Pooja Makwana
Mumbai
Summary
Resourceful Senior Associate known for high productivity and efficient task completion. Possess specialized skills in project management, financial analysis, and client relationship building. Excel in time management, teamwork, and adaptive thinking which significantly contribute to achieving organizational goals.
Overview
13
13
years of professional experience
Work History
Sr Associate
TCS ESERVE INTERNATIONAL LTD
Mumbai
11.2022 - Current
- Handled incoming calls and directed callers to appropriate department or employee.
- Managed incoming calls from customers seeking assistance with their credit credit cards and provided solutions accordingly.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Contacted customers about potential service upgrades, new services and account changes.
- Coached new hires regarding policies and procedures related to credit card operations and customer service best practices.
- Worked as Front End Collections Associate for Credit Cards
- Currently with the Debt Recoveries
- Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.
- Strengthened customer retention by offering discount options.
- Trained and mentored new customer service executives to speed onboarding process.
- Assisted customers with questions and resolution of issues to maintain high satisfaction ratings.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Maintained thorough knowledge of store products to provide accurate information to customers.
- Collaborated with internal departments such as accounting, finance, sales and marketing, operations in order to ensure accurate billing information was provided to customers promptly before any collection efforts began.
- Negotiated with customers to determine an acceptable resolution of past due balances.
- Followed up on outstanding debts via phone calls, emails, letters. until full payment was received or an alternate arrangement was made by the customer.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Interacted with external agencies such as collection agencies, lawyers. regarding customer collections matters.
- Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
- Received payment and posted to appropriate customer accounts.
- Developed strategies for collecting overdue payments from clients while maintaining positive relationships with them.
- Located new addresses of delinquent customers through research, contacting credit bureaus or by questioning neighbors.
- Performed research into complex situations involving multiple parties in order to find a resolution that would be satisfactory for all involved parties.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Explained the terms of repayment arrangements and initiated electronic funds transfers where applicable.
- Implemented collection strategies to reduce outstanding account balances.
- Conducted regular reviews of accounts receivable aging reports to identify potential problem areas and recommend solutions.
- Collaborated with customer service teams to address and resolve debtor inquiries.
- Created payment plans for delinquent customers.
Associate
HDFC LIFE INSURANCE
Mumbai
06.2022 - 11.2022
- Responsible for managing escalations at Grievance Desk
- Handling walk - in clients at Head Office
- Coordinating with inter department to get the complains closed at IRDAI.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Navigated computer system to look up customer information and update policies.
- Resolved billing disputes and processed payments and refunds as required.
- Coordinated with insurance agents and underwriters to facilitate policy adjustments.
- Provided training and support to new customer service team members.
- Modified and updated existing policies and claims to reflect change in beneficiary, amount of coverage or type of insurance.
- Utilized CRM software to document customer interactions, feedback, and resolutions.
- Addressed and escalated complex customer issues to management, when necessary.
- Greeted customers and provided prompt, courteous service.
- Attended training and educational seminars to enhance knowledge and credentials.
- Provided detailed explanations of insurance coverage and policy limitations to customers.
- Responded to queries, solved, or referred problems and followed up with clients to increase satisfaction.
Deputy Manager
KOTAK LIFE INSURANCE
Mumbai
02.2012 - 01.2018
- Regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Collaborated with fellow employees, vendors and other parties to achieve smooth coordination of activities, risk remediation and follow-up.
- Assigned work and monitored performance of project personnel.
- Completed day-to-day duties accurately and efficiently.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Recognized by management for providing exceptional customer service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Responsible for daily briefing held woth team members to discuss the targets and agenda for the day
- Coordinate with the Sales Team to achieve numbers
- Responsible for maintaining team rosters and publish the same so as to ensure timely login logout
- Part of UAT Testing for new projects
- Responsible for managing data and drive targets within the team
- Responsible for running dialler activities
Education
Bachelor's of Commerce -
Ghyanshamdas Saraf College
Mumbai08-2011
Higher Secondary Certificate - Commerce
KES Education Society
Mumbai06-2008
High School Diploma -
Nanavati College
Mumbai01-2008
High School - Secondary School Certificate
I.E.S School
Mumbai06-2006
Skills
- Customer service
- Conflict resolution
- Debt collection
- Account management
- Customer retention
- Effective communication
- Team collaboration
- Problem solving
- Team leadership
- Team supervision
Accomplishments
- Awarded as Best Team Member With Highest Numbers Of Net Promoters Scheme
- Awarded as Best Team Members for achieving Targets month on month
Languages
English
First Language
Hindi
Proficient (C2)
C2
Gujarati
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Affiliations
- Actively participate in all the Cultural and Social activities held within and outside the organisation
Timeline
Sr Associate
TCS ESERVE INTERNATIONAL LTD
11.2022 - Current
Associate
HDFC LIFE INSURANCE
06.2022 - 11.2022
Deputy Manager
KOTAK LIFE INSURANCE
02.2012 - 01.2018
Bachelor's of Commerce -
Ghyanshamdas Saraf College
Higher Secondary Certificate - Commerce
KES Education Society
High School Diploma -
Nanavati College
High School - Secondary School Certificate
I.E.S School