SANGAM POOJARY

As a General Manager at First Credit Services, I oversee both the First Party and Third Party collection processes, ensuring efficient revenue generation and exceptional client services. Managing a reporting staff of 160 Full-Time Equivalents (FTEs), including 3 Managers, 10 Team Leaders, and 2 Team Coaches, I am responsible for driving performance excellence and fostering a culture of continuous improvement.

Key Responsibilities:

• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
• Developed and implemented strategies to increase sales and profitability.
• Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  

Skills Utilized:

• Revenue Optimization
• Client Relationship Management
• Performance Analysis
• Strategic Planning
• Team Leadership and Development
• Problem-solving and Decision-making

• Serving one of the giant telecommunication company in the US
• Hired to lead the pilot batch which started with just 26 FTEs and grew to 400+ employees
• Managing operations of collections functions such as monitoring accounts receivables, account follow-up, account resolution, balance reconciliation, denial and bad debt reporting, client audits
• Attending weekly calls with quality and compliance team to understand the opportunities and derive RCA and POA to fix the issues.
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• Took ownership and responsibility for the operational performance of team members
• Ensured that the team members are able to deliver their goals on time and meet all the operational metrics
• Engaged and supported team members to achieve all KPI's, through effective coaching, performance management, and developed career progression through internal development programs
• Identified performance related issues, developed an action plan for improvement and implemented corrective action
• Actively participated in weekly and monthly reviews and updated the stakeholders on current performance and actions taken to improve performance
• Provided subject matter expertise in handling escalated customer calls as needed
• Handled key metrics like AHT, Schedule Adherence Meeting the SLA targets (Quality/TAD%/ Productivity/Staffing etc)
• Provided professional customer service to achieve a high percentage of customer satisfaction and retention