Bavatharene Ramachandra
Kuala Lumpur
Summary
Dependable Collections Team Lead or successful at meeting high productivity, quality and performance standards. Top-notch multitasking skills with organized approach and excellent time management abilities. Experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder. Guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
6
6
years of professional experience
Work History
Team Lead ( Senior Collections Coordinator )
Allnex Asia GBS Sdn Bhd
Selangor
11.2020 - Current
- Processed payments and applied to customer balances.
- Set up the whole collections system in Malaysia office. Including, calling system & collections system. ( Avaya, Xcally , Cforia )
- Researched accounts and completed due diligence to resolve collection problems.
- Trained new team members on scripts, company services and collection strategies.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Trained new employees and promoted supportive, performance-oriented atmosphere by, instructing each in use of machinery, standard operating procedures and company policies.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
Collections Specialist
Grab HQ
Petaling Jaya
07.2019 - 11.2020
- Trainer for any new hires that joins the team
- To perform outbound call on 1 to 210 days delinquent and over limit unsecured and secured accounts and follow up with borrowers to secure payments
- Also to answer incoming calls from customer who wishes to know about methods of payment while maintaining good customer service ethics
- Manage unsecured and secured accounts in Debt Manager Collection System to prevent control flow through of accounts to 30 days past due and to achieve targeted delinquencies
- Manage and achieve daily productivity standards in terms of attempts; contacts, PTP Kept and amount collected
- Handle delinquent customers' request for interest waivers, queries and complaints
Ensure that collection actions taken are within corporate guidelines, and collection policies
Collections Specialist
RHB Bank
Kuala Lumpur
01.2019 - 06.2019
- Trained new team members on scripts, company services and performance strategies and provided mentoring.
- Negotiated to collect balance in full.
- Achieved performance goals on consistent basis.
- Processed payments and contracts on accounts.
- Handled outbound and inbound calls daily with goal of collecting owed debt.
- Helped clients plan payoff plans for various types of loans, including commercial, home equity, mixed use and multi-family.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Recorded all information regarding financial status of customers.
- Negotiated bids with investors for notes and sales to market delinquent mortgage notes.
- Managed post-petition payments for bankruptcy cases and worked with legal departments to determine appropriate proceedings.
Customer Service Officer
Tunku Abdul Rahman University College
Kuala Lumpur
12.2016 - 12.2018
- Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders.
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
Education
Bachelor of Management Studies - Degree in Management
Open University Malaysia
Petaling Jaya05.2023
STPM - Science
Setapak High School
Setapak01.2018
Skills
- Able to adapt
- Complaint resolution
- Service standard compliance
- Microsoft Excel , Work , PowerPoint User
- Good People Communication Skills
- Decision Making Skills
- AR Aging Reports
- Problem Investigations
- Staff Training
- Financial Documentation
- Cash Collection
- Credit and Collections
- Payment Scheduling
- FDCPA Compliance
Accomplishments
- Best Collector Award ( Grab )
- Quarterly perfect attendance ( RHB Bank )
- Quarter 1 Top performer ( RHB Bank)
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Consistently earned high-quality scores during post interaction customer surveys.
- Achieve highest KPI results through effectively helping with CI Project.
- Resolved product issue through consumer testing.
- Achieved best collections results by completing calls and emails with accuracy and efficiency.
- Documented and resolved customer payment issues which led to prompt payment.
- Achieved efficient collections by introducing new template for collections tasks.
Timeline
Team Lead ( Senior Collections Coordinator )
Allnex Asia GBS Sdn Bhd
11.2020 - Current
Collections Specialist
Grab HQ
07.2019 - 11.2020
Collections Specialist
RHB Bank
01.2019 - 06.2019
Customer Service Officer
Tunku Abdul Rahman University College
12.2016 - 12.2018
Bachelor of Management Studies - Degree in Management
Open University Malaysia
STPM - Science
Setapak High School
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