NIKHIL RAMESH

• Led agency leadership across India, driving performance and ownership standards.
• Established collection and recovery processes, enhancing operational efficiency.
• Designed legal notice communication workflows, streamlining notification procedures.
• Implemented dialer systems with integrated IVR, improving tracking of productivity.
• Introduced WhatsApp Business for broadcast communications to boost recovery efforts.
• Collaborated with internal teams and technology partners to ensure operational synergy.
• Managed multiple agencies, optimizing compliant collection processes and minimizing costs associated with recovery.

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Customer Relationship Executive -

Aug 2023 - Mar 2024.

• Managed end-to-end collections through inbound and outbound calls, and structured email communication, ensuring timely follow-ups, resolution of dues, and adherence to agreed repayment timelines.
• Engaged with customers to negotiate payment commitments, address disputes, and provide clear explanations of outstanding balances, while maintaining a professional and compliant communication approach.
• Executed email-based collections campaigns, including payment reminders, escalations, and resolution confirmations, improving response rates, and reducing turnaround time.
• Maintained accurate documentation and call/email logs in CRM systems to support audit readiness, reporting accuracy, and seamless handoffs across internal teams.
• Adhered to regulatory, compliance, and customer communication guidelines, ensuring ethical collections practices, and consistent service quality across all interactions.
• Developed strategies to improve client communication and engagement in collections.
• Managed collections team to optimize recovery processes and enhance efficiency

• Oversaw postpaid billing, disputes, and recovery escalations for optimal outcomes.
• Navigated intricate customer cases with a focus on structured resolutions.
• Assisted in training new hires on collections processes and systems.
• Earned accolades as Best Performer and Best Lead Generator for exemplary service.

• Supported Kotak Credit Card customer service operations.
• Resolved customer inquiries through multiple communication channels.
• Provided product information and troubleshooting support to clients.
• Managed customer complaints with empathy and professionalism.
• Resolved customer complaints promptly and professionally.