Mumpi Das
Branch Manager
Thane
Summary
Results-driven Branch Manager in Collections with extensive experience leading high-performing teams, driving portfolio recovery, and ensuring regulatory compliance. Proven track record of reducing delinquency rates, improving recovery ratios, and strengthening customer engagement strategies. Skilled in credit risk management, negotiation, skip tracing, legal coordination, and performance analytics. Adept at implementing process improvements, optimizing operational efficiency, and maintaining strict adherence to compliance standards. Recognized for developing motivated teams, strengthening internal controls, and delivering consistent revenue growth while protecting brand reputation.
Overview
10
10
years of professional experience
1
1
Certification
3
3
Languages
Work History
Quality and Branch Manager
Konexions Back Office Pvt. Ltd.
02.2025 - Current
- Led end-to-end branch collection operations, ensuring achievement of monthly, quarterly, and annual recovery targets.
- Managed and mentored a team of field collection officers and tele-calling executives; set performance goals and monitored daily productivity.
- Ensured compliance with regulatory guidelines, company policies, and ethical collection practices.
- Managed branch operational expenses and optimized cost-to-collection ratio.
- Handled audit observations and ensured closure of compliance gaps within timelines.
- Led a team of 60 collection executives across Thane and Andheri locations
- Performed root cause analysis on quality failures, compliance breaches, and customer complaints; implemented corrective and preventive action plans
- Calibrated scoring standards across QA analysts to ensure consistency and reduce subjectivity.
- Developed quality scorecards, KPIs, and performance dashboards to track collector effectiveness, compliance accuracy, and customer experience metrics.
Deputy Quality Manager
Arrise BPO Pvt Ltd
01.2024 - 01.2025
- Identified and implemented process improvements to enhance operational efficiency.
- Analyzed data from internal and external sources to make decisions regarding product design changes or process improvements.
- Performed data analysis to identify trends in product defects and quality issues.
- Facilitated meetings between cross-functional teams focused on identifying solutions for recurring problems or issues impacting product quality.
- Managed customer complaints, ensuring timely resolution and implementing changes to prevent recurrence.
Quality Assistant Manager
Arrise BPO Pvt Ltd
10.2022 - 12.2023
- Evaluated production processes to identify areas for improvement.
- Developed and maintained an effective system for tracking customer complaints.
- Assisted with the implementation of quality control processes and procedures.
- Collaborated with other departments to resolve quality issues in a timely manner.
- Participated in internal and external audits to validate compliance with applicable regulations.
Quality Analyst
Arrise BPO Pvt Ltd
10.2020 - 10.2022
- Implemented corrective actions when necessary to improve overall product quality.
- Evaluated performance metrics from existing processes to recommend improvements in product quality.
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
- Assisted in the development of Quality Assurance procedures and protocols.
- Analyzed customer complaints regarding product issues and provided solutions as needed.
- I took extra initiatives to achieve the task and handled the team in the presence and absence of the manager.
Quality Analyst
Sundaram Business Services
06.2018 - 09.2020
- Maintained quality assurance procedure documentation.
- Collaborated with cross-functional teams to develop and implement process improvements.
- Created multimedia presentations with PowerPoint and video conferencing tools.
- Designed and developed training materials for new employees in the organization.
- Provided constructive feedback and positive reinforcement to keep agents motivated.
Customer Service Representative
Sundaram Business Services
10.2017 - 05.2018
- Conducted regular follow-up calls with customers after resolving their issues.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries via phone.
- Provided accurate information about products and services to customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Education
Bachelor of Arts - Arts
University of Mumbai
Santacruz07-2024
Higher Secondary Education - Commerce
Satish Pradhan Dnyanasadhana College
Thane06-2015
Skills
Field & Tele-Collections Supervision
Quality control
KPI & Target Management
Process improvement
Customer service
Time management
Team collaboration
Presentation skills
Delinquency Portfolio Management (30/60/90 DPD buckets)
Accomplishments
- Extra Miler Award
- Employee of the month
- Star performer
- Spot Recognition
Certification
Six Sigma Yellow Belt
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Bengali
Intermediate (B1)
Interests
Reading books
Listening Music
Mentoring Junior Professionals
Timeline
Quality and Branch Manager
Konexions Back Office Pvt. Ltd.
02.2025 - Current
Deputy Quality Manager
Arrise BPO Pvt Ltd
01.2024 - 01.2025
Quality Assistant Manager
Arrise BPO Pvt Ltd
10.2022 - 12.2023
Quality Analyst
Arrise BPO Pvt Ltd
10.2020 - 10.2022
Quality Analyst
Sundaram Business Services
06.2018 - 09.2020
Customer Service Representative
Sundaram Business Services
10.2017 - 05.2018
Higher Secondary Education - Commerce
Satish Pradhan Dnyanasadhana College
Bachelor of Arts - Arts
University of Mumbai