Summary
Overview
Work History
Education
Skills
Timeline
Generic

Citin Kumar

New Delhi

Summary

To work with an organization which provides a challenging work environment where I have the opportunity to optimally utilize and develop my skills and knowledge. A job that is demanding ensures satisfaction and growth. Profile Highlights 19 years of contribution in Credit Control, Billing & Customer Service A proactive professional and planner with expertise in managing & achieving desired targets and goals. Skilled in analyzing credit data, executing the audit and handling the reconciliation methods and procedures. Deft in developing, implementing plans for maximizing organization’s profit & realizing goals. Proficient in documenting report on credit & recoveries. Ability to support and sustain a positive work environment that fosters performance with strong communication and relationship management skills.

Overview

19
19
years of professional experience
27
27
years of post-secondary education
1
1
Language

Work History

Team Lead

Ups Express Pvt Ltd
New Delhi
08.2019 - Current
  • Managing Accounts Receivables & Credit Management teams specializing in Collections & Dispute Management
  • Monitoring teams’ performance and guiding wherever required considering business compliance & SLA’s
  • Developed monthly collection strategies and targets for proactive debt management
  • Analyzing accounts and provided early-stage resolutions on disputes, complaints as needed
  • Issued dunning letters and managed legal proceedings for uncollected receivables, ensuring compliance
  • Responsible for achieving revenue goals on monthly basis
  • Handling team of 19 members as a team leader, training them on day-to-day basis
  • Recommend changes in the credit policy to senior management
  • Reviewed aged past dues and unapplied receipts, proposing write-offs as needed
  • Checking credit score of customers for assigning & maintaining their credit limit with us
  • Preparation most critical reports, monthly Pan India Dashboard which includes SLA’s, Unapplied cash report, credits, and collection efficiency of team
  • These reports to be presented to top management

Deputy Manager

Nextra Teleservices Pvt Ltd
New Delhi
02.2016 - 04.2019
  • Responsible for corporate & retail collections for lease line in Delhi & NCR
  • Frequent visit to Key Accounts customer and ensuring timely generation & submission of Bills to achieve the monthly collection target & leading a team in terms of collection and bill submission
  • Managing the collection agency’s performance for 60+ bucket for retail customers while resolving customer disputes and ensuring timely collections
  • Optimally utilizing the alternate recovery channels of litigation and hard collections
  • Improved team efficiency by streamlining processes and implementing innovative management strategies.
  • Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.

Sr. Executive

Cube Logistics Pvt. Ltd
Gurgaon
08.2014 - 09.2015
  • Collection & application of o/s payments from the Northern Region as per the credit policy
  • Regular Visits on top key accounts to make healthy relationship to get the collection on time
  • Managing key accounts which have a regular billing of over INR 10 lac
  • Maintaining a balance in AR for 6 initial and most important buckets
  • Issue / query resolution & follow up internally within departments to get relevant and genuine credits applied against debit notes received
  • Reconciliation of accounts
  • Additional responsibilities
  • Timely banking of cheques & managing communication with the banks
  • Ensuring correct application
  • Back office administration
  • Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions.
  • Cultivated a culture of continuous improvement by promoting open communication channels for feedback from all levels within the organization.

CFS Representative Associate

FedEx India Private Limited
Gurgaon
10.2010 - 08.2014
  • Collection & application of o/s payments for key accounts as per the credit policy
  • Managed the agent segment for 2.5 years while keeping the exposure under control and ensuring that their bank guarantees are timely enhanced
  • Maintaining a balance in AR for 6 initial and most important buckets
  • Issue / query resolution & follow up internally within departments to get relevant and genuine credits applied against debit notes received
  • Alignment meeting / joint calls with sales for account > INR 1 lac
  • Additional responsibilities
  • Verifying LRRF (Ledger Reconcile Receipt Folio)
  • Timely banking of cheques & managing communication with the banks
  • Ensuring correct application
  • Ensuring minimum unapplied payments
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.

Executive

Tata Communications Internet Services Limited
New Delhi
01.2008 - 10.2010
  • Corporate Collection
  • Handled pan India corporate accounts like Amadeus, Interglobe, Bajaj Capital, Reuters, Pro-metric, Muthoot for payment collection
  • Ensure 90% collection from these corporate customers within same month after generation of bills
  • Activities includes
  • Confirmation of bill receipt and issues if any
  • Resolution of all the connection related issues
  • Follow up payments for due date collection
  • Managed collection agency for collections of 30-60 & 60 -90 Bucket
  • Monitored the tele calling feedback of agents
  • Daily/Weekly/Monthly review on targets, Customer cases & other issues with collection agencies
  • Specially review skip cases with all member of agency team
  • Additional responsibilities
  • Resolving technical & non-technical complaints of broadband customers
  • Resolving escalations from call center (Delhi & NCR) and billing complaints
  • Processing the waiver of the customers, eligible for waiver after necessary approvals
  • Responsible for TAT adherence and leading the complaint closure team for Delhi and NCR
  • Preparing MIS reports on weekly/daily basis on pending complaints/ SR’s
  • Processing refund for eligible customers & coordinating with the HQ for refund cheques
  • Preparing daily, weekly and monthly refund cheque analysis report
  • Equipment recovery project
  • Equipments retrievals from disconnected customers
  • Coordinating with agency to collect the equipment from disconnect customers
  • Visit to the customers who have dispute & not handover the equipment
  • Ensuring timely deposition of all the equipments collected by the vendor

Customer Care Executive & Floor Supervisor

Idea Cellular Ltd
New Delhi
10.2006 - 01.2008
  • Handling GPRS & escalation calls
  • First call resolution provide to the customers
  • Making the data of GPRS calls & escalation calls
  • Monitoring the floor & making good atmosphere in the floor
  • Evaluated work of 30 floor employees to improve performance.

Education

Bachelor of Arts - Art Education

Jamia University
New Delhi
04.2004 - 03.2007

MBA - Accounting And Finance

C.B.S.E Board
New Delhi
04.2001 - Current

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Skills

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Timeline

Team Lead

Ups Express Pvt Ltd
08.2019 - Current

Deputy Manager

Nextra Teleservices Pvt Ltd
02.2016 - 04.2019

Sr. Executive

Cube Logistics Pvt. Ltd
08.2014 - 09.2015

CFS Representative Associate

FedEx India Private Limited
10.2010 - 08.2014

Executive

Tata Communications Internet Services Limited
01.2008 - 10.2010

Customer Care Executive & Floor Supervisor

Idea Cellular Ltd
10.2006 - 01.2008

Bachelor of Arts - Art Education

Jamia University
04.2004 - 03.2007

MBA - Accounting And Finance

C.B.S.E Board
04.2001 - Current

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Citin Kumar