Head Contact Center
I am a Six Sigma Green Belt Certified professional and would like to contribute in the growth of organization with my 18 years of experience in order to cash, collections and contact center management.
Indbank Global Support Services Limited
Sep'24 - Present
Pine Labs Private Limited
Aug'18 - Aug'24
Tata Consultancy Services
Apr'11 - Aug'18
Indbank Support Services Limited
Sep 2024 – Present · Mumbai
Spearheaded setup and launch of a Mumbai Contact Centre from scratch with a 65-member team; implemented CRM and Convox systems; developed SOPs and performance metrics; led recruitment, training, and onboarding.
Pine Labs Private Limited
Aug 2018 – Aug 2024
Led AR operations and collections across multiple portfolios; managed BPO and external agency teams of 50+ FTEs; audited invoices, reconciled discrepancies, monitored suspense accounts, and ensured accurate reporting; improved collection performance, reduced bad debts and delinquencies; automated financial reporting and reconciliations; developed SOPs and policies; led transformational initiatives and stakeholder strategy discussions.
Tata Consultancy Services (TCS)
Apr 2011 – Aug 2018
Led end-to-end AR operations including Cash Application and Credit & Collections; developed SIPOC diagrams, defect logs, and reconciliation reports; executed collection strategies; managed chargeback resolution with JP Morgan; mentored teams; led global process transitions; optimized resources; drove quality and continuous improvement initiatives; maintained dashboards for disputes, auto-hit rates, receipts, and errors. Growth path: Subject Matter Expert, Apr 2011 – Jul 2015; Business Process Lead, Jul 2015 – Aug 2018.
Genpact
Oct 2010 – Apr 2011
Receivable Management Services
Jul 2007 – May 2010
Diploma, Finance & Marketing
2012
B. Com (Pass)
2008
Led Oracle implementation for customer onboarding, billing, collections, and cash applications across India, Malaysia, Dubai, Singapore, Thailand, and the Philippines, coordinating cross-functional finance operations across entities.
At Tata Consultancy Services, improved auto-hit percentage and cash flow by converting check-paying customers to ACH; partnered with Data Scientists as a domain expert to design an algorithm routing disputes to the correct owner.
Conducted a Time & Motion Study, reduced rejection percentage in write-offs and offsets, and rolled out process guidelines for workflow standardization.