Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Timeline
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Usha Shewale

Pune

Summary

Dynamic leader with a proven track record at Exela Technologies India Pvt Ltd, excelling in client interfacing and advanced Microsoft Office Suite. Spearheaded teams to surpass targets with a notable 6-7% shrinkage rate, showcasing exceptional coaching and problem-solving skills. Recognized for enhancing team performance and productivity through effective mentoring and strategic planning.

Overview

18
18
years of professional experience

Work History

Team Manager (HMS Insurance Claims Recovery)

Exela Technologies India Pvt Ltd
08.2022 - 12.2023
  • Managed US healthcare services related to insurance billing for HMS Healthcare
  • Oversaw a team while contributing to both individual and team success in achieving targets
  • Trained newly onboarded employees and continued to mentor the team
  • Maintained team performance, productivity, and handled client interactions
  • Ensured process compliance and monitored performance to meet quality and compliance standards
  • Managed key metrics to optimize productivity
  • Complete ownership of customer complaint & resolution process for the teams
  • Strong planning and executing skills, Interpersonal Skills, Business Networking and People Management Skills
  • Taking initiative towards every extracurricular activity except achieving a target
  • Handling Calls in the most sensitive manner avoiding lawsuits or legal actions
  • Achieved an average monthly shrinkage rate of 6-7%, demonstrating strong retention strategies

Team Leader [Debt Collection Services]

Bay Area Credit Service, LLC (Also known as Tracmail/BanTec)
05.2013 - 06.2015
  • Began working as an active debt collector, providing customer support to facilitate the recovery of outstanding payments
  • Took full ownership of customer issues, delivering comprehensive support to effectively resolve concerns and improve collection rates
  • Due to achieving a high conversion rate in collections while maintaining quality, as well as my ability to support and enhance team performance, I was promoted to the role of Operations Manager
  • Managed team of 20+ employees, overseeing hiring, training and professional growth of employees
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals
  • Created employee schedules to align coverage with forecasted demands
  • Recognized staff for contributions to company success to foster engagement and increase productivity
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities
  • Prepared a variety of different written communications, reports and documents as per process requirements
  • Maximized performance by monitoring daily activities and mentoring team members
  • Created and Presented Weekly and Monthly Business reviews to the stakeholders
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middleground

Sr. CSR [Debt Collection Services]

Bay Area Credit Service, LLC (Also known as Tracmail/BanTec)
10.2005 - 05.2013
  • Began working as an active debt collector, providing customer support to facilitate the recovery of outstanding payments
  • Took full ownership of customer issues, delivering comprehensive support to effectively resolve concerns and improve collection rates
  • Due to achieving a high conversion rate in collections while maintaining quality, as well as my ability to support and enhance team performance, I was promoted to the role of Operations Manager

Education

Bachelor of Commerce -

Skills

  • Advanced Proficiency in Microsoft Office Suite
  • Basic Knowledge of IT and Computer Systems
  • Client Interfacing Skills
  • Coaching Skills
  • Presentation Skills
  • Problem Solving and Decision Making
  • Business Writing Skills

Accomplishments

  • Team Performance Enhancement: Mentored a team that consistently surpassed performance targets, achieving the necessary productivity levels.
  • Training Initiatives: Created training programs that strengthened team skills, leading to improved efficiency in claim resolution.
  • Client Satisfaction Improvement: Enhanced client satisfaction by employing effective communication and resolution strategies throughout the claims recovery process.
  • Process Streamlining: Designed and implemented streamlined procedures to improve recovery rates, ensuring the majority of claims were resolved without delay.

Personal Information

Total Experience: Over 11 Years 7 months of solid experience in Client Support and Business Process Outsourcing for various companies.

Timeline

Team Manager (HMS Insurance Claims Recovery)

Exela Technologies India Pvt Ltd
08.2022 - 12.2023

Team Leader [Debt Collection Services]

Bay Area Credit Service, LLC (Also known as Tracmail/BanTec)
05.2013 - 06.2015

Sr. CSR [Debt Collection Services]

Bay Area Credit Service, LLC (Also known as Tracmail/BanTec)
10.2005 - 05.2013

Bachelor of Commerce -

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Usha Shewale