Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Certification
Timeline
Tarun Kumar Bhartri

Tarun Kumar Bhartri

Team Leader - Credit Operations
SS The Coralwood, Sector-84, Gurgaon,HR

Summary

Operations professional with 8+ years of diverse experience in Credit Card Industry specialized in Collection & Servicing for both US & UK Markets.

I am a solution oriented person with focus on key results, building an amazing team. I am well known for my focus, agility, energy, integrity, successful execution and passion towards my work. My target is to accomplish organizational goals & objectives by utilizing the skills, knowledge and experience in leadership responsibilities.

Skilled in Management, Credit Collections, Customer Service, Assessing Credit Risk & MS Excel & Powerpoint

Overview

2
2
Certifications
3
3
years of post-secondary education
7
7
years of professional experience

Work History

Team Leader - Credit Operations

American Express
Gurgaon, Haryana
04.2020 - Current
  • My current role is a Team Leader and i lead a group of 12-13 skilled individuals in Credit Operations Voice Segment and help them deliver world class results. Keeping my people motivated and building the highly effective team is achieved through my passion in developing individuals to be world class professionals. With effective listening and consistent meetings with my people, my team has been able to consistently deliver high customer satisfaction results efficiently
  • Operation Management - Consistently and effectively implement the performance management process as a leadership tool to help colleague maximize there performance. Decision making for critical and day to day situations
  • Team Management - Built strong relationships with people through positive attitude and attentive response. Molded team and embraced change to adapt within the dynamic market. Demonstrated knowledge of company mission and goals and mentored colleagues in reaching objective aligned with blue box values. Strengthen the team by providing effective support, performance management, timely coaching & consistent feedback and helping them acquire new talent, knowledge & skills.
  • Process Improvement - Partner with different segment and leadership team to enable functions to drive performance. Initiate process improvements by identifying service delivery gaps and offering solutions for the same. Evaluate and review the process changes to identify design and operating exceptions/findings. Analyzing data & publishing reports on segment performance for adherence & creating awareness for further improvement.

Team Captain - Credit Operations

American Express
Gurgaon , Haryana
09.2018 - 03.2020
  • Training/OJT - Training new batches, conducting sessions on process, procedure, tools and governance for OJT
  • Discovering training needs and providing coaching on required aspects by regularly monitoring performance of the the team
  • Invested time to build and strengthen relationships with teammates by inquiring about individual challenges and goals.
  • Monitored and maintained team chemistry by continually reminding team members about common goal and common bond.
  • Effectively communicated with diverse group of team members using dynamic listening and open-ended questioning skills.

Lead Collection Specialist

American Express
Gurgaon , Haryana
09.2016 - 08.2018
  • Worked in call center environment handling manual and automatically dialed inbound & outbound calls.
  • Maintained customer satisfaction with forward-thinking risk based strategies focused on addressing customer needs and resolving there concern by providing First Call Resolution.
  • Analyze account and service histories to identify trends, using data to mitigate future issues and deliver exceptional customer service on collection calls by maintaining calm and professional demeanor.
  • Assess credit risk; analyze financial condition and credit reporting of Consumer, and Business clients
  • Evaluating credit reports, approving credit exposures/limits within set risk parameters through Responsible Lending Policies.
  • Advised customers of alternative options and plans for debt repayment and attempt to help the card member with best possible options available based on consumer current financial condition.
  • Delivering high performance and quality service to achieve maximum satisfaction for Customers, Shareholder and Stakeholders

Collection Specialist

Barclays
Noida, Uttar Pradesh
08.2014 - 09.2016
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Achieved performance goals on consistent basis

Education

Bachelor of Arts - Education

Sri Dev Suman University, Tehri
03.2013 - 04.2016

Skills

    Leadership and Team Building

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Accomplishments

  • Partnered with Strategy and Risk to close on multiple risk related issues and projects
  • Partnered with GBI team as Operations SME to work on different projects for process improvement
  • Set up the entire segment of 80+ colleagues for WFH environment resulting seamless enablement
  • Top Team Leader in Q11 & Q'2 2021
  • Led technology workstream for Credit Segment
  • Scored 92% in Colleague Experience Survey in 2020 with 95% "My Leader" category

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification

Harvard New People Leader Program

Timeline

Harvard New People Leader Program

09-2021

Six Sigma While Belt

09-2020
Team Leader - Credit Operations - American Express
04.2020 - Current
Team Captain - Credit Operations - American Express
09.2018 - 03.2020
Lead Collection Specialist - American Express
09.2016 - 08.2018
Collection Specialist - Barclays
08.2014 - 09.2016
Sri Dev Suman University - Bachelor of Arts, Education
03.2013 - 04.2016

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Tarun Kumar BhartriTeam Leader - Credit Operations