Siddharth Chowke

Experience

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  Teleperformance

  Jun 2007 - Jan 2017

  : Team Leader-Supervisor (Sales & Customer Service)Duties : Call monitoring as per client quality merures Giving regular call feedback & coaching as per quality Update agents of their KRO & making Mid & Yearly Appraisals Preparing action plan for any behavior or quality issues Taking over escalation calls & resolving it. Calling back customer for any unresolved issues. Verifying lead or sales generated before sending for process Updating EOD reports, going through the database (SID) for updates. Managing team stats as per process SLA. Team meeting for daily stats update (ACW, AHT, Analyzing call volume and average call handling time. Meet daily GOS target & Schedule adherence Calibrating with client for call quality & process updates. Sending MOM Preparing Headcount, Interval Adherence, Service level & Occupancy report for next day Attending WSR and MSR calls for weekly & monthly reviews on process stats & SLA Show less To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Frontliners and Management. To offer creative solutions.Delivery of team sales, service level components, quality and productivity targets & indicators.People Management, including all HR related issues, as well as staff development.Operational Management: Managing the floor, adherence to schedule.Ownership and problem resolution.Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call. Answering Incoming calls and giving best solution for Barclays Online Banking Query. Escalating complaints calls . Maintain AHT, ACW, GOS, CSS Show less

  • Team Leader Telephone/Digital Banking Customer Service

    Jun 2015 - Jan 2017

  • Sr. CUSTOMER SERVICE EXECUTIVE - Digital Banking

    Jun 2007 - Jun 2015
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  TRUST

  Dec 2017 - Dec 2020

  Sr. Debt Collector

  Execute adequate and timely collection and instigate recovery activities in order to minimize risk costs and optimize returns.Investigate payment arrears in the portfolio and code debtor appropriately in order to determine following collection process steps.Communicate with debtors by telephone and in writing to manage debtors and arrears process.Negotiating payments while continuing to build a positive relationship with customersPerformed telephone contact with customers according to guidelines and standards to ensure payment.Managed collection efforts with a high level of persuasiveness and professionalism.Maintained positive customer relationship and minimize bad debt exposure. Show less

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  AW HOLDING INT'L

  Apr 2021 - now

  Senior Credit Controller / Account Receivables

  • Generate revenue for companies by ensuring that clients are properly billed for goods or services• Business to business collection., Chase overdue accounts by telephone, email & letter to ensure outstanding invoice are collected before the due date• Provide timely follow-up on contacted accounts, negotiate immediate full & final payments or acceptable and timely• Doing field visits for defaulted customer as to discuss and negotiates for the payments as well as cash/cheque collection from the customer• Creating / updating invoices and maintaining accounts receivables• Preparing and issuing a Demand notice to increase the success rate• Maintain Debtors ledger for the assigned accounts and ensure the data is up to date Currently working as /Credit Controller Expert• Exercise integrity and confidentiality in financial reporting, and comply with national and local financial requirements Show less