ROBIN GANJOO

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 strong interpersonal skills, problem-solving abilities, and decision-making prowess that drive business success.

• Basic to Advanced Excel
• Pivot Tables, Excel Charts
• Power Point Presentations
• Basic to Intermediate knowledge of Power BI
• Certified on FDCPA (Fair Debt Collection Practices Act).
• Certified on Collection Pyramid (Detail Collection Metrics).
• Trained on OCM (Open Communication Model).
• Trained on consumer Bill of Rights.
• Trained on different Consumer Portraits.
• Certified on INSEIGHTS, SL-2 Model, Time Management, Crucial Accountability, Influencing Without Authority, POSH (MCM Academy)

• Rewarded and got the certificate of Excellence for an outstanding individual performance in World Omni at Aegis.
• Rewarded with the certificate 'The Flag of Honor from client' in appreciation of Hard Work and Dedication at Aegis.
• Rewarded with the certificate for the star performer of the month in appreciation of outstanding performance on the job through efficiency, commitment, and competence at Encore Capital Group.
• Awarded with many non-monetary gifts for the performance both at Aegis and Encore Capital Group.
• Joined Aegis as an Executive Operations and separated with the organization as a SME.
• Started working at Encore Capital Group as a Collections Expert got promoted to Process expert in year 2010, later promoted to Residential Expert in year 2012.
• Got promoted as a Group Manager through internal IJP (Encore Emerging Managers) and worked as a Sr. Group Manager till Aug, 2022.
• Success of Project 'Moon-shot'. Goal was to maintain conversion against high RPC/hr. Globally it was a big success and after this rest of the teams were also included and group was expanded to 15 teams with 10-12 Account Managers in each team. Compensation was also increased from 16K index to 22K.
• June 2022 awarded MCM Marvels. 32 people were recognized in MCM Marvels Elite club for the very first time in the history of Encore and I was included.
• Worked closely with HRBP's and L&D teams for direct to hire (Specific work groups).
• Have also hired new talent in NHT (new hire team) and worked with them from training till day 1 of production.
• Publishing collection related and performance related reports at team and WG level, like True Collection report, Performance related (PIP & PAP), QC reports, quartile variance reports etc.
• Excellent EES scores and HR-team focus group scores.

• Learning & Development: - From 12/22 till present, I'm taking care of the major tasks of training team that includes hiring, onboarding, reporting and taking care of the client end requirements.
• COLLECTIONS: - Ability to analyses consumer's behavior and find out his/her requirement thereby benefiting the company by providing the financial resolution to the consumers on mutual agreement.
• ANALYSIS: - Examine and evaluate data information thereby concluding the best resolution depending upon the situation.
• CONSUMER RELATIONS: - Creating the bond and level of assurance for consumers to pacify by understanding and fulfilling their requirement by complying with the business norms and regulations.
• COMPLAINT'S & FRAUD INVESTIGATOR: - Handling the elite queue which majorly involves dealing with the financial obligations. Study a case to the core to find out the root cause and reaching the fair outcome upon the discussion with consumers. This helps exploring business opportunities along with leading to consumer satisfaction.
• MODE OF COMMUNICATION: - Being able to express and convey the message in the best possible manner through E-Mail, letters and Telephonic conversation; depending upon the mode preferred by the consumer or a third party.
• LEADERSHIP & TRAINING: - Shadowing the team members and trained the new folks on the consumer connect, building rapport, consumer portraits, FDCPA, and OCM Approach which will directly help them to perform better. Also, let people understand about handling complaints and informing about the fraud procedure and other traits to the respective role assigned to everyone.
• TYPING: - Good typing speed.

• Father's Name: Sh. M.K. Ganjoo
• Date of Birth: 03/27/1983
• Nationality: Indian
• Marital Status: Married

• Achieve monthly targets which involves individual statistics and expectation to deal with consumers in the most professional manner.
• Maintaining client end reports on real time.
• Conducting and publishing process PKT's and showcasing the error trend.
• Publishing training and process related dashboards.
• Completely responsible for onboarding and NHO sessions.
• Responsible for WBR and MBR, updating training slides.
• Keeping updated with the process and product modification through regular trainings.
• Enhance consumer experience by giving them first call resolution and resolving their concerns in a timely manner.
• Product improvement depending on the sort of disputes raised by consumers.
• Dealing with the assigned task effectively and efficiently.
• Focus on CFLM (Call Floor Leadership Model).
• Coaching and feedback, Accounts audit, Skill Building, People Management.
• Delivering strong compliance scores.
• Conduct pre-shift huddles, operations communications.

Effective Communication Skills, Good Interpersonal Relations.

English, Hindi & Kashmiri

Listening to Music, Playing & watching cricket

Work well under pressure and meet strict deadlines. Capacity to adapt to different time schedules. Self-Motivating and able to adapt to changing technology. Prove ability to work with others.

• Being a part of CSR team and spending some quality time with the linked NGOs is always a great feeling.
• Team Outing has been one of the key learnings as it helps in building a strong relation with your peers.