Naveen Kumar R

Escalations

• Handled escalations of both customers and employees & provided resolution within TAT
• Skilled using various tools such as Slack, G-sheet, Freshdesk for ticketing and closing the queries
• Responsible for handling end to end customer escalation & queries
• Responsible in reducing TAT and achieved a greater C-SAT with respect to customers

Collections

• Managed a portfolio of 60CR per month with NPA of 0.25%
• Heading entire South India Collections
• Managed a team of 22 blue collar employees & 45 Field executives
• Responsible for End-to-End collection strategy (which includes planning, allotting, monitoring & ensuring 100% efficiency of CRE's & COE's)
• Conducting team members one on ones and giving regular feedback on their performance
• Responsible for preparing Reports (Monthly team performance report, Daily team performance report)
• Handling escalations on time
• Communicating process updates to the entire team and updating the changes in the process
• Having weekly review call with the respective stakeholders
• Motivating team members with Rewards and Recognition program
• Responsible for hiring, training, developing and performance management of the peers
• Identified time consuming processes and provide ideas in automating the same
• Complete collection process was managed in G-sheets later introduced a CRM (Dexter) and Field executive app (Chetak) for collections

• Built strong relationships with customers through positive attitude and attentive response.
• Mentored and guided employees to foster proper completion of assigned duties.
• Supported office business development and customer service.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Assisted with new hire processing and existing training programs.
• Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.

• A Move Coordinator job involves the completion of all tasks set by management, but their main tasks involve liaising with clients and updating and maintaining any paperwork regarding the
  removals job.
• A Move Coordinator must calmly and efficiently communicate with current and prospective clients, providing any required information and maintaining correspondence throughout the relocation process.
• The Move Coordinator handles a lot of documentation, and must process quotations, accurately entering any new data into the company's IT system, obtaining and completing any Insurance
  proposal forms and assisting the client with the successful completion and handing over of any
  claims documents.
• Delivered services to customer locations within specific timeframes.

• Carried out day-to-day duties accurately and efficiently.
• Collaborated with team members to achieve target results.
• Identified issues, analyzed information and provided solutions to problems.
• Developed and maintained courteous and effective working relationships.
• An accounts receivable coordinator managed customer accounts to ensure payments are on time, record account changes, and resolve billing and payment errors.