Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Personal Information
Timeline
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Rajesh Khatri

New Delhi

Summary

Continue to invest time in myself to be able to progress in my professional journey, accept challenges for learning and exposure, and be an asset to the organization. Seasoned Team Captain offering strong leadership skills honed in high-pressure environments. Demonstrated ability to coordinate team efforts, facilitate communication, and motivate individuals towards common goals. Proven history of fostering teamwork and collaboration for successful project completion.

Overview

15
15
years of professional experience

Work History

Team Captain

American Express
08.2023 - Current
  • Responsible for the performance reports, account audits, and process update/refresher sessions for the segment.
  • Listening to calls and coaching team members to improve performance, and adhere to regulations, policies, and procedures.
  • Taking ownership of supervisor call escalations and supervisor callbacks.
  • Well-versed in reports at the segment level.
  • Maintaining a positive approach and ensuring that opportunities are highlighted to leaders for something that can harm the segment's environment.
  • Collaborate with leaders across teams to share proven practices, and drive segment as well as individual team goals.
  • Extended the support to segment for availability on follow-up call conversations on high-balance core accounts.
  • Create an easily communicable channel with the team members to enable an environment where people feel empowered, and show extended support to each other.
  • Conducted a refresher session for the people who were loaned out to other segments when they joined the business back.
  • Collaborate with leaders and business partners to drive continuous improvement, and manage change effectively to motivate colleagues.
  • Conducted performance reviews with each member of the team to identify areas of improvement or growth opportunities.

Sr. Lead Collection Specialist

American Express
09.2015 - 07.2023
  • Managed high-volume call lists to contact debtors and secure payments of US based Cardmembers.
  • Worked closely on pre-charged-off and charged-off accounts.
  • Documented all debtor interactions accurately for compliance and follow-up.
  • Identified areas of improvement within the department's current processes.
  • Resolved disputes and negotiated settlements to resolve Cardmembers debts.
  • Ensured compliance with state and federal laws governing debt collection practices.
  • Accepted and processed customer payments and applied toward account balances.
  • Maintained confidentiality and adhered to FDCPA and CFPB regulations during collections.
  • Provided support to other team members regarding collection procedures and policies.

Sr. CCP

SITEL India pvt ltd
Gurgaon
08.2010 - 08.2015
  • Worked as a Sr. Customer Service Professional in the Equifax process.
  • Provided customers with excellent service while ensuring their comfort and satisfaction.
  • Identified opportunities for upselling additional products or services based on customer needs.

Education

12th -

C.B.S.E. Board
01.2006

10th -

C.B.S.E. Board
01.2004

Graduate - B.Com (Pass)

J.S University
Agra

Skills

  • Hands-on knowledge of MS Excel

Accomplishments

  • Special mention Award (2021 & 02/01/22)
  • Best Performer of Charge, Quarter 4, 2016.
  • Employee of the Quarter 4, 2016 and Quarter 3 2018.
  • Calls has selected as the WOW call in the Leadership call listening sessions.
  • Handled the team on given opportunities in the absence of my leader along with helping other teams with their supervisor calls and day to day queries.
  • Appreciation by team leaders for timely and effective delivery of the delegated tasks.
  • Star of the Quarter for Q4 2023.

Languages

  • Hindi
  • English

Personal Information

  • Father's Name: Mr. Rajesh Khatri
  • Date of Birth: 05/30/88
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Married

Timeline

Team Captain

American Express
08.2023 - Current

Sr. Lead Collection Specialist

American Express
09.2015 - 07.2023

Sr. CCP

SITEL India pvt ltd
08.2010 - 08.2015

12th -

C.B.S.E. Board

10th -

C.B.S.E. Board

Graduate - B.Com (Pass)

J.S University

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Rajesh Khatri