SHAHBAAZ KHAN

• Partner Onboarding:
• Identify, onboard, and train delivery service partners (DSPs).
• Ensure all necessary compliance and documentation is completed.
• Vendor Relationship Management:
• Solve partner issues related to performance, payments, or logistics operations.

Performance Monitoring:

• Track daily performance metrics (on-time delivery, vehicle availability, etc.).
• Help partners improve KPIs using data and feedback from operations.
• Built and maintained strong client relationships, resulting in 20% increase in client satisfaction scores and enhanced retention of key accounts.
• Conducted weekly performance monitoring using key operational KPIs, identifying inefficiencies and driving a 10% boost in delivery compliance rates.

Field Visits & Audits:

• Visit partner sites or hubs to ensure process compliance, safety, and efficiency.
• Conduct audits and give feedback for improvement.
• Process Improvement:
• Identify gaps in logistics operations.
• Work with internal teams to improve delivery quality and reduce costs.

Communication & Coordination:

• Coordinate with Amazon operations, transportation, and planning teams.
• Ensure smooth communication between Amazon and third-party partners.
• Optimized route and capacity planning across multiple logistics hubs, leading to a 15% reduction in transit time and improved on-time delivery metrics.
  
  
  

• Location Management: Successfully managed the Fatehgarh Sahib location, overseeing all aspects of rural loan collections.
• Led a team of field and tele-calling agents to recover overdue payments, achieving monthly collection targets with 95%+ efficiency.
• Loan Collections: Specialized in the collection of Rural Personal Loans, Salary Loans, and Doctors Loans across various delinquency buckets (X, 1, 2, 3).
• Customer Payment Facilitation: Ensured smooth and hassle-free payment processes for customers.
• Debt Collection Leadership: Led a team of debt collectors, providing training and support to optimize performance.
• Risk Management: Minimized bad debt exposure through effective risk assessment and customer engagement strategies.
• Customer Service Excellence: Maintained high standards of customer service, resolving issues promptly and maintaining positive customer relations.

• Operational Oversight: Assisted in managing the Fatehgarh Sahib location, supporting collections for Rural Personal Loans, Salary Loans, and Doctors Loans.
• Built strong coordination with sales and credit teams to ensure timely handover of delinquent accounts.
• Conducted regular field visits and audits to assess agent performance and ensure policy-compliant recoveries.
• Team Coordination: Coordinated activities of the debt collection team, ensuring adherence to policies and procedures.
• Performance Monitoring: Monitored team performance, providing feedback and implementing improvement plans as needed.

• Debt Recovery: Managed debt recovery processes, contacting customers to secure payments and resolve outstanding balances
• Carried out door-to-door follow-ups on overdue accounts, achieving monthly recovery targets consistently.
• Handled 30+ accounts daily, resolving customer disputes and negotiating payment plans.
• Customer Interaction: Built and maintained positive relationships with customers to ensure satisfactory resolutions.
• Regulatory Compliance: Ensured all recovery activities complied with regulatory standards and company policies.
• Reporting: Prepared regular reports on recovery status and performance metrics.

• Process Optimization: Contributed to the streamlining of processes, enhancing efficiency and productivity.
• Data Management: Managed customer data accurately, ensuring compliance with data protection regulations.
• Customer Support: Provided high-quality customer support, addressing inquiries and resolving issues efficiently.
• Team Collaboration: Worked closely with team members to achieve departmental objectives and improve overall performance.