Parth Prajapati
Toronto,ON
Summary
Dynamic Collections Supervisor with a proven track record in team leadership and process optimization. Expertise in training development and conflict resolution, ensuring compliance and enhancing customer satisfaction through effective account management.
Overview
10
10
years of professional experience
Work History
Collections Supervisor
Money Mart
Toronto, Ontario
07.2024 - Current
- Supervised collections team to ensure timely account management.
- Developed training programs for new collections staff members.
- Monitored customer interactions to maintain compliance with policies.
- Coordinated communication between departments to streamline processes.
- Analyzed account data to identify trends and improve practices.
- Conducted performance evaluations to enhance team effectiveness.
- Resolved escalated customer disputes with professionalism and care.
- Implemented new software tools to optimize collections operations.
- Established customer growth opportunities for business expansion.
- Received and submitted payments and applied amounts to customer balances.
- Performed research and due diligence to resolve issues.
- Reviewed credit records to evaluate customer histories.
- Attended training on credit management and civil court practices to maintain up-to-date knowledge.
- Created and distributed updated customer statements.
- Coordinated and managed day-to-day workflow of collections team.
Customer Service Representative
Money Mart
04.2021 - 07.2024
- Assisted customers with inquiries and resolved issues effectively.
- Processed transactions accurately using point-of-sale systems.
- Educated clients on financial services and product offerings.
- Maintained a clean and organized workspace for optimal customer experience.
- Collaborated with team members to enhance service delivery.
- Handled customer complaints with professionalism and empathy.
- Kept up-to-date with company policies and procedures for compliance.
- Supported promotional campaigns to drive customer engagement and satisfaction.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Customer Account Specialist
Shaw Communications
Vancouver, British Columbia
10.2019 - 04.2021
- Managed customer inquiries through various communication channels.
- Resolved account issues by collaborating with technical support teams.
- Processed billing inquiries and adjustments in the customer account system.
- Educated customers on service features and promotions effectively.
- Maintained accurate customer records in the database system.
- Assisted with onboarding new customers by guiding through account setup.
- Analyzed customer feedback to identify trends for service improvement.
- Documented interactions and follow-ups in the customer relationship management tool.
- Adhered to company policies when handling confidential client information.
- Developed strategies to improve customer satisfaction levels.
- Maintained accurate records of customer accounts using CRM software.
- Identified opportunities for process enhancements that would improve customer experience.
- Reviewed customer accounts for accuracy and completeness of information.
- Followed up with customers after resolution of their issue was provided.
- Investigated customer inquiries and disputes promptly and accurately.
Branch Operations Manager
Kotak Life Insurance
Mumbai, India
02.2018 - 08.2019
- Managed daily branch operations and ensured compliance with internal policies.
- Supervised staff schedules and coordinated training sessions for new employees.
- Streamlined operational processes to enhance customer service efficiency.
- Implemented risk management strategies to minimize operational risks in the branch.
- Collaborated with cross-functional teams to support product launches and marketing initiatives.
- Monitored and analyzed branch performance metrics to identify improvement areas.
- Fostered a positive work environment by promoting teamwork and employee engagement initiatives.
- Resolved customer complaints in a timely manner.
- Reviewed customer account information for accuracy and completeness.
- Managed inventory levels of cash, supplies, and other resources.
- Provided guidance on best practices for handling difficult customers or situations.
- Supervised daily activities of tellers, loan officers, and other personnel.
Assistant Manager
Kotak Life Insurance
Mumbai, India
04.2016 - 02.2018
- Assisted in developing strategic plans for product offerings and marketing initiatives.
- Coordinated training sessions for new staff on company policies and procedures.
- Managed customer inquiries and resolved issues to enhance client satisfaction.
- Analyzed market trends to identify opportunities for business growth and improvement.
- Facilitated performance evaluations for team members to support development goals.
- Collaborated with cross-functional teams to streamline project workflows and communication.
- Oversaw compliance with regulatory requirements in insurance operations and documentation.
- Implemented best practices for operational efficiency within the department's processes.
- Managed customer service inquiries and complaints in a timely manner.
- Supervised daily operations including scheduling shifts, assigning duties.
- Maintained up-to-date knowledge of company products and services.
- Monitored employee attendance records, timekeeping, and payroll information.
- Ensured compliance with safety regulations and company policies.
Education
MBA -
University Canada West
Vancouver, British Columbia04-2021
BBA -
University of Mumbai
Mumbai, India03-2015
Skills
- Team leadership
- Account management
- Compliance monitoring
- Data analysis
- Collections software
- Customer service
- Conflict resolution
- Training development
- Customer escalation point
- Debt recovery expertise
References
References available upon request.
Timeline
Collections Supervisor
Money Mart
07.2024 - Current
Customer Service Representative
Money Mart
04.2021 - 07.2024
Customer Account Specialist
Shaw Communications
10.2019 - 04.2021
Branch Operations Manager
Kotak Life Insurance
02.2018 - 08.2019
Assistant Manager
Kotak Life Insurance
04.2016 - 02.2018
MBA -
University Canada West
BBA -
University of Mumbai