooting while making payment by customer if fails will follow the customer and collect the payment through assigning the FE or branch payment or online payment
- Received applause from Mr Murgavel jankiraman CEO for handling customer patiently.
- Handled VIP customers and sold 5 elite packages.
Agency manager
ICICI Bank Ltd
08.2008 - 03.2010
- Joined as phone banking officer for ICICI Tele collection department
- Achieved 98 % target in 180 DPD & 90% in write off
- Promoted as Agency manager and handling the agency with 8 field executives
- Allocating the dump to the agency assigning the target for different DPD
- Weekly review with field executive and Agency proprietor
- Issuing settlement letter to customers & Agency monthly reconciliation
- Escalation management and coordinating with legal team for amicable closure of high value
- Understand the issue of the customer and resolve and get the payment
- Issuing settlement letter to customers & Agency monthly reconciliation.
Optimus Global Services Ltd, (Polaris Group)
Customer Service Rep
01.2008 - 08.2008
- Joined as customer care executive for ICICI card collections process
- Handled inbound calls on a daily basis
- Due to multilingual language I was handling south and north customers.
Education
MBA - Human Resources Management
University of Madras,-Pursuing
Chennai, Tamil Nadu 04.2001 - 05.2017
Bachelor of Arts - Commerce
University of Madras
Chennai, Tamil Nadu 04.2001 -
Diploma in Electrical And Electronics Engineering -
Sri Ram Polytechnic College,
Tiruvallur, India04.2007
Higher Secondary - Commerce
St. Mary's Hr. Sec. School
Tamabram2003
Secondary -
St. Mary's Hr. Sec. School
Tamabram2000
Skills
Debt recovery expertise
Legal Compliance Awareness
Goal Oriented Approach
Conflict resolution techniques
Credit Analysis Proficiency
Portfolio Monitoring Abilities
Client Confidentiality
Data entry proficiency
Multitasking
Financial analysis and reporting
RCA Root cause analysis
Certification
Certificate of achievement from Dale Carnegie & Associates, Inc, 08/2015
Accomplishments
- Certificate of Excellence award for Star of the month Twice (LoanTap Credit Products Private Limited)
- Appreciated by CEO for collecting Chennai Highest Collection in Oct -2022 within 3 months from the joining date.(LoanTap Credit Products Private Limited)
- Streamlined a production process, resulting in a 10% reduction in production time.
- Developed a new solution to a long-standing customer service issue, resulting in a 90% satisfaction rate - Applause for queries automation with help of whatsup messages to end customers. (Edenred India Pvt Ltd)
- Analysed customer data to identify trends and improve product development.
- RCA root cause analysis for disputed or escalated case.
Languages
Hindi
Bilingual or Proficient (C2)
Tamil
Advanced (C1)
Telugu
Intermediate (B1)
English
Bilingual or Proficient (C2)
Timeline
Enlist Management Consultants Pvt Ltd
Collections Manager – Non Metro X to WO
11.2020 - 06.2022
TVS Supply Chain Solutions
Collection Officer
02.2018 - 08.2020
Edenred India Pvt Ltd
Operations Manager (SBI ICICI SCB )
02.2014 - 02.2018
Computer Age Management Services (CAMS)
Sr. Customer Support Officer
06.2013 - 01.2014
Consim Info Pvt. Ltd
Sr. Customer Care Executive
09.2010 - 10.2012
Agency manager
ICICI Bank Ltd
08.2008 - 03.2010
Optimus Global Services Ltd, (Polaris Group)
Customer Service Rep
01.2008 - 08.2008
MBA - Human Resources Management
University of Madras,-Pursuing
04.2001 - 05.2017
Bachelor of Arts - Commerce
University of Madras
04.2001 -
LoanTap Credit Products Private Limited
Collection Manager 180+ & WO Multilingual Hindi
7 2022 - Current
Diploma in Electrical And Electronics Engineering -
Sri Ram Polytechnic College,
Higher Secondary - Commerce
St. Mary's Hr. Sec. School
Secondary -
St. Mary's Hr. Sec. School