Divya Fernandes

• Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
• Collected, validated, and distributed information to employees.
• Entered and maintained departmental records in company database.
• Computerized office activities, maintained customer communications, and tracked records through delivery.

· Processing conference and event bookings

· Liaising with vendors about customer requirements.

· Plan and Delegate event planning tasks to staff members.

· Issuing invoices and ensuring collection of payments in a timely manner.

· Managing and overseeing events of the day, including problem solving and directing event set up.

· Creating sales opportunities for future events with strong communication skill.

• Worked with customer service to handle escalated customer issues.
• Created staff schedules, approved requested time off and updated reports.
• Supervised 25 staff and contractors.
• Supervise inquiry of credit risk in clients and providers and observe the collection of totals due to association and handle the daily activities of Collection teams.
• Prepare minutes of meetings conducted.
• Encourage and train the subordinates, appraise and evaluate Team member's performance and offering counseling.
• To prepare daily MIS for the team and ensure the productivity of the collectors are met.
• To file reports on a daily basis for Audit purpose and Maintain leave records of the team.
• Organize regular target statistics and also Team reports for Sr. management.
• Timely and effective action on delinquent Credit Card Accounts. Handle Escalated calls and complaints of clients.
• Coordinate with the Field Visit Team and send mails to clients for the entire team.

• Directed day-to-day collections functions.
• Counseled debtors on payment options and arranged installment agreements.
• Processed payments and applied to customer balances.
• Negotiated with account holders to devise repayment plans and minimize collections receivables.

• Answered over 230 customer communications per day via telephone, email and web chat.
• Negotiated with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions or payment plans.
• Assisted clients with filing for bankruptcy and other debt-relief options.
• Interviewed clients by telephone or in-person to gather financial information.

Online PG Program in Business Analytics conducted by RISE and KPMG

Modules : Programming Language R, Advanced Excel, SQL, Statistics for Business Managers, Tableau, Power BI, Time Series Forecasting, SAS, SPSS, Orange 3, Machine Learning for Business, Domain ANalytics. Supplychain Analytics.

• Received Finance event and Product launch participation certificates.