Sudhir Singh

Currently managing Credit & Collection for Top Strategic customers having exposure of 120 Cr monthly.

• Responsible to control exposure of organization and minimize bad debts. Hence, authorized and owing function to block overdue customer accounts. Implementation of checks and compliances before a blocked account is reinstated.
• Management of recovery teams, establishing and tracking KPIs. I.e. monthly collection target, provision
• Collaborated with stakeholders to identify program objectives and develop strategies for meeting them.
• Created detailed project plans, including timelines, milestones, resource allocations, and risk management plans.
• Analyzed data from various sources to measure the effectiveness of programs and identify areas for improvement.
• Developed and implemented effective project management processes to ensure successful program delivery.
• Improved customer engagement through relationship management and timely communications.
• Collaborated with business leadership to set priorities based on business needs, resource capacity, and risk exposure.
• Improved program efficiency by streamlining processes and implementing time-saving solutions.
• Conducted comprehensive program evaluations, identifying areas for improvement, and recommending actionable solutions.
• Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
• Managed multiple strategic projects with numerous sub-projects or workstreams.

• Building the post-sales relationship with customers.
• Managed and motivated employees to be productive and engaged in work.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Nurture strategic relationships with top accounts.
• Retaining customers protects revenue margins and helps remain competitive.
• Drive customer retention, reduce churn, and increase customer satisfaction.
• Map the customer journey and identify opportunities to proactively intervene on the client's behalf.
• Guide the team in effective client issue resolution and handle any escalations.
• Developed listening points in the customer journey, defined segmentation of customer base and varying strategies, and identified opportunities for continuous improvement.

• Managing overall operation of vendor management to fulfil and meet the requirement of top strategic customers
• Providing the end-to-end solution from first mile operation to last mile operation
• Maintaining the Account receivable for all assigned customer as per the agreed credit terms
• Fortnightly review of SP for process improvement
• Monthly reviews with customer to know their feedback and supply resolution

• Oversee and manage the daily operation of the call centre to provide excellent service level to the distributor's organization
• Worked with key stakeholders to launch a new telephony system for Virtual contact Centre
• Have been a part of a quality project which focused on reducing the churn rate of Small and Medium Customers, to increase the customer activation, customer automation and overall revenue
• Preparing RCA for recurring issues, working with a process improvement team to make a robust process to avoid failure

• Resolves collections by examining customer payment plans, payment history, credit line, coordinating contact with collections department
• Focusing the review and evaluation of more complex and/or recurring Customer queries
• Initiates resolution that could involve a process/system change within another function

• Strategic planning to improve client results, working with other internal stakeholders dedicated to the same client account to ensure the highest quality of service are being produced and all client needs met
• Supporting sales team in presenting Service level and making presentations using bar charts for quarterly business reviews (QBR)
• Advising and negotiating with higher management on process changes and setting new processes for streamlining the damages and pilferage/ Missing Paperwork

• Managing pan India escalation related to timely pick and delivery
• Successfully managed the team of 12 members (Pan India NOD Project)
• Summiting the real time data with Snr management for their review and further process improvement
• Working with operations to plan the vehicle according to the customer requirement
• Following up with operations in high-level escalations and resolving those within the given time limit to customer