Lency Varghese

Worked in call center environment handling manual and automatically dialed outbound calls.

• Used probing techniques to determine debtors' reasons for delinquency. Educate customers about their delinquent accounts and negotiated payment arrangements
• Maintained high volume of calls and met demands of busy and productive group.
• Researched accounts and completed due diligence to resolve collection problems.
• Negotiated to collect balance in full.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Record all customers correspondence, documenting repayment plans and special payment arrangements
• Offer Hardship Programs to customers by analyzing their requirement

• Handled inbound calls for Telehealth Ontario, Fiat Chrysler Automobiles (FCA)Absenteeism, Heath Care Connect & Smoking Cessation Program
• Supported process as a part of the pilot COVID Vaccination Line while the new hires were in training
• Paid attention to detail while completing assignments.
• Gained extensive knowledge in data entry, analysis and reporting.
• Skilled at working independently and collaboratively in a team environment.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.

• Expedited the delivery of aircraft engine parts on time
• Published timely dashboards to Gate Leaders and Billers in UK on status of various Parts, Genpact)
• Expedited generation of Invoices, Invoice resolution and vendor management
• Handled customer escalations & ADHOC request from various GE Aircraft Maintenance sites & their customers regarding Invoices
• Collaborated with vendor managers and clients to review and resolve the status of payments which were blocked
• Analyzed data and information to give insights into issues and recommendations on rectifying it
• Involved in documentation & timely updating of process SOP ( Standard Operating Procedure )
• Educated and assisted clients on how to use company digital site to check payments.
• Streamlined daily reporting information entry for efficient record keeping purposes.
• Managed complex problem-solving for upper management in order to complete projects on-time and within budget.

• Handled customer inquiries, complaints, billing questions and payment issues, through tactful communication and promote assistance, escalating when required
• Resolved inquiries and consistently met performance benchmarks in all areas (speed, accuracy and volume) and simultaneously adhered to the process procedures and compliance routine
• Responded to customer calls and emails to answer questions about products and services.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided customer feedback to management and identified areas of improvement for products and services.