Shahrukh Baig
Dubai
Summary
Accomplished Collection Officer at Fintrestle Loans And Overdues Rescheduling Service, renowned for exceptional negotiation and communication skills. Spearheaded team efforts to enhance collection success rates and fostered debtor trust, significantly improving client relations. Expert in data analysis and problem-solving, consistently achieving and surpassing performance targets.
Overview
13
13
years of professional experience
Work History
Collection Officer
Fintrestle Loans And Overdues Rescheduling Service
07.2023 - Current
- Implemented timely escalation procedures when necessary, ensuring prompt attention is given to high-risk accounts.
- Partnered with credit departments to review accounts for accuracy and potential adjustments, optimizing billing processes.
- Analyzed trends in account performance data to identify areas requiring intervention or improvement opportunities.
- Minimized legal action by effectively negotiating settlements between debtors and creditors.
- Managed a high-volume caseload while providing exceptional service and meeting performance targets consistently.
- Improved debtor relations through effective dispute resolution strategies, cultivating trust among clients and colleagues alike.
- Worked closely with delinquent members to develop plan of payment in order to rectify outstanding accounts.
- Educated customers on credit policies and potential consequences of non-payment, promoting responsible financial behavior.
- Leveraged strong negotiation skills to secure favorable terms for both the company and its clients during payment negotiations.
- Collaborated with team members to identify new tactics and improve overall collection success rates.
- Utilized strong communication skills to handle difficult conversations with customers, maintaining professionalism and empathy.
- Contacted delinquent members by phone, email and mail to determine reasons for delinquency.
- Built rapport with clients through consistent follow-up and diligent case management, fostering positive relationships.
Team Leader
Sterling
04.2018 - 06.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
Senior Analyst
EClerx Services Ltd.
04.2015 - 04.2018
- Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on open cases.
- Reduced average call handling time through efficient problem-solving techniques and effective use of support tools.
- Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
- Served as escalation point for advanced troubleshooting scenarios, leveraging extensive product knowledge to resolve complex issues quickly.
- Collaborated with team members to develop new strategies for optimizing technical support services.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Managed high call volume while maintaining a professional demeanor, ensuring positive customer experience at all times.
Customer Service Executive
Titan Pvt Ltd Via Manpower
05.2013 - 11.2014
- Cultivated trust with prospects through consistent follow-up communication and relationship-building tactics, leading to higher conversion rates over time.
- Delivered consistent results by setting achievable goals and working diligently towards achieving them each month.
- Generated high-quality leads by researching and identifying potential clients through various online platforms.
- Scheduled sales appointments to discuss products and services and to close qualified leads.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
Customer Service Consultant
Intercraft Pvt Ltd
12.2011 - 06.2012
- Developed strong relationships with clients through excellent customer service and regular followups.
- Assisted call-in customers with questions and orders.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Achieved top performer status within company due to consistent high sales numbers.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Built relationships with customers and community to promote long term business growth.
- Negotiated prices, terms of sales and service agreements.
Education
Bachelor of Commerce -
Glocal University
India05-2018
Skills
- Strong negotiation skills
- Verbal and written communication
- Data research and analysis
- Data entry proficiency
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team motivation
- Customer Service
- Active Listening
- Critical Thinking
- Effective Team Management
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Collection Officer
Fintrestle Loans And Overdues Rescheduling Service
07.2023 - Current
Team Leader
Sterling
04.2018 - 06.2023
Senior Analyst
EClerx Services Ltd.
04.2015 - 04.2018
Customer Service Executive
Titan Pvt Ltd Via Manpower
05.2013 - 11.2014
Customer Service Consultant
Intercraft Pvt Ltd
12.2011 - 06.2012
Bachelor of Commerce -
Glocal University
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