Team leader- Collections Quality and Training
Du
Total years of experience :13 years, 10 Months
Created On boarding process for Du telecommunication collection process. Developing effective induction programmes.
Experienced in recruiting, onboarding and training new hires for 10 collections agencies and partner for du telecom. Created SOPs and training manuals for collections - customer operations team
Created scorecard, Quality parameters, evaluation methodology while incorporating company motto and goals.
Ensuring all the agencies are evaluated by quality team within the set timeline as per guidelines. Evaluate and calibrate random audited calls by Du QAs to maintain standards.
Validate escalation, complicated billing issues, customer complaints, staff compliant and liaised with TRA, consumer affairs and customer relation team for end-to-end resolution and customer satisfaction. Suggested and guided required rectification and corrective action to stakeholders within the expected timeline.
Manage quality and training team by adhering to and achieving all KPIs
Created and published Quality and compliance daily, weekly and monthly reports and Dashboards to give a detailed sight of Quality and Compliance to our stakeholders.
Ensuring that statutory training requirements are met
Certification of new hire by evaluating post training and approve all new ID creations based on training results.
Conducted Training analysis and gap analysis to identify the training needs for existing employees, Refreshers and knowledge process /product assessments were conducted based on analysis.
Managing the delivery of training and development programmes. Devising a training strategy for the organization.
Actively involved with relevant teams to automate reports.
Amending and revising programmes as necessary, in order to adapt to changes occurring in the work environment.
Created training materials and SOP for Du telecommunication collection process.
Conducted Quality round of interview for new job applicants.
Conducted Training for new hires, Refreshers and knowledge process /product assessments for existing employees
Auditing number of calls on a daily basis. Conducted call calibration.
Record feedback and let the collection rep know about his/her areas of improvements
Handle Escalation and resolve the issue within the expected time with quality
Identifying training and development needs within an organization through job analysis, and regular consultation with business managers and human resources departments
Objectives
Seeking a professional position at a well-established organization where education background, experience in Business process outsourcing, Training, Quality assurance and skills can be utilized to contribute positively to the organization.
Executive Summary:
Well rounded, results-driven individual with over 9+ years experience in fast-paced environment. Rapidly acquired business knowledge and skills. Proven ability to work through any obstacles to achieve goals. Recognized for responsiveness and professionalism. Quick learner ready to help a company meet their business goals, previous positions include Training, Quality assurance, leadership responsibilities, problem solving, planning and organizing. Positive attitude and ability to communicate with all levels of staff and management.
Professional Experience:
Derby Debt Collection LLC (DSO - Dubai) July 2013 - till date
Senior Quality Analyst and Trainer.
Derby Debt Collection LLC is a fully licensed Debt Collection Agency based in the UAE.
Created training materials and SOP for Du telecommunication collection process.
Conducted Quality round of interview for new job applicants.
Conducted Training for new hires, Refreshers and knowledge process /product assessments for existing employees
Auditing number of calls on a daily basis. Conducted call calibration.
Record feedback and let the collection rep know about his/her areas of improvements
Handle Escalation and resolve the issue within the expected time with quality
Created and published Quality and compliance daily, weekly and monthly reports and Dashboards to give a detailed sight of Quality and Compliance to our stakeholders.
Managing the delivery of training and development programmes. Devising a training strategy for the organization.
Ensuring that statutory training requirements are met
Amending and revising programmes as necessary, in order to adapt to changes occurring in the work environment
Identifying training and development needs within an organization through job analysis, and regular consultation with business managers and human resources departments
Developing effective induction programmes.
Cognizant Global Services Private Limited June 2010 - December 2012
Senior Process Executive - Quality and training (Process Improvement /Quality Assurance)
Audited the processed loan to see if the loan was processed as per procedure to ensure 100% quality for the team.
Conducted team meeting, Maintained quality data for the team and shared with the clients in the U S A and to India operation and production team on a daily bases
Trained new hires on process, cross trained other team and Trained individual team members in presentation and communication skills, supporting each member's growth and career development.
In charged to maintain process SOP, process manual and updates tracker of the process.
Aviva Global Services Bangalore, India. February 2008 - December 2010
Senior Executive
I worked for Aviva Global services as a licensed insurance specialist, I was licensed by FSCO (Financial Services Commission of Ontario) to provided and service automobile and property insurance policy to the Canadian customers, also worked for Aviva U K
EDUCATION: Bachelor Of Commerce
PERSONAL INFORMATION:
Date of Birth : October 17th, 1988
Gender : Female
Marital Status : Married
Citizen : Indian
Languages Known : English, Tamil, Kannada, Hindi and Telugu.
Visa status : Residence (husband sponsor visa)
Expected Salary : Negotiable
Notice period : 30 days upon resignation
I hereby declare that the details furnished above are true to the best of my knowledge.
-Madonna Anbazhagan
2) Aviva Global Services Bangalore, India. February 2008 - December 2010
Senior Executive
Aviva India is a joint venture between one of the country's oldest and largest groups, Dabur, and Aviva Group, one of the UK's largest insurance groups, whose association with India dates back to 1834. In1887, the first Canadian based Aviva Heritage Company, Canada Accident Assurance Company was incorporated. Aviva Canada provided insurance for automobile, property, mobile homes and boats.
Key Responsibilities:
I worked for Aviva Global services as a licensed insurance specialist, I was licensed by FSCO (Financial Services Commission of Ontario) to provided and service automobile and property insurance policy to the Canadian customers, also worked for Aviva U K
My role
➢ Assess the risk based on the underwriting guidelines
➢ Attend inbound call and service insurance policy
➢ Add/delete/change vehicle/property/boats/mobile homes.
➢ Add/delete driver information
➢ Review driver's driving records and accident information in Canada transportation application and analyse if the driver is eligible to be insured under the policy
➢ Review photos and documents of property and analyse if the property can be insured.
➢ Strictly follow underwriting guidelines given by the company.
➢ Once the policy is incepted or serviced/changed send the document regarding the same to the customer's address.
➢ In case of accidents or claims the police will call the call centre for inquire, in such cases review the policy and provide information after receiving authorization from the customer.
➢ Keep the system update with any changes/enquiries/endorsements done on the policy.
• Possess relevant knowledge and product knowledge of U S A mortgage process ( Have been rewarded as best performer for all quarters of the year)
• Excellent planning and organizing skills
• Ability to work independent and as a part of a team
• Strong communication skills and can perform tasks under pressure
• Result -oriented with good customer service skills
• Flexibility of working in shifts
• Possess good analytical and research skills
• Computer skills: MS office - word, excel, PowerPoint, access.
• Staff management and leadership.
-Certified Six Sigma Green Belt - TTT certified Trainer