GURPREET CHANDHOK

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Objective:
To work in the field of Services with a reputed organization. Looking for an organization
interested in rewarding talent and provides an environment conducive for learning and
growth.

Experience: Present
CITI GROUP GLOBAL SERVICES PVT LTD (Citi Financial) (Jan14, 2008 –
Aug -04 ,2008 )

RELATIONSHIP MANAGER (Credit ,Collections & Operations )

JOB PROFILE : The Primary responsibility involves Collections of Personal & Two wheeler
Loans for bucket 0&1 for locations like Lucknow,Kanpur,Agra Dehradoon
for Citi Financial .

ROLES AND RESPONISIBILITIES

• Ensure optimum productivity and efficient On line monitoring of performance
• Driving the Key performance call center indicators Viz. service , resolution &
retention targets are met for the Unit .
• Meeting of Service Standards and compliance to audit stipulations
• Consistently deliver on productivity targets for the Team .
• Ownership of unit's compliance to laid down processes and maintain
adequate control mechanisms at frequencies required.
• Planning/balancing resource allocation for optimal utilization and peak
performance at all times.
• Reviewing unit processes and bringing out solutions for process
improvement and efficiency enhancements.
• Motivating personnel towards sustained achievement of performance
standards and Unit goals and ensuring minimal attrition.
• Ensuring proper handling of escalations and judicious utilization of financial
& non financial authority.
• Ensuring local level coordination with other customer touch points &
functional units e.g. Branches, Billings, operations & vendors.
• Building the team in terms of service / quality culture by leading by example
• Focusing on timely good profile recruitments and training to ensure team
bandwidth for sustained business performance is achieved .
• Perform to adapt new business initiatives and deliver as a team .
• Sound understanding of the Customer Requirements .
• People management skills .
• Process savvy .
• Comfortable with Technology for driving optimal Usage and developing
service tools.
• Strong analytical capability.
• Managing team of tellecallers and FOS based in various parts of city.
• Strict compliance with timeliness on collection and target achievement .
• Putting in place control system to avoid data leakage.
• Regular updation of status in system .
• Publishing regular MIS .
• Reduction in customer complaints .
• Strong process management skill .
• Ability to manage big team of FOS with adequate control mechanism in
place.
• Allocation Letters – Awareness , Bounce,Collection,Data purge etc
• Performance Letters – Awareness ,Bounce,Collection .
• Maintainence of HR Docs –Bio Data ,Reference checks ,Coc,Pip etc .
• Training & call evaluation of callers .
 • Performance Appraisal of callers on monthly basis .
• System Downtime Tracker maintenence .
• Addition ,deletion & Mapping of IDs Of callers & Supervisors .
• Maintanence of records of callers who have left and joined the system .
• Maintanence of productivity MIS daywise and monthwise .
• Raising Bills of agencies and claiming incentives .
• Cob plan maintenance for the centre .
• Sorting Cases From Debtors File for legal Filing and Coordinating with
operation department for Retrieval of cheques.
• Initiating legal action and sending notice under section 138 on chronic cases
through the empanelled lawyers.
• Consequently reporting to Center Manager Collections about the daily collections
• Daily Collection and Foreclosure MIS Maintenance.

HDFC Bank Ltd (ADFC Pvt Ltd ) (Previous )

Sr.Officer (Collections & Operations) – Team Leader(June 7, 2004 – Dec 31, 2008 )

I was working for HDFC Bank in Credit Cards at Lucknow as a Telecalling cum
Operations Supervisor.I was handling the portfolio of U.P Region
(Lucknow, Kanpur, Allahabad etc) in the capacity of a Team Leader
and putting delinquency low in all markets. In all I had a team of 15 people
reporting to me and we were operating at the lowest delinquencies in all markets.

Operational Activities:-
AGENCY MANAGEMENT
Weekly Audit of Agencies.
Making the bills of Agencies.
Recruiting the agency team leader and collectors.
Organizing various training programs for them.

MANAGEMENT INFORMATION SYSTEM

Daily receiving and sending MIS
Updating the Top Management about the daily field and in-house activities.
Projecting Month end figures to Top Management and achieving it.

•~Telecalling Management: I was having a telecalling team of 15 People. The team was handling a
growing customer base across U.P.

•Telecalling for various customer profiles like:

•A) Risk-X & Risk-30+ b) First Payment Defaulters

•c) Over limit Customers d) Never Used Never Paid Customers

3) -Put down the NCL in declined trend with increasing recovery and decreasing the GCL.

•Dump Formation & Allocation of Accounts.

•~Fraud Control:
•Blocking & Hot listing of A/c
 Infovision Solutions Pvt Ltd (Nov 15 , 2003 to June 4,
2004)

•Worked as Payment Assistance Executive for more than 6 months for GE SBI Cards.
•Handled the portfolio of U.P Region (Lucknow ,Allahabad and
Kanpur ) putting delinquency low in all three markets .

Work Profile
Looking after the whole Operation Work, which includes the Updating of bouncing Cheques,
Auditing of Receipt Books, Handling the walk in Cash.

Taking status from the Agency Collectors and targeting them for better collection .

Dump Formation & Allocation of Accounts to various agencies

Telecalling for various customer profiles like:
a) Risk-X & Risk-30+ b) First Payment Defaulters
4) c) Over limit Customers d) Never Used Never Paid Customers
Educational Qualifications:

Graduate in the year 2003 .

 MBA (Last Semester) result awaited In Financial Management from NIBM
(National Institute of Business Management ) Chennai .
Achievements:
•Awarded Employee of the month for FEB ’04 –in GE-SBI Card for reducing x-flows.

Personal Details:
•Date of Birth 12th March. 1982
•Corresponding add House No. 120 E Sarojini Nagar ,Lucknow. 226008 .
•Temporary add House No. 120 E Sarojini Nagar ,Lucknow. 226008 .
•Mobile No. 09839229580
•E-mail address gurpreet12march@yahoo.co.in
•Languages Known English, Hindi ,Punjabi
•Hobbies & Interest Love to interact with people, make new friends, Travelling,

and Organizing Programs & Parties.

Date: (Gurpreet Chandhok)