Shinil Raj
Senior Manager
Pune
Summary
Seeking a responsible position in an organization with an opportunity of professional challenge and growth to support the direction of the company
Enterprising leader & planner with a strong record of contributions in streamlining operations, invigorating businesses, heightening productivity, systems & procedures.
Overview
14
14
years of professional experience
3
3
Languages
Work History
Payment Business & Services- Senior Manager
HDFC Bank Ltd.
6 2020 - Current
- Managed senior desk escalations related to merchant grievances, including grievance redressal cell, social media, banking ombudsman, and principal nodal escalations
- Handle customer complaints and issues received through various channels, ensuring timely resolution and customer satisfaction
- Coordinate with field forces to provide services and support to merchant base, ensuring effective communication and problem-solving
- Proficient in email management, effectively handling large volume of emails and promptly responding to customer inquiries and concerns
- Oversee chargeback and refund processes, reconciliation and ensuring audit compliance with regulations and guidelines, and resolving any related customer disputes
- Collaborate with cross-functional teams, including sales, operations, Nodal Officer and compliance to implement best practices to enhance customer service
- Monitor and analyze customer feedback and data to identify patterns, trends, and areas for improvement, and propose actionable solutions.
Key Account Relationship Manager
Bharti Airtel Ltd.
02.2019 - 03.2020
- Successfully managed enterprise collection operations, ensuring timely and efficient recovery of outstanding debts from corporate clients
- Demonstrated expertise in handling national accounts, effectively managing the collection process, and maintaining strong relationships with key clients
- Implemented strategies to minimize bad debt and improve collection efficiency, resulting in a significant reduction in write-offs
- Developed and implemented churn control strategies to minimize customer churn and improve customer retention rates
- Collaborated with sales to ensure a coordinated approach to churn control and debt collection for three months aging accounts.
Zonal Collection RM
Vodafone Idea Ltd.
08.2016 - 02.2019
- Successfully managed a team of 60+ members, including field collection officers, telecallers, and MIS coordinators, across five vendors for Nagpur region
- Implemented performance monitoring and improvement strategies to ensure efficient collection against billing, specifically targeting bucket 60 to 90 plus
- Demonstrated expertise in churn and collection management, achieving and maintaining a zonal churn percentage of
- Successfully maintained low bad debts by maximizing collections and minimizing cases flowing into higher buckets
- Developed and executed motivational initiatives, contests, and rewards to boost team morale and productivity.
Billing Executive
Essel Group
09.2015 - 08.2016
- Proficient in identifying configuration-related issues that trigger billing complaints, implementing solutions to resolve them, and ensuring accurate billing for customers
- Provided training to CTP agents to deliver excellent service, reduce billing complaints, and enhance customer satisfaction
- Developed and implemented effective vendor management strategies, ensuring 100% bill delivery and maintaining strong relationships with vendors
- Ensured bill delivery as per Service Level Agreements (SLAs), meeting customer expectations and maintaining high service standards
- Focused on enhancing due date collection, implementing strategies to improve on-time payments and minimize collection delays.
- Enhanced client satisfaction with timely and accurate invoicing, ensuring prompt payments and better cash flow management
Support Manager
SS Infotech
07.2014 - 08.2015
Sr. Support Executive
Holiday tours Pvt Ltd
10.2013 - 06.2014
Sr. Officer
Wipro BPO Pvt Ltd
03.2012 - 08.2013
Associate
Tech Mahindra Pvt Ltd
03.2010 - 11.2011
Education
Post-Graduation - Operation management
Rajeev Gandhi institute of Manag. & Technology
01.1998 - 04.2000
Graduation - Batchelor in Tourism studies (BTS)
IGNOU
01.2012 - 04.2013
Higher Secondary certificate - undefined
Nagpur University
01.2007 - 04.2008
Secondary school certificate - undefined
CBSE Board
01.2005 - 04.2006
Skills
Vendor Management
Reconciliation
Audit Preparation
Operation Management
Data Analysis
Stakeholder Management
CRM Team Management
Vendor Management
Accomplishments
- Successfully completed a Yellow Belt Project at Idea Cellular Ltd in 2018, reducing invalid and return instruments during demonetization.
- Played a significant role in resolving over 2500 pending utility billing complaints within the specified deadline after the transfer of customer base to Essel Group at Aurgaband Municipal Corporation.
- Received recognition for implementing innovative ideas in the retention and post-sales processes at Holiday Tours Pvt Ltd.
- Earned three monthly top performer awards during employment at Wipro Ltd
- Achieved the runner-up position twice for quarterly performance at Tech Mahindra.
Personal Information
- Date of Birth: 10/27/1989
- Marital Status: Married
Timeline
Key Account Relationship Manager
Bharti Airtel Ltd.
02.2019 - 03.2020
Zonal Collection RM
Vodafone Idea Ltd.
08.2016 - 02.2019
Billing Executive
Essel Group
09.2015 - 08.2016
Support Manager
SS Infotech
07.2014 - 08.2015
Sr. Support Executive
Holiday tours Pvt Ltd
10.2013 - 06.2014
Sr. Officer
Wipro BPO Pvt Ltd
03.2012 - 08.2013
Graduation - Batchelor in Tourism studies (BTS)
IGNOU
01.2012 - 04.2013
Associate
Tech Mahindra Pvt Ltd
03.2010 - 11.2011
Higher Secondary certificate - undefined
Nagpur University
01.2007 - 04.2008
Secondary school certificate - undefined
CBSE Board
01.2005 - 04.2006
Post-Graduation - Operation management
Rajeev Gandhi institute of Manag. & Technology
01.1998 - 04.2000
Payment Business & Services- Senior Manager
HDFC Bank Ltd.
6 2020 - Current