7/140, Sector 7,Malviya Nagar, Jaipur, Rajasthan -302017

DOB: 12th APRIL, 1989

SHUBHAM GOELMobile: +91-9711133494

Email:shubham12goel@gmail.com

OBJECTIVEA challenging position in a professional organization where I can enhance my skills and knowledge in conjunction with the organization’s goals and objective

BRIEF OVERVIEW Total experience of Nine years plus in Service industry, having blended experience. A strong Team manager and a team player, adaptive at supporting team members to achieve

professional growth. Skilled in cultivating excellent inter personal relationship with both client and subordinates.

Education

Pursuing MBA – International Bus. & Marketing, from IMT GZB.Passed BCom. from Delhi University, Delhi.Passed 12th from ISC Hapur (U.P).Passed 10th from ICSE Hapur (U.P).

Genpact – Jaipur, India

Contact Center Manager – SunPower Capital LLCDuration: February 2015 – Till date

Contact Center Manager – Core Responsibilities

Allocate Collector Allocation for all Past Due Contracts Perform Audit on collector follow ups and notes along with Account Reviews Train and develop collectors through one on one coaching, phone monitoring and audit. Resolve individual debtor situations involving delinquency, repossessions, legal action, fees

owed and credit bureau disputes. Assign work to collectors, review and evaluate work performed, and coordinate assigned

collection activity to ensure assigned goals are met. Trains and coaches team members. Meet quality standards and metrics, as well as achieve delinquency and repossession goals. Product knowledge Excellent Communication Skills – Written and Spoken communication Ability to multitask; Knowledge of company policies & procedures. Determines if records are complete to proceed for collection and/or litigation; determines

most appropriate collection strategy considering size, age and type of account. Ensures compliance to all federal and state Fair Debt and Collection laws. Consistent exercise of independent judgment and discretion in matters of significance

Tracks, analyzes, and reports performance data on key departmental initiatives Regular, consistent and punctual attendance. Must be able to work nights and weekends,

variable schedule(s) as necessary. Management of staff performance and output. Ensure compensation structure encourages

optimal performance in the areas of productivity and quality. Create measurements and ac-countability for increased levels of performance.

Improve efficiencies through technology and tools to decrease delinquency and defaults and promote timely resolution of customer issues.

Identify opportunities for driving Process Excellence initiatives within the collections Contact Center. Provide support for members or implementation of the initiatives by others.

Foster and maintain positive working relationships with other operational areas to resolve cross functional servicing needs and issues; furnish needed information and clarify actions

Contact Center Manager – Key Deliverables

• Weekly Governance Call Deck - Creation, Follow up on Action Item and Review• Monthly Dashboard - Creation, Follow up on Action Item and Review• Monthly Customer Reporting – Financier, Customer and Internal• SLA Adherence – Preemptive projection on work flow and manage deliverables • Continuous Improvement – Two Process Improvement Idea each Quarter• Reconciliation reporting of all Team Deliverables• Quality check and adhering to compliance framework• Performing 1 on 1 and mentoring team members and keep them motivated• EWS updates Driving Employee Engagement• Hiring/Staffing and Attrition Management• Dunning Letter Review – Ensuring Dunning Letters are send periodically on all past

due contracts• Ensuring Suppression Review and Approval for Invoicing and ACH are timely

performed by team• Leading 90 Day Review Calls with Customer• Review and Delivery of NPS Billing Report and ACH Change Audits• Hands On Manager : If failed any of the three task within two consecutive quarters,

will not qualify for ME Rating• – As a core responsibility has to collect 1% of past due receivable in each quarter, • – Review each 60 Plus Account independently by himself and record notes• – Call the 90 Plus customer a week before 90 Day review to get complete perspective

before coming on client calls.• Email Response – All Emails queries requested by Process Owner, Delivery Manager,

Client has to be responded with Resolution within 2 hours, if resolution not achieved in 2 hours, the email has to be provided with a TAT and followed up before TAT end time.

• Ensuring all process documents – Policy, Process Map, SOP are up to date and are in sync with processing

• End to End Documentation is followed and incase of change updated with client consent.

• Weekly 60 Plus and 90 Plus Account Review and provide guidance to team as needed• Working with Delivery Leader and Process Owner to Drive Efficient and Effective

Delivery• SFDC Case Review and Pending Case Review with FTR Resolution

I Energizer Pvt. Ltd. – Noida, India

Assistant Manager Operations – Credit One Bank, CollectionsDuration: October 2012 – Till date

Operation Management – Core Responsibilities

My position as an Asst. Manager for Credit One Bank involves Operations Management. This entails meeting process SLAs (Service Level Agreement), motivating and encouraging my Team Leaders & Executives to achieve process objectives, developing Leadership in the Team & Team Management.

Leading a team of 80+ FTEs, handling more than one portfolio at the same time. Provide operational floor management by monitoring service levels and involved in strategic

planning & decision-making in coordination with the eminent Managers. Managing and implementing Quality & Training, Supervising Leads as well as mentoring and

monitoring their performance on the basis of Quality & compliance parameters set up by the Client.

Responsible for team building, team motivational exercises in order to maintain consistency in team performance.

Handling Appraisals, Employee Motivation and Burnout. Responsible for taking all steps as may be required for debt collections and customer service

such as reporting to the concerned Credit Bureaus, facilitating online transactions and providing information which may be pertinent to all government agencies in the offshore market.

Making presentations for Quarterly Reviews Resolving & streamlining team issues across different support functions. Roistering and seat utilization for the process. Define rewards & recognition plans for portfolio. Scrutinization of numbers delivered by the portfolio on daily & weekly basis and comparing

the same with the Leads efficiently to drive better performance. Responsible for the development of staff including on the job training, motivation and

coaching to reinforce required skills. Preparing and maintaining daily and monthly MIS reports for the team. Responsible for team building, team motivational exercises in order to maintain consistency

in team performance. Identifying training needs of the team members and coordinating with the Training Dept. for

the same. Recognize and celebrate team and team member accomplishments and exceptional perfor-

mance. Review FTEs performance on Annual basis in order to recommend and promote to the next

levels.

Team Leader - Operations, 3rd Party Collection (AOL, Resurgent, BMG Music etc...), iQor, Noida Duration: July 2009 to Oct 2012

Leading a Team of 14+ FTEs working for recovery accounts for diff-diff stages. Achieving the $ Target placed by the client on monthly basis. Being involved with the several projects launched across the centers.

Sr. Executive, 3rd Party Collection (AOL, Resurgent, BMG Music etc…), iQor, NoidaDuration: June 2008 to July 2009

Collecting payments from delinquent customers on the late stages accounts. Achieving daily team goals & individual target. Assisting the Team by covering Sup calls.

Collection Specialist, 3rd Party Collection (AOL, Resurgent, BMG Music etc…), iQor, Noida Duration: Sep 2006 to June 2008

Collecting payments from delinquent customers on the late stages accounts. Achieving daily team goals & individual target.

Sales Executive, U.K Sales (T Mobile, Orange, Vodafone), Maple E Solutions, NoidaDuration: Aug 2005 to Sep 2006

Producing Sales on daily basis for mobile connections. Achieving daily goals & individual target on monthly basis.

Sales Executive, U.S Sales (Voice to World), SM Telesys, NoidaDuration: July 2004 to Aug 2005

Producing Sales on daily basis for US Calling Cards.

Hobbies

Playing Badminton, Swimming, Adventurous Activities, Music….

Permanent Address:

B – 202/19, Sanjay Vihar Avas Vikas Colony, Meerut Road Hapur – 245101. (U.P)

Declaration:

I hereby declare that the above mentioned information is true and to the best of my Knowledge and I bear the responsibility for the correctness of the above mentioned particulars.

Date: Shubham Goel