Palash Shah
Kitchener
Summary
Results-driven Financial Services Representative with expertise in debt recovery and account management. Skilled in negotiating payment plans and resolving delinquent accounts while maintaining a customer-focused approach. Known for consistently exceeding targets, improving recovery rates by 25%, and fostering strong client relationships. Reliable, adaptable, and committed to compliance, with a proven ability to collaborate across teams and leverage technology for efficient results.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Financial Services Representative
Gatestone & Co
10.2023 - Current
- Built strong customer relationships by demonstrating empathy and understanding of their financial situations, resulting in improved customer satisfaction.
- Negotiated and structured payment plans for both consumer and business credit card accounts, consistently exceeding recovery targets by 21% and improving delinquent account recovery.
- Tailored communication strategies to handle difficult conversations with professionalism, delivering both positive and challenging messages while providing a personalized client experience.
- Reviewed and validated account details, clearly communicating outstanding balances, and proactively leading payment collection efforts, driving a 32% improvement in overall recovery rates.
- Surpassed monthly performance targets by leveraging advanced negotiation skills, achieving 25% above the company’s recovery goals and contributing to team success.
- Conducted thorough financial assessments of consumer and business accounts to recommend and enroll clients in suitable debt repayment programs, leading to more effective debt resolution.
- Proactively managed delinquent accounts, performing consistent follow-ups, and escalating unresolved cases for further collection action, minimizing potential losses.
- Resolved client financial queries and complaints, taking full ownership of issues and ensuring a high resolution rate, contributing to long-term client satisfaction and retention.
- Utilized advanced problem-solving skills to assess complex financial situations, delivering tailored solutions and resolving issues without escalation.
- Provided exceptional customer service during collection calls, maintaining professionalism under pressure and ensuring clear communication.
- Collaborated with cross-functional teams to ensure accurate billing information and resolve discrepancies quickly, improving both internal processes and client experience.
- Negotiated re-payment plans by identifying root causes of delinquencies, setting realistic timeframes for repayment, and improving debt recovery outcomes.
Customer Service Representative
Walmart
11.2022 - Current
- Actively engage with customers to educate and promote Walmart Financial MasterCard.
- Handled cash with high accuracy and took care to check bills for fraud.
- Understanding customer needs by asking questions to make appropriate product recommendations.
- Solved customer complaints in time by using company's procedure & policy to increase trust among customers.
- Achieved sales target while maintaining more than 90% Customer satisfaction ratio.
- Responded promptly to requests for assistance, spills and customer inquiries.
Customer Service Cashier
Tim Horton's
10.2022 - 04.2023
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
Education
Post-Degree Certificate - Financial Planning Services
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON04.2023
Post-Degree Certificate - Marketing Management
Fanshawe College of Applied Arts And Technology
London, ON08.2022
Bachelor of Laws - Law Studies
United World School Of Law
06.2021
Skills
- Proficient in obtaining necessary licenses
- Strong client relationship management
- Ability to collaborate and achieve given Sales targets (if any)
- Effective problem-solving in high-pressure situations
- Strong problem-solving skills
- Strong communication and interpersonal skills
- Proficient in learning technologies
- Proficient in MS Word, Excel, and PowerPoint
Certification
- IFC - Investment Fund in Canada
Timeline
Financial Services Representative
Gatestone & Co
10.2023 - Current
Customer Service Representative
Walmart
11.2022 - Current
Customer Service Cashier
Tim Horton's
10.2022 - 04.2023
Post-Degree Certificate - Marketing Management
Fanshawe College of Applied Arts And Technology
Post-Degree Certificate - Financial Planning Services
Conestoga College Institute of Technology And Advanced Learning
Bachelor of Laws - Law Studies
United World School Of Law
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