SACHIN KOKATE

• Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
• Leading Call Center Collections team for West & North zones handling Bucket Zero and Matured Cases.
• Consistently achieving 90%+ monthly targets in Regular Bucket with 80-85% average clearance ratio through cycle-wise strategy: 3rd, 7th, 15th & 21st.
• Managing 1-day bounce recovery window before transferring cases to Field Team.
• Managing Matured Cases - Zero EMI penalty recovery.
• Handling Tele-Verification, Welcome Calling, SMS & WhatsApp Portal for ITI Finance.
• Sending Pre-Due, Post-Due, Bounce reminders in Marathi, Gujarati, Hindi, Punjabi Language.
• Dispatching Demand and Section Notices for NPA/LOS cases via WhatsApp, and share delivery reports.

Tata Business Support Services Ltd. | Multinational Call Center

1) RBL Bank – Collection Process | Team Size: 14 Field Executives

• Led Business & Personal Loan collections for Bucket 1 to 4, ensuring timely recovery and portfolio quality.
• Coordinated with field executives and customers for payment follow-ups, dispute resolution, and commitment adherence.
• Managed payment posting schedules and resolved wrong payment posting issues in coordination with clients.
• Prepared and shared daily MIS reports with the client on collection efficiency and team productivity.

2) Yes Bank – Credit Card Sales Process | Team Size: 12 Field Executives

• Supervised credit card sourcing team and drove end-to-end document collection from customers.
• Ensured TAT compliance for application processing and maintained zero pendency.
• Tracked daily performance metrics and shared comprehensive MIS reports with the client.

• Led an 18-member team comprising 8 Callers and 10 Field Executives for Tata Docomo Postpaid Bill Collections.
• Managed end-to-end collection operations for Bucket 2, 3 & 4, driving recovery and reducing delinquency.
• Handled payment reconciliation, resolved invalid postings, and managed customer account statements.
• Handle customers payment & invalid posting & reconcile statement.
• Maintained daily MIS trackers for team performance, payment postings, and productivity monitoring.
• Prepared and shared daily MIS reports with clients on collection status, PTPs, and recovery trends.

Trainee Team Leader | Mar 2014 – Aug 2014

• Promoted from CSE to Trainee Team Leader within 2 years based on performance.
• Led an 8-member team handling Tata Docomo Postpaid Collections and Customer Service.
• Coordinated with clients for operational assistance and escalations.

Customer Service Executive | Mar 2012 – Feb 2014

• Handled inbound customer service and outbound collections for Tata Docomo Postpaid customers.
• Addressed billing queries, service requests, and negotiated payment commitments to reduce delinquency.

Car Club India | SBI Credit Card – Recovery Collection

• Managed field collections for SBI Credit Cards in bucket 150+ / hard bucket segment, ensuring compliance with bank protocols.
• Consistently met monthly recovery targets through proactive field follow-ups, contributing to overall financial health of the bank.
• Conducted customer visits for recovery of severely delinquent accounts and negotiated settlements.
• Maintained daily field reports and updated collection status for each assigned case.
• Conducted customer visits to recover severely delinquent accounts, successfully negotiating settlements to minimize losses.