Toronto, Ontario, Canada
• Good at building mutual trust, coaching and mentoring others. • Excellent at knowing what to say to make people feel included welcome and accepted. • Capable of adapting to a wide range of people and being open to different attitudes, values, and personalities. • Excellent at understanding peoples' motivations and feelings, and knowing how to motivate others to change and strong at swaying the thinking and behavior of individuals who initially disagree. • Highly skilled in striking perfect coordination with all stakeholders – client, consultant, company and team to catalyze work performance and ensure project execution within time parameters.
Supervise a team of collection agents, ensuring consistent performance and achieving departmental targets related to outstanding debt recovery. Designed and implemented training initiatives to enhance team knowledge of debt collection processes, legal compliance, and customer service techniques. Led the training and development of agents while overseeing the successful launches of new systems and tools, ensuring smooth integration and optimal performance. Regularly assessed agent performance through metrics such as call handling time, recovery rate, and customer satisfaction, providing feedback and coaching for improvement. Enforced adherence to internal policies, industry regulations, and legal requirements in all collection practices to mitigate risk and maintain a positive brand reputation. Prepared regular reports on team performance, trends in collections, and recovery rates to inform upper management and help guide decision-making.
Delivered timely, efficient, and courteous service, addressing customer concerns and providing appropriate solutions or escalating issues to the appropriate department when needed. Negotiated and reviewed payment resolutions with customers, offering hardship assistance programs and ensuring the best possible outcomes for both customers and the organization. Acted as a personal financial advisor over the phone, responding to account inquiries and taking ownership of fiduciary responsibility to protect the creditor’s interests, while adhering to FDCPA guidelines. Managed both inbound and outbound communications related to collections, providing professional service to new and existing customers to resolve outstanding balances. Collaborated with team members to discuss diverse perspectives, ensuring the best possible solutions were provided for customer accounts. Achieved an 81% decrease in overdue accounts in October 2022 by effectively utilizing payment programs, improving overall collection efficiency and customer satisfaction. Honored as Agent of the Year at the Collections & Recovery Partner Summit 2023 for outstanding performance and contributions to the organization’s success.
Engage with customers and take orders with enthusiastic greeting and positive personality. Receive and process telephone orders expeditiously to ensure customer satisfaction and timely delivery. Support the front customers with cash and non-cash transaction. Help build a positive and equitable work environment by promoting team effectiveness and participating in personal performance development of branch. Making weekly report and maintaining financial goal to make sure branch operates in profit. Ensure prepared product is accurate, reflects customer needs with courteous, and is consistent with relevant procedures of Popeyes.
• Supervised preparation and management of event budgets to deliver at or below projected costs. • Hired and cross-trained staff members for various event-specific functions and assessed employees' understanding of associated processes and procedures. • Delivered prompt payment for event services, including vendors, venues, staff, and transportation providers. • Prepared the forecast of works schedule and analyzing the reasons of delay and implement remedial measures for workflow and budget improvements, resulting in 14% savings per event. • Delivered smooth training execution by coordinating seminar functions, including site selection, scheduling, marketing, reservations, materials, event management and follow-up
• Conducted research, gathered information from multiple source. • Used Microsoft Word, other software tools to create documents for communications. • Developed team communications, information for meetings. • Collaborated with team members to help expand marketing channels. • Helped with planning, hosting of marketing events. • Conducted event with international client meeting their requirement, demand whereas increased sales by 12% of company. • Carried out routine & periodical inspection of various activities for managing projects & Clients. • Ensured that equipments/ materials received are in accordance with the quantity & quality requirements.