Jinali Shah
Brampton,ON
Summary
- Possess 13+ years of knowledge in the Operations, Finance & NGO sector.
- Experienced in areas like Project Program Monitoring, Coordination with the Stakeholders, Internal and external communication, Report writing, Case studies, develop Monitoring and Evaluating indicators focusing on Women Empowerment, and Sustainability for Not-for-Profit sectors focusing South Asian Countries.
- Finance sector knowledge lists to experience in Customer relationship management, Internal and External Coordination, Operations, Sales, Collections, Invoice processing, Query Management using CRM.
Overview
20
20
years of professional experience
Work History
Customer Service & Debt Collection Supervisor
Total Technologies
2023.01 - Current
- Overseeing & assessing customer service staff activities and provide them with regular performance related feedback.
- Training staff for customer service & debt collections.
- Monitor & strategize the daily customer service activities including collections. Reporting monthly projections & MTD recovery data to the senior management.
- Managing customer complaints, processing credit returns.
- Discussing & preparing monthly sales report & present it to the sales team.
- Talking to customers over phone to obtain service reviews.
- Negotiate payment terms using probe questioning method.
CUSTOMER SERVICE REPRESENTATIVE
Avena Foods
2022.02 - 2023.01
- Liaise with customers, resolve queries by inter-department coordination among Customer Service, Planning, Production and Packaging, Logistics team. Recommend appropriate solutions.
- Respond to customer requests through email for products, services and company information.
- Process vendor and supplier payments on weekly basis in company operating system (NetSuite). Process Invoices for multiple company locations.
- Review Collections report and follow-up for past-due payments. Achieved 95% success in managing delinquent ratio, using friendly but firm approach.
- Perform New Customers On-boarding process by conducting a Credit Reference Check and updating them into the company system.
- Manage improved filing system to maintain secure client data.
INDEPENDANT NGO CONSULTANT
Jinali Shah
2017.04 - 2021.12
- Skilled independent Consultant worked with the coalition, formed with 85+ Not-for-profit organizations - named CoLive, spread across 24+ states of India.
- To coordinate with stakeholders, schedule meetings, field visits, data analysis, documentation. Involved in Content Development, Desk Research, and Amalgamation of reports. Update stakeholders on key milestones for projects.
- Design detailed roadmaps of action items and project goals in coordination with the organization team, generate reports to inform budgeting and planning.
- Created a Process documentation to capture miniscule step of the project funded by USAID in Afghanistan - highlight strategy, steps, tools, and terminology used as a part of the project implementation.
- To interview grassroots women workers, track growth and impact using Monitoring and Evaluation indicators.
- Strategic project proposal development for fund-raising. To take detailed notes and kept records of program and performance progress, initiatives and results.
PROGRAM OFFICER
NGO- Self Employed Women's Association (SEWA)
2012.10 - 2016.12
- Employed as Program Officer for one of its kind SDF (SAARC Development Funded) projects, targeting 50 million home-based workers in eight SAARC member countries, training them for sustainable livelihoods.
- To measure the project impact on the lives of women- workers using Monitoring and Evaluation indicators.
- To coordinate for detailed roadmaps on project implementation, budgeting, planning, outcomes and results and record keeping. Responsible to conduct business analysis, documentation and data modeling, budget and cost monitoring.
- Generate detailed funding utilization reports alongwith the consultant, identify impact & activity ahead for each SAARC country.
- Interview women workers listing life challenges, domestic violence, finance crunch, and sustainable living methods identified through the project training and funding.
SALES AND DEBT COLLECTIONS OFFICER
HSBC, HongKong and Shanghai Banking Corporation
2006.06 - 2012.04
- Sales management through inbound calling, sourcing, processing, and disbursement of Loans.
- Liaised with direct sales agencies, and agents ensuring smooth coordination, system management, resolve customer queries. To accomplish cross-sell product targets.
- Facilitated successful internal and external audit through sound and thorough documentation.
- Negotiate payment with default customers for overdue balance with default customers using critical thinking and probing questions.
- Monitor delinquency ratio & MTD recoveries.
- Track account receivables. Train Collectors, review agency performance. Identify high risk customer and notify management.
- Reporting collection data to the senior management.
REGIONAL SALES COORDINATOR
DCB, Development Credit Bank Ltd
2004.06 - 2006.06
- Coordination and management of operations as well as back-end support process Credit and Sales department, various agencies, and Direct Sales Agents
- To represent Sales Team in discussion with Credit team, on case to case basis, to resolve disbursement queries.
- To manage overall office operations, Admin and HR, timely vendor payments and so on.
Education
Bachelor of Commerce - Accounting
Gujarat University
Gujarat, India04.2002
Skills
- Effective Communication and Interpersonal Skills
- Efficient Content Development - Project Proposal making
- Documentation and Data Maintenance.
- Desk Research and Data Analysis
- Planning and Scheduling
- Intuitive and Observant
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Used CRM software to resolve customer complaints.
- Sales target achievement by 85% including cross-sell product targets.
- Supervised team of 25 agency members and achieved 90% delinquency resolve ratio.
- Development of Monitoring and Evaluation tool to track the performance of not-for-profit organization focusing women empowerment and sustainable livelihoods.
- Field visits to the international project sites - conduct interview, case studies and present report to the Global Stakeholders as well as Funders.
- Project budget monitoring and track program performance of all the implementing agencies across South Asia.
Languages
English
Full Professional
Hindi
Full Professional
Gujarati
Full Professional
Hobbies
Travelling, Reading, Listening Music
Timeline
Customer Service & Debt Collection Supervisor
Total Technologies
2023.01 - Current
CUSTOMER SERVICE REPRESENTATIVE
Avena Foods
2022.02 - 2023.01
INDEPENDANT NGO CONSULTANT
Jinali Shah
2017.04 - 2021.12
PROGRAM OFFICER
NGO- Self Employed Women's Association (SEWA)
2012.10 - 2016.12
SALES AND DEBT COLLECTIONS OFFICER
HSBC, HongKong and Shanghai Banking Corporation
2006.06 - 2012.04
REGIONAL SALES COORDINATOR
DCB, Development Credit Bank Ltd
2004.06 - 2006.06
Bachelor of Commerce - Accounting
Gujarat University
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