Alok Gupta

Debt & Liability Reduction/Performance Innovation & Improvement/Personnel Supervision and Training

About Me

  • Name: Alok Gupta
  • Address: A 203, Omsiddhi Apts, Sec 8 Charkop, Kandivali West ▪ Mumbai, Maharashtra 400067
  • Nationality: Indian
  • Phone: +91 9323948000
  • Email: alok_single@yahoo.com
  • Language: English, Hindi

Profile

CREDIT CARDCOLLECTIONS LEADER WITH 14 YEARS OF EXPERIENCE

Debt & Liability Reduction/Performance Innovation & Improvement/Personnel Supervision and Training

EXECUTIVE SUMMARY

An innovative, multifaceted, and solutions-focused Financial Executive with a 14+ year career demonstrating visionary leadership and outstanding performance in credit card collections management from Bucket 1 to 6 multi-sites, nationally and internationally-based operations. Forward-thinking leader and enterprising problem-solver with tactical foresight.

And verifiable success capitalizing on growth opportunities, improving bottom-line performance, and optimizing organizational efficiency, productivity.

Articulate communicator, presenter, and trainer with a direct and decisive management style that focuseson matrix teamwork and clearly defined mission and values for buy-in of all levels.

Superior interpersonal,organizational, and analytical skills with an innate ability to work in unison with customers, staff, and keyinternal/external stakeholders. Highly developed qualifications in personnel development, relationship management,and oral negotiations. Working knowledge of Microsoft Office and ERP systems.

CORE COMPETENCIES

Collections Management,Staff Supervision & Training ,Team-Building/Development ,Performance Monitoring/Tracking,Regulatory Compliance ,Process Innovation/Improvement,Influencing & Negotiation ,Issue Resolution/De-escalation ,Group Collaboration/Facilitation,Business/Operations Management

Resume

Education

  • 2001

    3 Years Diploma in Hotel Management 2001

    IHMCT & AN (National Council), Hyderabad, Andhra Pradesh

Experience

  • Aug.2007 - Present

    Credit Card Collections Team Leaders

    Credit Card Collections Team Leaders.

    Trained, directed, and coached a staff of 16 – 18 Team Members responsible for working directly with the card members to get delinquent credit card accounts to a current statusfor one of the largest credit card issuer in the Unites States.

    Motivated and encouraged an environment of teamwork, created a high level of accountability, streamlined team functionality, and improved retention rates.

    Evaluated and provided analysis, conclusion, and recommendations to determine the best possible solution to achieve the best in class customer satisfaction results and communicate information to Team Members.

    Created a controlled environment of an acceptable quality, in terms of ensuring goals pertaining to hygiene metrics and that they are met, for example Login Hours, controls over off phone activities, tardiness.

    Identified problem accounts and help team members negotiated payment programs with delinquent customers.

    Monitored violations of policies and took appropriate action.

    Interfaced and assisted team membersthe data regarding delinquency, and closely monitor daily performance; resolved rates and discrepancy issues.

    Facilitated monthly and quarterly meetings with Team Members, reflecting back on individual as well as the Team’s performance to achieve exceptional results

    Selected Accomplishments:

    Improved the teams C-Sat results by 10% from 64% achieved in 2016 and now at 73% YTD 2017

    Consistently met all the compliance goals 2017

    Achieved 85% on Employee Opinion Survey Results 2017

    Consistently worked on reducing the delinquency level.

    Received accolades and awards for good performance and actively taking part for floor related activities (Portrait Displayed on the floor).

  • April 2005 – July 2007

    Lead Advisor

    3 Global Services, Mumbai, Maharashtra.

    Assisted customers with any billing problems related to their mobile services and technical problems related to the handset in use.

    Led projects on maintaining service levels and delivering Quality Customer Service.

    Worked with 3 different processes (Technical, Post-pay and Pre Pay), transfers to different department’s was based on good performance

  • DECEMBER 2003 – MAY 2005

    Lead Advisor

    HCL Technologies BPO Services Limited Noida, UP.

    Helped customer resolve their queries for their store card (Macy’s)

    Received rewards for best service

  • July 2003 – November 2003

    Management Trainee

    The Village Restaurant Complex, New Delhi.

    Effectively handled an establishment of 58 seats with a staff of 10 members

    Was an integral part of the Launch and opening of a Lounge Restro Bar

    Received appreciation for creating a strong team in the shortest span of time and successful launch.

  • May 2002 – June 2003

    General Steward

    Eurasia International (P) Limited Paramount Shipping and Management, Mumbai,Maharashtra,.

    Handling and servicing requests for the crew of 23 people

    Maintained Food and Housekeeping inventory ensuring no shortage during long sailing period

    Got appreciation for cost minimization and good performance.

    Helped in clearing Australian Quantile for Hygiene.

  • June 2001 – April 2002

    Assistant Shift Manager

    Nirula’s Corner House, New Delhi

    Effectively handled an establishment 73 seats with a staff of 25 members reporting to Assistant Restaurant manager and Restaurant manager

    Conducted trainings on customer interactions

    Helped maintain the highest hygiene standards and customer service

14

YEARS OF EXPERIENCE

Get in touch

Send me a message
Address/Street
A 203, Omsiddhi Apts, Sec 8 Charkop, Kandivali West ▪ Mumbai, Maharashtra 400067
Phone Number +91-9323948000