Shivani Ekka
gurugram
Summary
Results-oriented Collections Specialist with over 6 years in accounts receivable and debt collection. Expertise in managing high-volume accounts, resolving billing discrepancies, and negotiating payment arrangements. Demonstrated success in meeting collection targets, conducting account reconciliations, and maintaining customer relationships in fast-paced environments.
Overview
2
2
Languages
7
7
years of professional experience
Work History
Customer Collection Specialist
American Express
04.2022 - 10.2025
- Managed a portfolio of delinquent customer accounts, conducting timely follow-ups to secure outstanding payments and improve account resolution.
- Managed inbound and outbound customer interactions on overdue balances, payment concerns, account status, and repayment options to enhance customer understanding and facilitate payments.
- Utilized effective negotiation and persuasion techniques to establish suitable payment arrangements while maintaining a professional customer experience.
- Pursued assigned collection targets, productivity goals, quality standards, and key performance indicators (KPIs) to contribute to overall departmental success.
- Analyzed customer accounts and payment histories to identify outstanding balances, payment issues, and appropriate collection actions.
- Resolved customer disputes and billing-related concerns by investigating account information and coordinating with relevant internal teams when required.
- Handled difficult and escalated customer situations with patience, empathy, professionalism, and strong conflict-resolution skills.
- Documented collection activities, customer interactions, payment commitments, and account updates accurately and promptly to ensure compliance and support effective follow-up.
- Followed established American Express policies, collection procedures, compliance requirements, and data privacy standards when handling customer accounts.
- Demonstrated strong communication, analytical, problem-solving, time-management, and customer service skills in a fast-paced, target-driven banking environment.
Process Associate
Barclays India
Noida
03.2020 - 03.2022
- Managed assigned portfolios of delinquent and overdue customer accounts, following established collection procedures to maximize payment recovery.
- Assessed customer financial situations and utilized effective negotiation and persuasion skills to secure payments and establish appropriate payment arrangements.
- Negotiated repayment solutions with customers, aligning business recovery objectives with customer needs to achieve mutually beneficial outcomes.
- Conducted inbound and outbound customer interactions to discuss outstanding balances, payment status, and repayment options, enhancing customer understanding and engagement.
- Reviewed account details, payment history, and delinquency status to determine suitable collection strategies and prioritise accounts effectively.
- Achieved assigned collection, productivity, quality, and customer service KPIs within a fast-paced and target-driven environment.
- Addressed customer queries, payment concerns, and account disputes while maintaining a high standard of customer service.
- Handled challenging customer interactions and escalations professionally, demonstrating strong conflict-resolution and emotional-management skills.
- Collaborated with internal teams to resolve account-related issues, ensuring timely and accurate resolutions that improved overall customer satisfaction.
- Maintained strict adherence to banking policies, collection guidelines, compliance standards, and data protection requirements.
- Demonstrated strong communication, negotiation, analytical, problem-solving, and time-management skills while managing high-volume collection activities.
Process Associate
Synchrony Bank
Gurugram
10.2018 - 03.2020
- Consistently met or exceeded assigned collection, productivity, quality, and customer service KPIs.
- Utilized strong negotiation and persuasion skills to secure payments and establish realistic payment arrangements based on customer circumstances.
- Followed up on payment commitments and delinquent accounts to enhance recovery and reduce outstanding balances.
- Managed challenging conversations and escalated customer concerns with patience, empathy, and effective conflict resolution.
- Addressed customer questions, payment concerns, and account disputes while maintaining a professional and customer-focused approach.
- Effectively managed competing priorities and a high volume of accounts in a fast-paced, target-driven environment.
- Collaborated with internal departments and team members to resolve complex account issues and facilitate successful customer account resolution.
- Maintained accurate documentation of customer interactions, payment commitments, account updates, and collection activities.
- Adhered to established banking policies, collection procedures, regulatory requirements, compliance standards, and data privacy guidelines.
- Protected sensitive customer and financial information while following required authentication and security procedures.
- Evaluated account information and payment history to determine appropriate collection approaches and prioritise accounts based on delinquency status.
Education
Bachelor of Arts - Political Science
Jesus And Mary College
01-2011
Skills
- Negotiation & Persuasion
- Analytical problem solving
- Client management
- Effective communication
- Attention to detail
- Results orientation
- Multitasking
- Decision Making
- Patience & Professionalism
- Active Listening
- Emotional intelligence
- Work ethic
Languages
Hindi
English
Custom
- Reading
- Painting
- Travelling
Timeline
Customer Collection Specialist
American Express
04.2022 - 10.2025
Process Associate
Barclays India
03.2020 - 03.2022
Process Associate
Synchrony Bank
10.2018 - 03.2020
Bachelor of Arts - Political Science
Jesus And Mary College