Komal Kumari
Noida
Summary
Proactive Third Party collections specialist with a proven track record of maximizing collections and reducing outstanding balances. Experienced in handling customer inquiries, negotiating payment arrangements, and maintaining accurate records. .
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Representative – Operations
Concentrix
Gurugram
07.2019 - 05.2023
- Contacted customers with delinquent accounts to solicit payment.
- Performed reconciliation of accounts to ensure accurate billing and collections records.
- Monitored overdue accounts using automated information systems.
- Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
- Negotiated rates with customers and entered payments into accounting system.
- Investigated historical data for each debt or bill to identify concerns and determine optimal course to bring account current.
- Advised delinquent customers on strategies for debt repayment.
- Recorded and updated customer personal accounts with accurate contact information.
Customer Support Associate
Aurum E-Serve LLP
Noida
09.2018 - 05.2019
- Received an average 85% customer satisfaction rating to date, 15% higher than the company average
- Established long-lasting relationships with new and existing customers through warm, personable and knowledgeable phone interactions.
- Upsold products when appropriate to meet customer needs.
- Answered incoming calls from customers regarding inquiries or complaints.
- Achieved established sales targets by generating new customer accounts.
- Defined sales and fundraising volume records for primary clients and monitored progress against forecasts.
- Maintained updated knowledge of product features, benefits, pricing plans and warranties offered by the company.
- Delivered high levels of customer service in accordance with corporate standards.
- Ensured customer satisfaction by providing accurate information and resolving customer issues.
- Maintained records of customer interactions, transactions, comments and complaints.
Executive – Operations
Aegis Customer Support Services Pvt. Ltd.
Noida
12.2017 - 07.2018
- Handled 40+ daily customer calls and resolved issues with professionalism
- Remained courteous and calm, even during moments of customer dissatisfaction
- Assisted customers in navigating the company website and locating relevant information
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Forwarded calls to management if outstanding issue required immediate resolution.
- Assessed customer needs and provided solutions to resolve their issues in a timely manner.
- Developed strong relationships with existing customers through proactive outreach via telephone conversations and emails.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Collaborated with other departments within the organization when necessary.
- Supported sales team members to drive growth and development.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Education
Bachelor of Computer Applications -
Jaypee Group of Institution, CCS University
Meerut01.2018
Skills
- Account reconciliation
- Payment negotiation
- Debt collection
- Customer account management
- Automated systems monitoring
- Customer relationship management
- Issue resolution
- Data analysis
- Conflict resolution
- Repayment plan structuring
Certification
- Microsoft Excel & Tableau – Great Learning
- C Language & Java – DUCAT Noida
Strengths
- Customer Empathy
- Problem Solving
- Quick Learner
- Team Player
Languages
English
Beginner
A1
Timeline
Senior Representative – Operations
Concentrix
07.2019 - 05.2023
Customer Support Associate
Aurum E-Serve LLP
09.2018 - 05.2019
Executive – Operations
Aegis Customer Support Services Pvt. Ltd.
12.2017 - 07.2018
Bachelor of Computer Applications -
Jaypee Group of Institution, CCS University