Percy Gadiwalla
Senoir Process Associate
Mumbai,MH
Work Preference
Summary
Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.
Overview
18
18
years of professional experience
1
1
Certification
2
2
Languages
Work History
Collection Specialist
J.P. Morgan Chase
04.2025 - 10.2025
- Job profile involved detailed understanding of the credit card market in the United States.
- Delivering outstanding client experience while adhering to regulatory compliance.
- Optimized account prioritization by analyzing customer data, enabling more targeted and effective collection efforts.
- Collaborated with cross-functional teams to identify potential at-risk accounts and develop preventative measures.
- Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
Senior Process Associate
TATA CONSULTANCY SERVICES
01.2014 - 04.2025
- Responsible for Selling Credit Cards, Mortgages for Citibank N.A
- Responsible for Handling waitlist reservations for IHCL (Indian Hotels Company Limited) The Taj Group Project
- Trained junior associates in various process-related tasks, ensuring consistent quality across the team.
- Leveraged accounting software to perform data entry and prepare reports and statements while minimizing errors.
- Required to sell hotel inventory to the guests who would like to travel to the beautiful properties of Taj hotels during peak season in India and worldwide.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimized workflows for increased efficiency, utilizing Lean Six Sigma methodologies.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions tailored to their needs.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Customer Relations Advisor
Hutchinson 3 Global Services
02.2010 - 01.2014
- Job profile included handling sales both inbound and outbound for a wide range of telecom products and services.
- Providing customers with the best cost management options to suit their requirements.
- Tracking customer complaints and ensuring a win-win situation both for the consumers and business.
- Maintained, tracked, and trended data for monthly reporting.
- Contributed to overall team success by consistently meeting or exceeding performance goals related to call volume, resolution rate, and customer satisfaction metrics.
- Retained valuable clients by providing timely and effective resolution to their concerns, leading to increased customer loyalty and repeat business.
- Conducted outbound calls to follow up on outstanding issues or inquiries, ensuring timely resolutions for customers.
- Provided personalized assistance to customers by actively listening and understanding their unique needs and preferences.
- Obtained positive customer reviews and testimonials by delivering an exceptional level of support throughout every interaction.
- Reduced average call handle time by implementing efficient problem-solving techniques when assisting customers.
- Managed high call volumes while maintaining attention to detail and accuracy throughout each interaction.
- Improved first call resolution rates through thorough research and accurate assessment of customer issues before providing support.
- Managed department call volume of 3000 calls per day and coordinated department schedules to maximize coverage during peak hours.
Team Member
Bank of America
04.2008 - 02.2010
- Responsible for the sales and profitability for Mortgages.
- Making outbound calls to clients and offering mortgage products for property investments in the US.
- Giving clients personalized guidance on mortgages and payment plans that best suit their requirements.
- Gained recognition for delivering excellent customer service through active listening, empathetic communication, and timely resolution of concerns.
- Addressed and resolved customer complaints in polite and professional manner.
- Conducted product demonstrations, enhancing customer engagement and interest.
Customer Service Executive
IBM Daksh Mumbai
06.2007 - 01.2008
- Job profile included handling sales both inbound and outbound for Orange wireless and talk routers to be sold in the remote locations of the UK.
- Providing customers with the best cost-effective plan options that suit their needs and requirements.
- Tracking customer complaints and ensuring a win-win situation both for the consumers and business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Education
Bachelor of Commerce -
University of Mumbai
Mumbai, India01.2009
Skills
Credit reporting
Payment acceptance
Call center experience
Strong negotiation skills
Teamwork orientation
Decision-making
Account review
Sales experience
Collections
New hire training
Interests
Staying updated on current affairs and industry trends
Traveling and exploring new places
Enjoy instrumental and blues music
Researching and learning through online platforms
Software
PL/SQL, Microsost Office, Excel,Word and PowerPoint
Certification
Yellow Belt Six Sigma
Personal Information
- Date of Birth: 9th February 1985
- Nationality: Indian
Listening to Music , Exploting new places with taste buds and making new friends.
Into Western instrumental and blues
Languages
English
Advanced (C1)
Timeline
Collection Specialist
J.P. Morgan Chase
04.2025 - 10.2025
Senior Process Associate
TATA CONSULTANCY SERVICES
01.2014 - 04.2025
Customer Relations Advisor
Hutchinson 3 Global Services
02.2010 - 01.2014
Team Member
Bank of America
04.2008 - 02.2010
Customer Service Executive
IBM Daksh Mumbai
06.2007 - 01.2008
Bachelor of Commerce -
University of Mumbai