Raunak Gupta
Pune
Summary
Aiming to leverage my 12+ years of experience in customer service, process compliance, client servicing, and team leadership in the ITES sector. My goal is to contribute effectively to the organization's success through continuous process improvement, meeting KPIs, and fostering a high-performance team environment. Seasoned Assistant Manager with comprehensive knowledge in team leadership, project management, and operational procedures. Strong ability to lead diverse teams, handle multiple tasks simultaneously, and deliver high-quality customer service. Successful track record of improving efficiency, increasing productivity, and driving customer satisfaction in previous roles. Possess problem-solving abilities, and decision-making prowess that drive business success.
Overview
14
14
years of professional experience
Work History
Assistant Manager – US Collections Inbound & Outbound
UPS Logistics Pvt. Ltd
01.2022 - Current
- Lead and mentor a team of 35 collection agents including 3 TL’s, ensuring they meet weekly and monthly collection targets
- Conduct training, coaching and monthly sessions with direct reports to enhance team performance
- Discussions and sharing feedback while appraisals to direct reports biannually and annually
- Develop and implement effective collection strategies to minimize outstanding debt and reduce delinquencies
- Negotiate payment terms and settlement options with customers to accelerate payment processing, leveraging strong decision-making skills for faster outcomes
- Prepare and maintain detailed reports on collection performance, aging reports, and recovery rates
- Collaborate with internal stakeholders to assess customer creditworthiness and establish appropriate credit limits
- Coordinate with third-party agencies or legal teams for unresolved or high-risk accounts
- Successfully reduced outstanding debt by implementing improved collections processes
- Recognized for leadership and efficiency in driving team performance
Supervisor – US Brokerage
UPS Logistics Pvt. Ltd
10.2018 - 12.2021
- Led a team of 25 brokers, ensuring SLAs are met and customer satisfaction is maintained
- Managed quality control and compliance mechanisms in accordance with UPS guidelines
- Provided regular feedback and performance reviews to improve team productivity
- Played a key role in the successful transition of accounts from US sites to GBS Pune
- Proposed and implemented the HREC mailbox for the GBS Pune site, streamlining work allocation previously managed through the Outlook mailbox
- HREC implementation also improved the reporting structure, providing greater visibility and efficiency
- Played a vital role in improving internal reporting structures and database management
- Developed successors from team lead to supervisor and coordinator to team lead positions
Team Lead – US Accounts Receivable
UPS Logistics Pvt. Ltd
10.2014 - 09.2018
- Managed a team of 27 FTEs and 4 auditors, overseeing US AR JPMC RE Process
- Ensured 98% cash application within 72 hours, consistently meeting KPIs
- Led the successful migration from Receivables Edge to Payment Processing System (PPS), reducing outstanding receivables by $55 million in just 15 days
- Trained and mentored team members, fostering skill development and boosting morale
- Awarded 'Significant Performer of the Year' for exceeding performance targets
- Recognized with the 'Leadership Excellence Award' for exceptional team building and achieving stretch targets
Sr. Admin – US Accounts Receivable
UPS Logistics Pvt. Ltd
05.2013 - 09.2014
- Promoted within 16 months, managing the team’s work allocation, productivity reports, and aging reports
- Improved team productivity through changes in allocation procedures, increasing efficiency at both team and individual levels
- Successfully reduced processing times and streamlined work allocation to ensure more efficient team output
Admin Associate – US Accounts Receivable
UPS Logistics Pvt. Ltd
01.2012 - 04.2013
- Started as an Associate, quickly advancing through performance excellence in the AR process
- Ensured timely payment applications within the 72-hour turnaround time, contacting customers for remittance details when needed
Business Development Manager
INDIA INFOLINE PREMIA
04.2011 - 01.2012
- Managed HNI client portfolios and provided tailored financial solutions based on risk assessments
- Led client servicing, resolving complaints, and improving customer satisfaction levels
- Successfully acquired new clients through direct marketing, referrals, and campaigns
Education
Post-Graduate Diploma in Management -
Sinhgad Institute of Management
01-2011
Bachelor of Commerce - Specialization in Marketing and Finance
Gorakhpur University
01-2008
Skills
- Leadership and People Management
- Process Improvement and Optimization
- Client Relations and Negotiation
- Data Analysis & Reporting
- Risk Management & Compliance
- Mentoring
- Problem-solving
- Multitasking
- Continuous improvement
- Team engagement
- Operations Management
- Employee Performance Evaluations
- Recruiting and interviewing
- Internal and external customer rapport
- Employee engagement
Hobbies and Interests
- Traveling
- Watching movies
- Listening to music
Awards
- Spark of Brilliance – Recognized as the top performer in the team for consistently achieving and surpassing payment application production targets within specified timelines.
- Leadership Excellence Award – Honored for exceptional team-building skills and successfully driving the achievement of stretch targets set by senior leadership.
- Significant Performer of the Year – Awarded for surpassing performance expectations, and consistently delivering exceptional results in U.S. Accounts Receivable (AR) processes
- Game Changer Award – Acknowledged for driving innovative solutions, and maintaining high-quality standards across operations
- Steller Success Award - Recognized for outstanding achievement and unwavering dedication in establishing a seamless WFH environment for the team
- Imminent Award – Recognized for successful vendor transitions, fostering a culture of innovation, and promoting accountability, while maintaining quality standards
- Pinnacle Award – Awarded for overseeing the successful transition of a major project from Louisville to Pune, ensuring quality assurance throughout the process
- High Flyer Award – Celebrated for outstanding leadership, driving team performance, and enhancing operational efficiency
Disclaimer
I hereby declare that the information provided above is accurate to the best of my knowledge and belief.
Timeline
Assistant Manager – US Collections Inbound & Outbound
UPS Logistics Pvt. Ltd
01.2022 - Current
Supervisor – US Brokerage
UPS Logistics Pvt. Ltd
10.2018 - 12.2021
Team Lead – US Accounts Receivable
UPS Logistics Pvt. Ltd
10.2014 - 09.2018
Sr. Admin – US Accounts Receivable
UPS Logistics Pvt. Ltd
05.2013 - 09.2014
Admin Associate – US Accounts Receivable
UPS Logistics Pvt. Ltd
01.2012 - 04.2013
Business Development Manager
INDIA INFOLINE PREMIA
04.2011 - 01.2012
Post-Graduate Diploma in Management -
Sinhgad Institute of Management
Bachelor of Commerce - Specialization in Marketing and Finance
Gorakhpur University
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