Divya Mishra
Kanpur
Summary
Having over 10 years of experience in collections,I take pride in delivering results and building relationships. I am consistent in delinquency reduction, performing at better than established goals and controllable profit
Enthusiastic team player that expends the extra effort to “get the job done”. Adapt well to new situations, quick learner and confident in my abilities. I am trustworthy and loyal and I take great pride in my work performance. I work extremely well with upper management and understand the importance of profit, excellent customer service/collections, results.
demonstrate an ability to use negotiation and conflict resolution skills to recover outstanding debts while adhering to legal and ethical guidelines. To Take up a challenging task which gives me an opportunity to utilize my managerial skill.
Overview
10
10
years of professional experience
Work History
Deputy Manager
Mahindra and Mahindra financial services ltd.
Kanpur
04.2022 - Current
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked with cross-functional teams to achieve goals.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Developed and improved procedures for collection of past due amounts.
- Established clear methods for determining proper process with each customer type.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Participated in regular brainstorming sessions with senior management team regarding strategic initiatives taken by the organization.
Executive -Hard Bucket Collection
Mahindra and Mahindra Financial Services Ltd.
Kanpur
11.2019 - 03.2022
- Contacted customers to discuss and resolve past due accounts.
- Received payment and posted to appropriate customer accounts.
- Handled irate customers smoothly to achieve performance targets.
- Contacted insurance companies to check status of claim payments.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
Executive-Receivable (Soft Bucket)
Mahindra and Mahindra Financial Services ltd.
Kanpur
07.2017 - 10.2019
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Notified credit departments and turned over records to attorneys when customers failed to respond to collection attempts.
- Processed payments over phone and visit.
- Communicated with post office and credit bureaus to track delinquent clients to new addresses.
Customer Care Executive
Mahindra and Mahindra Financial Services Ltd.
Kanpur
10.2013 - 07.2017
- Identified cross-selling opportunities while interacting with customers.
- Analyzed call data to determine areas of improvement in the customer care process.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
Education
Master of Arts - Sociology
C.S.J.M University
Kanpur03-2008
Intermediate
U.P.Board
Kanpur06-2000
High School
U.P. Board
Kanpur06-1997
Skills
- Good Communication Skill
- Customer Service
- Multitasking
- Strong Analytical Skills
- Friendly, Positive Attitude
- Data Management
- Team Management
- Leadership
- Result Oriented Approach
Timeline
Deputy Manager
Mahindra and Mahindra financial services ltd.
04.2022 - Current
Executive -Hard Bucket Collection
Mahindra and Mahindra Financial Services Ltd.
11.2019 - 03.2022
Executive-Receivable (Soft Bucket)
Mahindra and Mahindra Financial Services ltd.
07.2017 - 10.2019
Customer Care Executive
Mahindra and Mahindra Financial Services Ltd.
10.2013 - 07.2017
Master of Arts - Sociology
C.S.J.M University
Intermediate
U.P.Board
High School
U.P. Board
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