GAGANDEEP SINGH MINHAS

March 2017 – Present

• Manage the full invoice-to-cash cycle for a portfolio of clients, overseeing invoicing, collections, cash applications, and dispute resolution for B2B customers.
• Lead a team of 30+ accounts receivable specialists, providing daily direction, support, and training to ensure adherence to deadlines and performance targets.
• Drive process improvements, reducing DSO by 20% over the last period and improving cash flow by optimizing billing and collections procedures.
• Develop and maintain positive relationships with clients to ensure prompt payments and resolve any billing discrepancies or disputes in a timely and professional manner.
• Ensure the accurate and timely issuance of invoices, working closely with the sales and finance teams to verify billing details and resolve issues before invoicing.
• Monitor accounts and initiate collections efforts, including sending reminders, negotiating payment terms, and coordinating with external collection agencies when necessary.
• Collaborate with the credit management team to assess the creditworthiness of new clients and adjust payment terms to mitigate risk.
• Prepare and present monthly accounts receivable reports to senior management, providing insights into collections performance, cash flow, and aging accounts.
• Oversee the cash application process, ensuring payments are accurately applied to client accounts in a timely manner and reconciled monthly.

• Supervised and managed a team of 15+ collections agents, ensuring all collection efforts were executed efficiently and in compliance with relevant regulations.
• Developed and implemented strategies to improve team performance, achieving a 20% increase in monthly collection targets over the past year.
• Trained new hires and provided ongoing coaching for team members on best practices, negotiation skills, and regulatory compliance.
• Analyzed key performance metrics to identify areas for improvement, driving process enhancements that reduced collection cycle times by 15%.
• Ensured that customer interactions maintained a high level of professionalism and empathy, leading to a 30% increase in successful debt recovery without escalating to legal action.
• Conducted regular one-on-one meetings with team members to discuss performance, set goals, and resolve any challenges they encountered.
• Monitored accounts in collections, reviewed payment plans, and escalated accounts that required higher-level intervention.
• Collaborated with senior management to set realistic collection targets and objectives, adjusting strategies based on market trends and customer behavior.

• Managed escalated customer & calls that required special attention, collaborating with higher management and external agencies when necessary.
• Managing a team of 15 people & an SME to solve call related queries & experience with business scenarios.
• Training team on collections strategies to gain on metrics like RPC, payment promise & payment over phones/ACHs.
• Associated in training projects to excel on good calls with best in class call taking models for the client.

• Managed a portfolio of 200+ delinquent accounts, contacting customers to recover past-due payments on credit card.
• Delivered outstanding customer service while enforcing payment collection policies, fostering positive relationships and ensuring customer satisfaction.
• Achieved monthly collection goals consistently, surpassing targets by 10% through effective negotiation and problem-solving.
• Educated consumers on the consequences of non-payment, including potential damage to credit scores and legal actions.
• Ensured full compliance with federal and state regulations, including the (FDCPA).

• Contacted over 100 consumers daily to recover overdue credit card balances, achieving an average recovery rate of 85% of accounts.
• Negotiated payment plans with customers, offering flexible terms to ensure consistent payments and resolving debts without escalating to legal action.
• Explained account details, interest rates, penalties, and late fees to ensure customers fully understood their payment obligations.
• Assisted customers in managing difficult financial situations, including providing solutions for temporary payment deferrals and hardship programs.
• Maintained accurate records of all interactions in the CRM system, including payments, promises to pay, and other critical data.