Travelling
Kalavati Kolar
Team Leader
Mumbai
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
Team Leader
Tata Consultancy Services
Mumbai
08.2013 - Current
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Coordinated weekly meetings for internal and external groups.
- Implemented new working processes to deliver multiple improvements.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Initiated timely response to emails, voicemails and written correspondence.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching goals.
- Assisted with new hire processing and existing training programs.
- Led team of 12 members while providing exceptional customer service
Debt Collection Specialist
NCO India
Mumbai
07.2012 - 07.2013
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Used skip tracing and other techniques to locate debtors.
- Trained new team members on scripts, company services and collection strategies.
- Achieved performance goals on consistent basis.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Worked with customer to create debt repayment plan based on current financial condition.
- Entered client details and notes into system for interdepartmental access and review.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
Debt Collection Officer
Zenta PVT Ltd
Mumbai
01.2011 - 07.2012
- Used scripted conversation prompts to convey current account information and obtain payments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Trained new team members on scripts, company services and collection strategies.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Used skip tracing and other techniques to locate debtors.
- Achieved performance goals on consistent basis.
- Worked with customer to create debt repayment plan based on current financial condition.
- Processed debtor payments and updated accounts to reflect new balance.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate
Customer Service Representative/Process Trainer
WNS Global services
Mumbai
10.2007 - 01.2011
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer adjustments to maintain financial accounts.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and backed up other customer service managers.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
- Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating
Education
Graduate - Commerce
Mumbai University
Mumbai 04.2011 - 03.2012
HSC -
Nagindas Khandwala Collage
Mumbai 03.2006 - 03.2007
SSC -
Hilda Castelino Hindi HIgh School
Mumbai 03.2004 - 03.2004
Skills
Staff education and training
Employee Evaluation
Project Management
Operations Management
HTML
CSS
User Data Collection
Planning and Coordination
Written Communication
Problem-Solving
UX Design
Interests
Listening to music
Timeline
Team Leader
Tata Consultancy Services
08.2013 - Current
Debt Collection Specialist
NCO India
07.2012 - 07.2013
Graduate - Commerce
Mumbai University
04.2011 - 03.2012
Debt Collection Officer
Zenta PVT Ltd
01.2011 - 07.2012
Customer Service Representative/Process Trainer
WNS Global services
10.2007 - 01.2011
HSC -
Nagindas Khandwala Collage
03.2006 - 03.2007
SSC -
Hilda Castelino Hindi HIgh School
03.2004 - 03.2004