Dhiraj Kumar
Gautam Budh Nagar
Summary
Dynamic Assistant Manager at KSA Legal Services with a proven track record in leading a team of 30 agents to exceed performance targets. Expert in data analysis and effective communication, I successfully managed a portfolio exceeding 60 crores, implementing strategic collection plans that significantly reduced delinquency rates.
Overview
11
11
years of professional experience
Work History
Assistant manager
KSA LEGAL SERVICES
09.2014 - Current
- Handling Process- (Vi Collection Bkt-3,4,5 , Kotak Credit Card Write off , Hdfc personal loan & ICICI two wheeler loan)
- Managing entire business 30 Agents & 20 Fos with 4 team leaders
- Working on Dialer Cloud on two modes (Predictive and Progressive)
- Prepare MIS Reports and Handling Escalations calls.
- Listening and leading the conversation to solve problems in a timely manner with all types of customers in all circumstances.
- Attending escalation calls from new joiners and mentoring them for smooth running of process.
- Maintaining the Contact% as per desired target.
- Maintaining the call Quality as per defined targets.
- Call listing Activity and share observation with agents.
- Check Requirement Vs present manpower For the Day.
- Maintaining the floor Performance as per the defined KPI.
- Fos Performance tracking on daily & hourly basis on defined KPI.
- Pre and Post shift briefing on daily basis so the Floor remains always updated on the new updates and the same time take a dipstick on the same to ensure the compliance on the same.
- Weekly/Monthly Review with the Team leaders and Agents on the basis of weekly/Monthly performance.
- Maintain the APR, Attendance, and the Performance Tracker of the complete team and ensure team will update the same.
- Weekly discussion with the team so that their doubt can be cleared and all we remain on the same page.
- Design strategy of calling based on Dunning policies.
- Managing Tele calling & Field Executive COC & Process Training.
- Manpower, system and processes ensuring all process compliance.
- Responsible for managing the operations related to collection-credit card/ CD/Tw , PL & BL in Delhi Ncr.
- Prepared the collection Plan and delegated the Target.
- Played a major role in handing the portfolio of over 60 crores of the Credit Card, Tw Recovery ,PL & BL Business.
- Responsible for handling the agency for payment, stock, billing & collection.
- Regularly track the portfolio for specific buckets for the assigned area.
- Track & control the delinquency of the area, Bucket-wise & DPD (Days Past Due) wise and focus on non-starters.
- Maintain data for administrative work related to collection such as updating delinquent account history, providing and maintaining MIS report (Management Information System), reviewing of Collection feedback on daily, weekly & monthly basis.
Education
B.Sc.(Hons) -
J.P University
BiharSenior Secondary -
Bihar Board
BiharMetric -
Bihar Board
BiharDRA -
IIBF
Skills
- Active listening
- Leadership
- Effective communication
- Time management
- Rational problem solving
- Analytical skills
- Knowledge of CRM systems
- Process compliance
- Data analysis
- Performance tracking
- Collection strategy
- MIS reporting
- Meeting facilitation
- Team motivation techniques
Accomplishments
Five times awarded for Best Supervisor of the Month.
Hobbies and Interests
- Reading News Paper
- E-Books
- Online Chatting
- Making Friends
Languages
- Hindi
- English
Personal Information
- Total Experience: 11 Years
- Date of birth: 12/15/94
- Nationality: Indian
- Marital status: married
Timeline
Assistant manager
KSA LEGAL SERVICES
09.2014 - Current
B.Sc.(Hons) -
J.P University
Senior Secondary -
Bihar Board
Metric -
Bihar Board
DRA -
IIBF