Kanaga Durga

Experience

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  American Express

  Jan 2001 - Jan 2006

  Credit Analyst

  •Handled inbound and outbound calls in support of customer needs. Conveyed in a reassuring manner step by step instructions to resolve customer’s issues.•Handled Business Travel Services for corporate clients for their monthly statements and billing.•Handled complaints and payment extension for both consumer and corporate clients. During this period, successfully able to resolve difficult customers situations with tact and ease.•Exceeding Business Travel customer’s expectation by searching for the missing invoices and providing the invoice number for the charges billed to customers on monthly basis in order for customers to pay on timely basis to avoid aging.•Handled customer overseas payments.•Analyzing Business Travel & corporate accounts and preparing reports &KPI figures on timely basis to meet SLA.•Attended Off site meetings with clients and third party agents to discuss on Business travel accounts and to conduct presentation for clients.•Provided training and coaching in job function for new recruits on board. Show less

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  American Express

  Mar 2006 - Oct 2011

  Regional Collection Analyst

  •Handling Debt sale accounts-Managing queries, providing information and documents required by Agencies. Working closely with agencies to sell and buy back accounts on case to case basis. •Managing and processing monthly Invoices and Payment to vendors for accounts sold to agencies & merchant accounts.•Negotiating payment settlement with customers and dealing with Solicitors, credit advisory on Legal matters for Malaysia Reserve accounts.•Handled process for full & partial settlement account with collection agency on daily basis for closure and coding of account.•Managing Bankruptcy & Deceased portfolio for Singapore & Hong Kong market. To liaise with insolvency and solicitors to provide current and up-to-date information account status, replying to daily correspondence to ensuring favorable outcome resolutions.•Preparing monthly reports on write offs for accounts with debit balance and collection database updates.•Developed innovative approaches and solutions to simplify excel sheets usage for filling Proof of debts and merging documents base on the templates prepared reducing time taken to compile documents for submission.•Implemented a project on revamp of the process flow chart for the Settlement policy processes and assisted in the development of new policies and procedures on daily processes which has increased efficiency in daily process and reduction on return queries from agencies.•Handling Quality Check (QC) on monthly basis on team member’s daily process actions. Requires to identify all issues/process gaps/errors and to advise immediately to the respective leaders in order immediate remedy to be taken for system issues. Show less

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  EA Licence: 11S2842 at Multiply Search Pte Ltd

  Dec 2011 - Apr 2013

  Headhunter

  Working on various senior level roles for various clients and mixed industries. *Utilize various platforms and strategies for talent sourcing like cold calling, industry mapping, networking, job postings (social media, job portals, company websites, etc) Industry exposure: corporate banking, banking compliance, operations, engineering, oil and gas, HR, marketing, education, government.

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  Cartus

  May 2013 - Aug 2017

  VIP Expatriate Assignment Consultant

  Managing international expatriate moves for a leading FMCG brand with global presence in 180 countries which includes service delivery, expatriate compensation and vendor management.Provide single point of coordination for all phases of international assignment activities on behalf of the client.Proactively seeking opportunities to resolve unique customer concerns and needs while maintaining compliance with corporate policies, programs, and standards.

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  SIRVA Worldwide Relocation & Moving

  Feb 2018 - now

  Manager, Service Delivery APME

  •Manage team member performance in alignment with the SIRVA performance management process. Provide mentoring, performance review for all team members in collaboration with relocation training develop a training structure for each member of the team. Identify high talent/high potential associates and lead the further development of these individuals. •Supervise and mentor GACs to ensure the team’s achievement of positional metrics as set. Monitor & ensure the quality of the work product and balance workload across team to provide the highest quality of service. Coordinate onboarding process of new Team member on the account. •Identify opportunity for process improvement & lead the implementation of changes to improve productivity and prevention action to minimize service delivery failure.•Work with ops leadership to define process, identify best practices, & drive process improvement consistency throughout the team. Facilitate cross departmental communication by teaming with other departments when tasks need to be managed.•First point of contact & proactively intervene in any escalation of all Transferees issues that GAC are unable to resolve. In this capacity, to work with the GAC to determine appropriate next steps and ensure actions identified are taken and shepherd the issue through to resolution.•Partner with Director Client Engagement to achieve client goals and participate in client reviews as required. Communicate client specific metrics to team &monitor/measure metrics to ensure compliance.•Managing several Client accounts with varying processes and policies and guiding the team with the policy and delivery of service specification to ensure consistency •Working with Suppliers/vendors to achieve the goals & objectives •Taking lead and managing reporting for external & internal Team accurately and timely •Coordinating the weekly calls with Clients globally. Participate as well in client visits monthly, presentations and special projects as required Show less