Godwin Pereira
Dombivli
Summary
Efficient Collections Expert specializing in engaging with clients, solving problems, and enhancing connections. Skilled in addressing customer questions, discussing payment plans, and keeping precise documentation. Looking for an appropriate role where my expertise can be beneficial.
Overview
4
4
years of professional experience
Work History
Collections Specialist III (Customer Relationship Team)
J.P MORGAN CHASE & CO
06.2023 - Current
- Arranging payment solutions tailored to the requirements and circumstances of the customer.
- Providing excellent customer experience, in addition to advanced decision-making and problem-solving.
- BLP SPOC for the team, in which daily I gathered BLP-provided information from each member by the end of the day and sent an email to the group. Assist the team with BLP calls, if they encounter any challenges.
- Appointed as a mentor in the Mentor & Mentee program, which encompassed data analysis, observing call monitoring, providing coaching, and giving feedback.
- Actively participated in internal team calibrations.
- Working as a Compliance back-up SPOC for the team and helped the team achieve the Compliance Goals.
Collections Specialist I (Loss Management/Account Management)
J.P MORGAN CHASE & CO
12.2022 - 05.2023
- Interact with customers to help them take care of their credit card bills and provide solutions.
- Navigate multiple technologies while demonstrating resilience and extreme adaptability in a fast-paced environment.
- Communicate with customers in a metrics-driven environment.
- Abide by all applicable regulatory and departmental practices and procedures.
- Advised delinquent customers on strategies for debt repayment.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Team Coach
ICAN BPO Private Limited
Thane
02.2022 - 10.2022
- Managed a final expense program with 2 teams, 20 reps in India, and 10 reps in the Philippines.
- Maintaining a daily record for the performance of teams.
- Conducted team meetings to discuss performance and set goals.
- Identified areas of improvement and established action plans.
- Call monitoring, coaching, and sharing feedback; responsibility for the delivery of the defined targets to the team.
- PIP (performance improvement plan) weekly scores
- Manage attendance, absenteeism, individual's tardiness, and attrition.
- Reporting DPR(daily productive report) to higher management (Team leader and Manager).
Sales Executive
ICAN BPO Private Limited
Thane
02.2021 - 02.2022
- Made outbound sales calls to potential customers to promote products and services.
- Enhanced product knowledge through continuous learning and professional development activities.
- Trained junior sales executive on techniques for improving customer service experience.
- Monitored feedback from customers regarding product quality and suggested improvements accordingly.
- Ensured compliance with sales policies, practices, and legal requirements.
- Handled escalated customer service issues professionally and efficiently.
Education
H.S.C -
JSOS
01-2016
MS-CIT: Maharashtra State Certificate in Information Technology -
Skills
- Leadership
- Accountability
- Decision-making
- Time management
- Excellent communication
- Negotiation
Hobbies
- Playing football, table tennis.
- Watching web series, movies.
- Listening music.
- Watching sports.
- Swimming
Accomplishments
- Recognized and appointed as a Culture Ambassador
- Recognized as a Champ Of The Month in April 2024
- Excellence Champion team award for CCB Collections in Quarter 1 of 2024
- Ace Alliance Award for an outstanding performance in Quarter 1 of 2024
- Commitment Champ for zero absenteeism and achieving the utilization goal in 2023
- Certified for being the Compliance Champ
- Promoted within a year in IJP (Internal job posting) for Team Coach designation among 20 other candidates.
- Received a certificate and award for Work from home top performer for the month of June, July and August 2021.
- Certified Star performer for the month of September 2021.
- Received a certificate for being 2nd runner up amongst 40 other reps in years biggest campaign AEP (Annual enrollment period) which was from 15 October 2021 to 7 December 2021.
Timeline
Collections Specialist III (Customer Relationship Team)
J.P MORGAN CHASE & CO
06.2023 - Current
Collections Specialist I (Loss Management/Account Management)
J.P MORGAN CHASE & CO
12.2022 - 05.2023
Team Coach
ICAN BPO Private Limited
02.2022 - 10.2022
Sales Executive
ICAN BPO Private Limited
02.2021 - 02.2022
H.S.C -
JSOS
MS-CIT: Maharashtra State Certificate in Information Technology -
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