Poonam Patkar
Mumbai
Summary
Results-oriented professional with over 3 years of experience in customer service, business operations, and management. Expertise in fostering positive customer relationships and driving operational improvements. Strong focus on teamwork, interpersonal communication, and relationship management.
Overview
6
6
years of professional experience
Work History
Collections Specialist II
JP Morgan Chase & Co.
Mumbai
04.2024 - 11.2025
- Managed customer accounts to ensure timely collection of outstanding debts.
- Reviewed account statements to identify overdue payments and initiate follow-ups.
- Communicated with clients to resolve payment discrepancies and questions.
- Developed payment plans in collaboration with clients to facilitate debt repayment.
- Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
- Documented customer interactions in the collections management system effectively.
Sr. Accounts Receivable & Payable Officer
BHAKTI FLEXPACK PVT. LTD.
09.2021 - 02.2024
- Sr. Accounts Receivable & Payable Manager in Accounts & Administrative Department.
- Executed invoice creation, coordinated with customers, suppliers, and banks through calls and emails, extended trade credit to customers, maintained detailed reports, and followed up on payments to ensure timely collections.
- Demonstrated strong communication skills, built long-term trust with customers, and collaborated effectively with my team and other departments to foster a loyal customer base.
- Proficiently trained and managed a team of 6 highly skilled individuals.
- Enhanced department efficiency by implementing new strategies, introducing diverse payment options, automating invoice tracking, and streamlining monthly revenue and expense recording.
Customer Service Executive
TECH MAHINDRA BUSINESS SERVICES
12.2019 - 04.2021
- Worked as a Customer Service Executive, being the first point of contact in eServices chat support team.
- Responsible for handling account related queries like billing, upgrading the plans, resolving product delivery and network related issues.
- Identifying issues and providing the best customer experience with prompt response.
- Basic knowledge and experience in sales.
Education
Bachelor of Accounting & Finance -
MALINI KISHOR SANGHVI COLLEGE OF COMMERCE &ECONOMICS
01.2014
HSC -
MALINI KISHOR SANGHVI COLLEGE OF COMMERCE &ECONOMICS
01.2011
SSC -
ST LOUIS CONVENT HIGH SCHOOL
01.2009
Skills
- Customer Service
- Excellent Communication Skills
- Level-headed Decision-Making
- Computer Proficiency
- Teamwork
- Time Management
- Adaptability
- Flexibility
- Solution-Oriented
Personal Information
Date of Birth: 01/31/94
Awards
- Spotlight RNR Q1, Q2, Q3
- TechMBS 2020
- Best Performer NPS
- OJT Stars
- TechMBS 01/2020
- Best Trainee
Hobbies and Interests
- Travelling
- Charity and NGO (Volunteering at Local animal foundations)
- Creating blogs (Relatable & Motivational Quotes)
Languages
- Hindi
- Marathi
- English
- Hindi
- Marathi
Leadership Achievements
- Personally created Chat Templates and Call scripts, email templates, approved & implemented by higher management, resulting in lowered AHT by 12% and improved Customer experience on NPS numbers by 8%.
- Received recognition and hand-picked with managing, delegating tasks and providing support to the team, building more confidence, efficient team collaboration and motivation by 8%.
- Constructed coaching and Feedback modules for NHT Grooming.
- Assisted Trainers to arrange weekly activities & tasks, enhancing team-collaboration, improving navigation skills of various tools and expanding knowledge base.
- Achieved goals of reducing organizational costs by 15%, accelerated cash flow, improved customer service and valuable management insights.
Timeline
Collections Specialist II
JP Morgan Chase & Co.
04.2024 - 11.2025
Sr. Accounts Receivable & Payable Officer
BHAKTI FLEXPACK PVT. LTD.
09.2021 - 02.2024
Customer Service Executive
TECH MAHINDRA BUSINESS SERVICES
12.2019 - 04.2021
Bachelor of Accounting & Finance -
MALINI KISHOR SANGHVI COLLEGE OF COMMERCE &ECONOMICS
HSC -
MALINI KISHOR SANGHVI COLLEGE OF COMMERCE &ECONOMICS
SSC -
ST LOUIS CONVENT HIGH SCHOOL