MARY THIRUCHELVAM
Scarborough,Ontario
Summary
A highly organized, versatile, and result-driven professional with 6+ years of Customer Service Experience led to aproven track record of Strategic Planning and Solutions to maintain and increase customer satisfaction. With an approach of both systems and linear thinking, has a keen eye for understanding the importance of managing operational resources both internally and externally and corresponding opportunities. Diligent individual with knowledge of benefits/compensation, employee relations, problem solving, and client related support. Aiming to leverage my abilities to successfully fill the vacancy in your team.
Overview
7
7
years of professional experience
Work History
Resolution officer/ADMINISTRATOR
Keyser Mason Ball LLP
08.2023 - Current
- Assessed and investigated claims to determine the validity, gather evidence and prepare accounts for resolutions
- Assist in determining whether to settle claims and/or commence legal action
- Successfully negotiated settlements and establish payment plans and verify payments
- Contact associated parties to negotiate payment of outstanding accounts for external bank clients
- Perform administrative tasks and clerical duties such as preparing detailed reports, settlement agreements ensuring accuracy and compliance with legal standards
- Handle large volumes of documentation in an organized fashion
- Identify potential risks and implements strategies to mitigate them, ensuring compliance with legal and ethical standards
- Capture & communicate daily, weekly, and monthly reports as requested by management
- Reduce financial discrepancies through transaction monitoring and management
- Performed various administrative functions for assigned accounts, such as recording address changes and purging records of deceased customers.
Collections Specialist/ADMINISTRATOR
Progressa
11.2019 - 06.2023
- Ability to prioritize and handle volume calls while maintaining a professional approach
- Arranged for debt repayment and established repayment schedules, based on customers' financial situations
- Address and resolve customer concerns, issues, or complaints
- Achieve and/or exceed defined monthly targets
- Capture & communicate daily, weekly, and monthly reports as requested by management
- Communicate and forward required documents to external collection agencies
- Verify and post payments accurately on all accounts as required
- Follow procedures and guidelines to ensure all transactions comply with the company's policies
- Reduce financial discrepancies through transaction monitoring and management
- Create Standard Operation Procedures for the team
- Use Microsoft Word and other software tools to create documents such as Loan Statements, Balance Letters & Release Letters
- Monitored outstanding account balances and determined need for further collections action
- Prepared detailed reports of discrepancies, presenting to management for approval prior to collecting
- Maintained a thorough understanding of legal regulations related to collections
- Performed various administrative functions for assigned accounts, such as recording address changes and purging records of deceased customers
- Assisted with training new employees on billing procedures, account management processes, and best practices.
Senior Financial Service REPRESENTATIVE
Progressa
05.2018 - 10.2019
- Handle over 80 inbound and outbound calls
- Respond to emails, online chats, and calls in a timely manner
- Revise loan agreements in detail with clients
- Obtain and verify necessary employment and financial information from loan applicants
- Preparing, updating, and retrieving data for reporting purposes
- Train new employees to meet the quality assurance standards
- Tactfully handle customer complaints and escalations as per company policy
- Liaison with an internal operating team and external referral source
- Cultivate positive relationships with applicants, active customers, and referral partners
- Apply partial/full refunds to loans
- Ensuring all scheduled payments clear without any problems
- Maintained up-to-date knowledge of current financial trends and regulations
- Developed in-depth knowledge of available financial products to advise clients accordingly.
Call Centre SPECIALIST
Teleperformance – Scotia Bank
07.2017 - 11.2017
- Managed a high volume of incoming customer calls
- Contact customers about their overdue accounts
- Managing complaints and conflicts
- Negotiate appropriate payment solutions in regards to the customer's situation
- Handle calls in engaging, professional and courteous manner
- Document accounts accurately while managing wrap time on multiple system
- Offered creative solutions to customer inquiries and concerns while providing impeccable customer service.
Education
Bachelor's Degree in Human Resource Management -
York University
North York, ON08.2024
Certification in Personal Support Worker -
Centennial College
Toronto, ON08.2017
Diploma -
Secondary School: Saint John Paul II
Toronto, ON01.2015
Skills
- Collaborative, Observant & Independent
- Excellent interpersonal, time management and conflict resolution skills
- Document Management
- Strategic Thinking & Planning
- Excellent multi-tasking ability
- Ability to maintain confidentiality
- Ability to adapt to change in work environment and work under pressure
- Excellent customer service skills, including client cure and retention abilities
- Proficient in the use of Microsoft Office such as Word, Excel and Powerpoint
Timeline
Resolution officer/ADMINISTRATOR
Keyser Mason Ball LLP
08.2023 - Current
Collections Specialist/ADMINISTRATOR
Progressa
11.2019 - 06.2023
Senior Financial Service REPRESENTATIVE
Progressa
05.2018 - 10.2019
Call Centre SPECIALIST
Teleperformance – Scotia Bank
07.2017 - 11.2017
Bachelor's Degree in Human Resource Management -
York University
Certification in Personal Support Worker -
Centennial College
Diploma -
Secondary School: Saint John Paul II
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