Pritam Roy
New Delhi
Summary
Dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional.
Skilled professional with experience in collections, customer service and report making. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.
Overview
15
15
years of professional experience
Work History
Senior Collections Specialist
First Source Limited
04.2023 - 05.2025
- Used skip tracing and other techniques to locate debtors.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Counseled debtors on payment options and arranged installment agreements.
- Trained new team members on scripts, company services, and collection strategies.
- Used probing techniques to determine debtors' reasons for delinquency.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Senior Collections Representative
Encore Capital Group
11.2016 - 02.2023
- Maintained high volume of calls and met demands of busy and productive group.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Maintained consistently high success rate of collecting on overdue accounts.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
Customer Success Specialist
Barclays Global Service Centre
03.2014 - 04.2016
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Responded to customer requests for products, services, and company information.
- Collaborated with cross-functional teams to deliver successful product implementations.
- Responding on inbound calls and emails providing banking solutions to the UK customers
- Created product training plans centered on customer success and satisfaction.
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
Technical Support Executive
Fiserv (Open Solutions LTD)
03.2010 - 03.2014
- Extended analysis to assist technology team efforts to escalate and resolve issues.
- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
- Cultivated procedures and standards for system monitoring, investigation and maintenance.
- Developed and implemented training initiatives for new hires.
- Analyzed and developed service goals for in-bound call center.
- Identified key technology defects to streamline problem resolution.
- Configured hardware, devices, and software to set up work stations for customers.
- Generated reports to track performance and analyze trends.
Education
Bachelor of Arts - Geography Hons
Swami Shraddhanand College
04-2004
Skills
- Customer relationship expert
- Team management
- Quality management
- Dispute resolution
- SLA/TAT management
- Skip tracing
- Legal compliance
- Billing problem resolution
- Issue investigation
- Customer research
- Balance collection
- Goals and performance
- Decision-making
Languages
Hindi
Upper intermediate (B2)
Bengali
Upper intermediate (B2)
English
Advanced (C1)
Timeline
Senior Collections Specialist
First Source Limited
04.2023 - 05.2025
Senior Collections Representative
Encore Capital Group
11.2016 - 02.2023
Customer Success Specialist
Barclays Global Service Centre
03.2014 - 04.2016
Technical Support Executive
Fiserv (Open Solutions LTD)
03.2010 - 03.2014
Bachelor of Arts - Geography Hons
Swami Shraddhanand College
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