Summary
Overview
Work History
Education
Skills
Certification
Total Years Of Experience
Personal Information
Timeline
Generic

Shlok Khanna

Brampton,Canada

Summary

Results-driven Debt Collector Account Manager with over 1.5 years of experience in managing overdue accounts and negotiating payments. Skilled in assessing financial situations, establishing payment plans, and ensuring compliance with debt recovery regulations. Proficient in handling a high volume of accounts, resolving disputes, and maintaining strong relationships with clients and debtors. Expertise in utilizing CRM software and debt management systems to track accounts, generate reports, and monitor progress. Adept at working collaboratively with internal teams, including legal and finance departments, to escalate cases when necessary. Strong communication, negotiation, and conflict-resolution skills, with a proven ability to meet and exceed collection targets. Demonstrated success in improving recovery rates and minimizing financial losses for companies while maintaining professionalism and customer satisfaction. Committed to upholding ethical standards and staying current with industry best practices and legal requirements. Seeking to leverage expertise to contribute to the success of Encore Capital (Midland Credit Management).

Overview

8
8
years of professional experience
1
1
Certification

Work History

Account Manager

Midland Credit Management
Gurugram, Haryana
09.2023 - 02.2025
  • Debt Collection:Follow up with clients to collect outstanding debts.
    Manage delinquent accounts, ensuring that collections targets are met.
    Negotiate payment terms or settlement plans with customers.
    Contact clients via phone, email, or letters to remind them of overdue payments.
    Update account records and document interactions for future reference.
  • Account Management:Maintain detailed records of accounts and payment history.
    Develop and implement strategies to improve recovery rates.
    Build and maintain relationships with clients to ensure satisfaction and potential retention.
    Work with legal or collection agencies if necessary, handling escalated cases.
    Prepare and present reports on account statuses, recovery progress, and any issues encountered.
  • Customer Service:Handle customer queries regarding their accounts and payments.
    Provide excellent customer service while maintaining a professional and firm approach.
    Educate clients on their financial obligations and the consequences of non-payment.
  • Compliance and Reporting:Ensure all debt collection activities comply with legal and regulatory requirements.
    Prepare and submit reports on outstanding debts, collections, and resolution progress.

Member Service Specialist

Accor
Gurugram, Haryana
05.2022 - 09.2023
  • Customer Service & Support:Provide high-quality support to members via phone, email, or chat, addressing any inquiries related to their Accor Plus membership.
    Assist members with their membership benefits, including room upgrades, dining discounts, and exclusive access to special offers.
    Handle membership-related questions such as renewal processes, account status, and points redemption.
    Resolve customer complaints or issues promptly and professionally, aiming for complete customer satisfaction.
  • Membership Management:Manage and update members' personal information, including membership status and preferences.
    Provide guidance on how to use Accor Plus member benefits.
  • Promotions and Offers Communication:Inform members about ongoing promotions, special offers, and new Accor Plus benefits.
  • Problem Resolution & Escalation:Investigate and resolve issues related to membership benefits, bookings, or hotel experiences.
    Liaise with other departments (e.g., reservations, front desk) when necessary to ensure members receive the promised benefits.
    Escalate complex issues to higher management or specialized departments when required.
  • Data Entry and Record Keeping:Maintain accurate records of member interactions, complaints, and resolutions in the system.
  • Sales and Upselling:Identify opportunities to upsell or cross-sell additional Accor Plus services, such as premium memberships, special packages, or events.
    Promote additional services, such as booking upgrades, special offers, or loyalty points programs.

Customer Service Representative

Walmart
Gurugram, Haryana
06.2020 - 05.2022
  • Customer Inquiries and Support:Answer inbound calls and respond to customer inquiries related to Walmart Canada products, services, promotions, and store policies.
  • Order and Account Assistance:Provide support with placing orders, updating account information, and managing customer accounts, including billing inquiries and payment issues.
    Assist with order cancellations, modifications, or returns and provide guidance on the process.
    Offer troubleshooting support for online order issues such as missing items, payment problems, or shipping delays.
  • Problem Resolution:Resolve customer complaints or concerns in a professional and efficient manner, aiming to exceed customer expectations.
    Work to de-escalate difficult situations while maintaining a calm and helpful demeanor.

  • Product Knowledge and Recommendations:Stay updated on Walmart Canada's product catalog, promotions, and services to offer accurate and helpful recommendations.

Customer Service Representative

United Airlines
Gurugram, Haryana
04.2019 - 05.2020
  • Baggage Inquiry Support:Assist passengers with questions or concerns related to their baggage, including lost, delayed, or damaged luggage.
    Provide information about baggage policies, weight limits, and fees for excess or oversized items.
    Help passengers track their baggage through the airline’s system to determine its location or delivery status.
  • Lost or Delayed Baggage Assistance:When a passenger’s baggage is delayed or missing, take detailed reports and document the issue.
    Work closely with the baggage tracking system to locate lost baggage and provide regular updates to the passenger.
    Ensure that delayed baggage is delivered to the passenger's location as quickly as possible, and coordinate with local offices or delivery teams to resolve the issue.
  • Handling Claims for Damaged Baggage:Assist passengers in filing claims for damaged luggage, ensuring all necessary forms are completed.
    Provide information on compensation policies for damaged baggage and help passengers understand the claims process.

Sales Manager

DHFL Pramerica Life Insurance
Amritsar, Punjab
06.2017 - 03.2019
  • Sales Strategy Development:Develop and implement sales strategies to meet business goals and maximize revenue.
    Set sales targets for the team and provide the necessary support to achieve them.
  • Team Management:Recruit, train, and manage a team of sales executives or advisors.
    Monitor individual performance and address any underperformance issues.
  • Client Relationship Management:Establish and maintain relationships with clients to drive customer satisfaction and business growth.
    Support the team in identifying potential clients and closing deals.

Education

High school diploma or GED -

DAV Public School
Amritsar, Punjab
03.2013

Bachelor of Arts - BA

IGNOU UNIVERSITY
Delhi, India

Skills

  • Negotiation
  • Active Listening
  • Problem Solving
  • Payment Plans
  • Communication skills
  • Multitasking
  • Account Management
  • Sales
  • Familiarity with Laws
  • Customer Service Experience
  • Product Knowledge
  • Patience and Empathy

Certification

FDCPA

CFPB

Total Years Of Experience

5

Personal Information

Willing To Relocate: Anywhere

Timeline

Account Manager

Midland Credit Management
09.2023 - 02.2025

Member Service Specialist

Accor
05.2022 - 09.2023

Customer Service Representative

Walmart
06.2020 - 05.2022

Customer Service Representative

United Airlines
04.2019 - 05.2020

Sales Manager

DHFL Pramerica Life Insurance
06.2017 - 03.2019

High school diploma or GED -

DAV Public School

Bachelor of Arts - BA

IGNOU UNIVERSITY

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Shlok Khanna