Durgesh Kumar

· Client - Captive Unit (Elsevier)

· Geography - United States of America (USA)

· Domain - Credit Control (IC role)

· Managed a portfolio of over 1000+ client accounts, consistently achieving a collection success rate of 85% through effective communication and negotiation skills.

· Implemented and maintained a robust credit control system, reducing the average overdue payment period by 20% and minimizing bad debt write-offs by 15%.

· Conducted thorough credit assessments on new clients, ensuring credit limits were set appropriately based on risk analysis and financial background checks.

· Collaborated with cross-functional teams to resolve complex billing disputes and discrepancies, resulting in the timely resolution of customer issues and improved customer satisfaction.

· Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.

· Obtained payments and entered details into system.

· Obtained and interpreted financial statements to assist in credit limit reviews.

· Analyses applicants' financial status and credit and property evaluations to determine loan feasibility.

· Performed semi-annual account credit limit reviews and credit increase review requests from financial service and sales teams.

· Kept all operations compliant with applicable regulations and established company policies.

· Reviewed customer accounts for compliance with repayment obligations.

· Client - Walmart

· Geography - United States of America (USA)

· Domain - Deductions

· Accomplished multiple tasks within established timeframes.

· Developed and maintained relationships with customers and suppliers through account development.

· Maximized performance by monitoring daily activities and mentoring team members.

· Cross-trained existing employees to maximize team agility and performance.

· Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

· Planned and budgeted accurately to provide business with resources needed to operate smoothly.

· Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.

· Client - Ceva Logistics ( At Present CMA CGM )

· Geography - U.S & Singapore

· Domain - OTC (Order to Cash) B2B Collection

· Handled collections (B2B) for assigned accounts, portfolio management, credit risk analysis and Credit approvals for new customers.

· Monitoring and managing workflow or daily targets to assure timely delivery of agreed SLA's.

· Effectively manage escalations & develop back up plan and focus on cross training the team.

· Leading the weekly AR calls with client & cascading the next steps basis on the feedbacks. Also Perform Root Cause Analysis and implementing strategic solutions with the Clients for the assigned team portfolio.

· Created and implemented a collaborated plan on “High Dollar and Low Dollar Value customers” based on their trending and business frequency with Ceva for the overall region where we divide the collection activity and strategies the plan to collect more to achieve the target within the given time. Conduct the weekly calls with internal and external stakeholders to derive the outcome and fixing the root cause.

· Cash reconciliation for USFM with putting effort on researching old and pending credits and unapplied.

· Worked, strategies and implemented the collection practice on 100% past due accounts to bring down the numbers across the floor with in the given time line.

· Targeted the 60 days bucket past due invoices for my span and given fastest reduction on past due.

· Client - U.S Banks, Credit Card Companies & Loan Department

· Geography - United States of America (USA

· Domain - 3rd Party Collection

· Worked for Major U.S. debt collection accounts mostly on credit card's bills and bank loans.

· Used to Take quality calls to ensure customer satisfaction and adhere to compliance.

· Meet targets with respect to retaining the existing customer's, customer satisfaction reviews, quality and compliance.

· Involved in process training for new joiners and helping them come off the learning curves.

Client - British Telecom (BT)

Geography - United Kingdom (UK)

Domain - Broadband Order Management & Billing

Key Deliverables/Achievements

· Worked for British Telecom process as Junior Engineer Product support for fixing the broadband technical issue online via remote.

· Responsible for managing new connections and fixing the internet issue of the end customers to meet company's growing requirements.

· Played a key role in achieving more than one portfolio like upselling and retaining customer to increase the revenue.

Worked in billing team to understand as how customer get billed for services used as per tariffs and rates applicable