Unes Vadiveloo

• Improved customer relationships with tactful negotiation skills and empathetic communication techniques.
• Analyzed aging reports regularly to identify trends in overdue balances and develop targeted strategies for addressing specific issues.
• Enhanced collection efficiency by implementing strategic collection processes and procedures.
• Established strong rapport with customers through professional communication skills, leading to increased likelihood of debt resolution agreements.
• Resolved escalated collection cases by working closely with legal teams and providing necessary documentation support during litigation processes.
• Conducted regular performance reviews for staff members, identifying areas for improvement and creating action plans to address them.
• Maintained accurate records of all collections activities, ensuring compliance with regulatory standards and company policies.
• Streamlined workflow for better team productivity through effective task delegation and supervision.
• Reduced delinquency rates by consistently monitoring collections activities, setting targets, and providing feedback to staff members.
• Facilitated open channels of communication within the team, promoting collaboration and information sharing among members.
• Collaborated with other departments to resolve account discrepancies and improve overall cash flow management.
• Negotiated payment arrangements with clients experiencing financial difficulties, demonstrating empathy and understanding while maintaining a firm commitment to recovering outstanding debt balances.
• Managed a diverse portfolio of clients, ensuring timely follow-up on outstanding debts while adhering to ethical debt collection practices.
• Collaborated on collection and dispute resolution issues.
• Monitored accounts receivable aging and worked with various areas to address business needs.
• Identified and discussed with management opportunities for improvements to procedures and internal controls.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Organized meetings for executives and coordinated availability of conference rooms for participants.
• Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Improved Unapplied Cash by coordinating with Internal team and client to provide payment support.
• Improvise collection process by reducing duplicate calls and standardize AR calls on monthly basis to focus on important task.
• Introducing Triangle call to resolve dispute, unapplied cash and Top 10 problematic clients.
• Cross checking migration data and synchronization among two systems and data flow accuracy.

Collection and Credit Control

• Make outbound Customer collection calls / activity (verbal, non-verbal) utilizing collection procedures and policy guidelines to achieve cash flow targets.
• Follow up with customer on overdue debts via calls and emails.
• Perform Customer account maintenance activities such as reconciling unmatched items, preparing cheque and refunds.
• Perform updates on account receivables correspondences.
• Provide statement of account and invoice to customer.
• Attend to customers’ enquiries on contracts, billing, and payment collection.
• Monitor payment progress and ensure debts are collected on time.
• Proactively educate customers on best practise to ensure smooth and efficient billings and financials.

End to end task (MCO - Work from Home)

• Became SMB team member to do end to end task
• Distributed with 700 accounts with values for mainly collection and end to end task
• ⁠Send reminder letters subsequently for unresponsive accounts
• Making decision to proceed with ADL or legal actions for bad debt ageing
• Making decision to release services and orders on hold for long overdue accounts
• Proposing to write off accounts - uncontactable/struck off

Account Management

• Perform customer account reconciliation and coordinate output with Customers.
• Maintain records for all customer interactions.
• Perform Account maintenance activities such as reconciling unmatched items, preparing cheque refunds, and updating customer records.
• Review the listing of direct credit payments, collect remittance details, and submit to the banking function.
• Establish and maintain cross functional relationships across the business to improve customer satisfaction.
• Enhanced client relationships by consistently providing exceptional service and promptly addressing concerns.
• Maintained regular contact with clients and identified opportunities to deliver added value to client relationships.
• Managed a diverse portfolio of clients, ensuring their financial goals were met or exceeded through personalized recommendations and solutions.

• Dealing with major corporate customers from all over Malaysia using city-link courier service.
• Collecting the amount due within 14 days credit term.
• Ensuring all accounts are closely monitored with proper follow ups via emails and phone calls.
• Banking in cheques on daily basis from customer and promptly allocating the payment made for invoices accordingly.
• Promptly updating payment details via emails from customers to avoid overdue problem in customer’s account.
• Promptly replying emails upon customer’s request on retrieval documents like invoices and consignment notes for payment purpose.
• Raise requisition for Credit/Debit notes for invoices discrepancy.
• Frequently arranging a visit twice or once in a month with overdue issue customer’s or major customer’s to solve the outstanding problem in the accounts.
• Preparing a visiting report and emails after per meeting for further follow ups in future.
• With frequent update in help desk for problematic customers, recommending for suspension of services for further action from customers.
• Sending reminder letters up to urgent demand letter for overdue accounts.
• Recommending handover of absconded or problematic account to collection agent.
• Recommending for writing of bad debts.
• Prepare monthly forecast.