Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Personal Information
Mailing Address
Timeline
Generic

Shraddha Gaikwad

Andheri (East)

Summary

Dynamic Collections Manager with expertise in payment negotiation, compliance monitoring, and strategic process improvement. Proven track record in enhancing collection procedures and achieving organizational goals.

Overview

23
23
years of professional experience

Work History

Collection Manager

CTG group
Mumbai
09.2024 - Current
  • Managed collections agency to ensure timely payment processing.
  • Developed strategies for improving collection procedures and customer communication.
  • Analyzed account statuses to identify potential collection issues proactively.
  • Coordinated with various departments to streamline the collections workflow.
  • Monitored compliance with company policies and legal regulations in collections processes.
  • Identified potential areas of improvement in collections process and implemented changes accordingly.
  • Negotiated payment plans with customers in arrears or at risk of defaulting on payments.
  • Responded to customer inquiries about billing issues, account status, and payment options.
  • Contacted customers in person at personal and business locations to collect payments directly.
  • Collaborated with legal department to initiate litigation against delinquent customers when necessary.
  • Resolved escalated disputes between customers and the company concerning collections matters.

Centre Head – (Pre School-Curious Learning)

Curious Learning Preschool
Pune
04.2022 - 04.2024
  • Managing 20-member team to handle 125 students.
  • 120 Enrolment target achieved for the year.
  • Complete all goals & objectives on the annual work plan from the children & families commissions.
  • Marketing strategy design in regular intervals to increase the enrolment.
  • Develop & implement a plan for meaningful, integrated staff development training with ongoing coaching strategies.
  • Manage multiple budget & funding sources with fiscal responsibility.
  • Facilitated parent workshop to plan for next year enrolment plan.
  • Developed & administered a variety of assessment to inform instruction

Assistant Manager – (Retail assets, Branch operation & Customer service)

HDFC BANK LTD
Kandivali
12.2010 - 02.2016
  • Managing branch customer care desk with the help of team size of 6 outsource employees (Bases at Bank).
  • Managing branch operations with the objective of delivering timely, efficient & productive Retail banking operations.
  • The responsibility is extended to people management & branch operation management related to Customer service, Loan closure & back end processing & operation.
  • Managing customer queries/requests/ complaints - Resolution through CRM within TAT assigned.
  • Resolving customer issue on desk with the help & co-ordination with different departments.
  • Monitoring & Reporting of service time & wait time of daily walking customers as per the services offered to them. Daily Report Maintenance is done for the same.

Assistant Manager- (Operation)

RELIANCE SECURITIES LTD.
02.2009 - 03.2010
  • Handling 'Query Resolution Desk' for Branch / Customer Service Team for online & offline queries.
  • Customer queries / requests / complaints- Resolution through CRM within TAT.
  • In-house People management for Query Resolution Desk.
  • Ecommerce.
  • Handling the entire process of call centre / attending customer inbound & out bound calls.
  • Customer queries / requests / complaints- Resolution through CRM within TAT.
  • Analysis & Presentation on QRC and maintaining Daily MIS for number of QRCs attended.
  • Handled Offline Sales.

Assistant Manager - Customer Service

RELIANCE SECURITIES LTD.
06.2006 - 01.2009
  • Checking & Processing of application forms for opening of Reliance Money DEMAT Account.
  • Training junior level sales staffs for KYC requirements of online trading on DEMAT Account and Mutual Fund investments.
  • Maintaining enrollment and daily attendance of the entire outsourced sales staff based out of branch.
  • Maintained MIS tracking/monitored for Reliance Money Account opening application forms, Mutual Fund and Portfolio Management Investments, Premium Collection of Life and General Insurance policies sold at branch and cross selling of financial products.
  • Resolving walk-in client queries / complaints / requests regarding operation of the Reliance Money Trading and DEMAT Accounts.

Customer Assistance Officer – Credit Card Collection

HDFC BANK LTD. (ADFC)
05.2004 - 05.2006
  • Handling Inbound and Outbound Calls, which involves rigorous follow-up by making calls to delinquent customers in order to recover payment for bank.
  • Handling bucket (X DAYS) portfolio.
  • Handling / Attending Customers on Service desk to resolve their queries and accept payment.
  • Maintaining monthly default customer detail & following on same on timely basis.
  • Daily Report Maintenance and reporting the same.
  • 2 CPU agency management with the head count of 45 CPU field collectors.
  • Drive to achieve target on PTP & PU conversion.
  • Daily drive on DRR.

Customer Assistance Officer - Credit Cards Collection

ICICI BANK LTD (Infovision)
11.2002 - 04.2004
  • Tele called on recovery portfolio.
  • Follow up on PTP cases on timely basis to collect the payment on time.
  • Handled 6 field collectors to collect & follow up on field for recovery delinquent accounts.
  • Handled recovery customer at front desk in the Bank to negotiate on settlement of outstanding.
  • Daily drive on DRR to achieve the month end targets.
  • Maintaining daily tracker & drive to collectors to achieve the target.
  • Maintaining & Tracking of customer cases & closing them case at the earliest.
  • Daily Report Maintenance and reporting the same.

Education

T.Y.B.COM -

Shri Chinai College
01.2002

H.S.C -

Shri Chinai College
01.1999

S.S.C -

S S Ajmera High School
01.1997

Skills

  • Collections management
  • Payment negotiation
  • Compliance monitoring
  • Credit analysis
  • Strategic planning
  • Customer relationship management

Languages

  • English
  • Hindi
  • Marathi

Hobbies and Interests

  • Listening to music
  • Travelling

Personal Information

  • Date of Birth: 06/18/81
  • Marital Status: Married

Mailing Address

Vinca-101, Nahar Amrit Shakti, Chandivali, Andheri (East), Maharashtra

Timeline

Collection Manager

CTG group
09.2024 - Current

Centre Head – (Pre School-Curious Learning)

Curious Learning Preschool
04.2022 - 04.2024

Assistant Manager – (Retail assets, Branch operation & Customer service)

HDFC BANK LTD
12.2010 - 02.2016

Assistant Manager- (Operation)

RELIANCE SECURITIES LTD.
02.2009 - 03.2010

Assistant Manager - Customer Service

RELIANCE SECURITIES LTD.
06.2006 - 01.2009

Customer Assistance Officer – Credit Card Collection

HDFC BANK LTD. (ADFC)
05.2004 - 05.2006

Customer Assistance Officer - Credit Cards Collection

ICICI BANK LTD (Infovision)
11.2002 - 04.2004

T.Y.B.COM -

Shri Chinai College

H.S.C -

Shri Chinai College

S.S.C -

S S Ajmera High School

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Shraddha Gaikwad