Ganni Sangitha Chander

Led a team of 10-15 Specialists in seller support operations, enhancing key performance metrics.

Increased customer connection score by 8% through improved communication strategies.

• Achieved 35% improvement across all performance metrics via coaching and process optimization.
• Served as Point of Contact for Hyderabad site Operations Audits, improving audit scores by 18%.
• Progressed from L3 to L4 Specialist role through leadership and consistent high performance.
• Represented Hyderabad site in leadership meetings, delivering strategic insights to senior management.
• Earned two promotions within nine months, reflecting exceptional performance and leadership.

Developed performance improvement strategies that sustained team excellence.

• Led a team of 10 analysts in combating money laundering and ensuring compliance with regulatory requirements, resulting in a 5% increase in Tickets Processed per Hour (TPH).
• Drove standard work and implemented improvements to Policy & Procedures based on compliance feedback, contributing to a 6% increase in Quality Metrics.
• Conducted weekly, monthly, and quarterly business reviews to enhance operational excellence and customer focus.
• Utilized compliance experience to identify areas of improvement and propose effective solutions to business problems.
• Collaborated with cross-functional teams including Compliance, Vendor Management, Analytics, and Quality Assurance to scale operational mechanisms and manage productivity.
• Mentored and developed team members, fostering a culture of high performance and career growth.
• Leadership: Over 3 years of experience in managing analysts directly, with a demonstrated ability to drive performance improvements.
• Compliance Expertise: 6 months of Interim experience in Rapid Fraud Response in financial services. Working knowledge of laws, regulations, and risk management practices for financial services.
• Communication: Strong communication skills and presence: ability to interface with internal and external teams.
• Cross-Functional Collaboration: Ability to work in a cross-functional and matrixed environment.
• Organization: Highly organized with meticulous attention to detail.
• Software Proficiency: Proficient in PowerPoint/Google Slides and Excel/Google Sheets. Familiarity with financial services regulators, Google apps, JIRA, Kustomer - CRM.
• Achievements: Spearheaded a project to improve new Team Lead onboarding and training needs. Created a SWOT Analysis for the Process. Achieved a 7% increase in Customer Satisfaction (CSAT) through enhanced team performance and service delivery.

• Company Overview: Worked for a start-up US-based debt settlement company.
• Worked for a start-up US-based debt settlement company, responsible for leading debtor negotiations and acquiring maximum settlement with assertive communication and negotiation skills.
• Performed all debt collection activities in compliance with FCA guidelines.
• Resolved complex collection cases.
• Successfully handled escalated problems.
• Responsible for leading debtor negotiations.
• Worked for a start-up US-based debt settlement company.
• Achievements: Handled complex cases, enhancing customer relations. Maintained brand loyalty. Recaptured lost revenue.

• Monitored call quality and compliance for Retail Card collection calls.
• Analyzed patterns and identified successful strategies used by agents.
• Ensured effectiveness of collections calls aligned with company objectives.
• Successfully trained over 150 new hires through eight training batches for seasonal employment needs.
• Developed training materials to enhance agent skills and knowledge.
• Provided performance feedback to improve team member effectiveness.
• Collaborated with management to identify trends in call performance.
• Implemented strategies to improve call quality, including training programs and process enhancements.

• Negotiate and recover highest dollar amounts across low to high-risk accounts, including debt collection agency placements.
• Conduct thorough financial analysis to develop tailored recovery strategies and mitigate losses.
• Maintain exceptional customer service while adhering to compliance and legal requirements.
• Collaborate with external and internal teams to optimize collection processes.
• Achieve consistent success in exceeding collection targets and reducing delinquency rates.
• Worked with customers to understand their financial situations and negotiate repayment plans.
• Responsible for Auto Finance collections on delinquent accounts.
• Handled customer inquiries and resolved issues related to their accounts.
• Achievements: Promoted to BAU Trainer. Worked on a Yellow Belt project to revamp entire Training methodology resulting to a 20% increase in Productivity and SLA deliverables. Won multiple awards throughout 9 years for Highest Dollars Collected, Highest Contact rate/ Highest Kept Percentage and the Best Trainer Award.