Pooja Sharma

• Implemented process improvements that increased team morale while maintaining a high level of professionalism within the department.
• Improved customer relationships through effective negotiation and conflict resolution techniques.
• Negotiated settlements with customers experiencing financial difficulty, preventing potential litigation costs and preserving client relationships.
• Streamlined the collections process, reducing time spent on manual tasks and increasing overall productivity.
• Assisted in the development of training materials for newly hired collections representatives, improving departmental performance metrics.
• Managed a diverse portfolio of accounts, ensuring timely collections and minimizing losses.
• Worked closely with legal counsel to pursue necessary actions against non-compliant debtors, ensuring company interests were protected at all times.
• Developed customized payment plans for customers struggling with outstanding debts, promoting long-term financial stability while recovering funds owed.
• Maintained accurate records of all collection activities, providing transparency to stakeholders and senior management.
• Collaborated on collection and dispute resolution issues.
• Identified and discussed with management opportunities for improvements to procedures and internal controls.

• Improved collection efficiency by implementing effective strategies and streamlining processes.
• Promoted a culture of accountability and professionalism among the team members.
• Developed strong relationships with clients, fostering trust and improving communication channels for future negotiations.
• Reduced delinquency rates by proactively addressing customer payment issues and providing tailored solutions.
• Provided excellent customer service, resolving disputes promptly and professionally to maintain client satisfaction levels.
• Implemented training programs for new hires, ensuring consistent practices across the department.
• Spearheaded initiatives aimed at reducing operational costs while maintaining high levels of service quality.
• Contributed to overall company strategy discussions regarding revenue generation and cost reduction methods.
• Managed a diverse team of collectors for optimal performance and increased success rates.

Product Handled:- Credit Card , Gold Loan, Unsecured Recovery , PL & BL

• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
• Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
• Developed and implemented strategies to maximize customer satisfaction.
• Directed initiatives to improve work environment, company culture or overall business strategy.

Product Handled:- Two Wheeler , Auto, OD, Write-off, Fee Collection, PL & BL ( North Region ).Owning responsibility for productivity of 95 TCO & 7 Supervisors.

• Review and share feedback with callers / Supervisors bases on dialer strategies and mid day reports.
• Trained and mentored new employees on collection methods, performance strategies.
• Implemented process improvements that increased team morale while maintaining a high level of professionalism within the department.
• Improved customer relationships through effective negotiation and conflict resolution techniques.
• Maintained accurate records of all collection activities, providing transparency to stakeholders and senior management.
• Established clear performance expectations for collections staff members, fostering an environment focused on accountability and results-driven action plans.
• Conducted regular account reviews to identify high-risk clients and adjust collection strategies accordingly.
• Enhanced collection efficiency by implementing effective strategies and streamlining processes.
• Monitored accounts receivable aging and worked with various areas to address business needs.