DATTASAI MUKESH MAMILLAPALLI
Summary
Resourceful Customer Service Representative with seven years of experience in face-to-face and telephone customer service across collections, energy, logistics, retail, and public transportation sectors. Consistently meets and exceeds productivity goals. Proven capacity to troubleshoot issues, maintain a high level of professionalism, patience, and efficiency to enhance customer experiences and increase customer loyalty
Overview
9
9
years of professional experience
Work History
Senior Collections Officer
Hudson Recruitment
03.2024 - Current
- Manage high volumes of outbound and inbound calls, as well as email communications, engaging with stakeholders, clients, solicitors, and third parties within a fast-paced insurance claims environment.
- Ensure exceptional customer experience while focusing on efficient collection processes.
- Negotiated settlements with debtors to recover outstanding balances while preserving client relationships
- Reduced outstanding receivables by devising customized repayment plans for clients in financial distress
- Investigate and resolve complex disputes related to vehicle incidents, applying analytical skills to reach equitable solutions.
- Review and process requests for financial hardship assistance in accordance with established procedures and policies.
- Collaborate with teams to maintain compliance with regulatory requirements and company standards, contributing to continuous improvement initiatives in collections operations
Energy Specialist
Accenture, Origin Energy
08.2023 - 02.2024
- A multifaceted approach to customer service, including proactive customer outreach, onboarding, and offboarding processes.
- Collaboration with energy distributors and metering providers to ensure smooth technical operations.
- Customer support spans a wide spectrum, encompassing assistance with broadband inquiries and sales, billing, and metering issues, as well as the negotiation of payment plans and hardship scenarios.
- Engaging in business-to-business interactions through phone and email, addressing questions about the company's products and services, and efficiently managing and resolving customer complaints.
Case Manager
Probe Group
09.2021 - 07.2023
- Portfolio-based collections, which involve customers owing high amounts.
- Working with internal account managers by assisting with their queries and completing complex reconciliations.
- Achieving optimal resolution for disputed invoices and addressing customer complaints effectively.
- Reporting on a daily/weekly and monthly basis on the work done.
- Working in this position requires comprehensive knowledge of the processes, procedures, and systems related to the collections element of the client.
Collections Officer
Probe Group
02.2021 - 08.2021
- Collections specialist in a collections capacity, handled high-volume inbound and outbound calls on current and past due high balances.
- To negotiate, collect, and resolve account issues to restore accounts to current status by finding solutions
Payroll/Store Services Assistant
Woolworths - Balaclava
04.2019 - 01.2021
- Working in an office environment involved handling all cash transactions and performing payroll duties using Kronos (CRM) payroll software.
- Administrative duties include processing invoices, filing sensitive personnel files and records, and assisting with ticket integrity.
- Liaising with all types of employees, from casual to higher management
Customer Service Team Lead
HOBAN Recruitment for PTV
06.2017 - 02.2020
- Providing customer service to Melbourne Metro Trains and Yarra Trams customers during disruptions as part of Level Crossing Removal and Melbourne Metro Rail Authority occupations.
- Working in teams to survey passengers boarding and alighting trains and trams during peak hours.
- Handling special needs passengers and escalating issues requiring close attention.
- Sending compiled data to Public Transport Victoria (PTV) for analysis of peak loads during weekdays.
- Participating in customer service initiatives during Melbourne New Year's Eve, Australia Day parades, and Moomba Festivals to guide large crowds throughout the city precinct.
Data Analyst (Intern)
World Vision Australia
02.2018 - 06.2018
Associate Data Analyst
HCL Technologies Pvt Ltd
06.2015 - 09.2016
Education
Master of Business Analytics -
Deakin University
10.2019
Skills
- Critical thinking
- Conflict resolution
- Conversational ability
- Customer Service
- Problem-solving abilities
- Call centre experience
- Computer Proficiency
- Microsoft Excel
Timeline
Senior Collections Officer
Hudson Recruitment
03.2024 - Current
Energy Specialist
Accenture, Origin Energy
08.2023 - 02.2024
Case Manager
Probe Group
09.2021 - 07.2023
Collections Officer
Probe Group
02.2021 - 08.2021
Payroll/Store Services Assistant
Woolworths - Balaclava
04.2019 - 01.2021
Data Analyst (Intern)
World Vision Australia
02.2018 - 06.2018
Customer Service Team Lead
HOBAN Recruitment for PTV
06.2017 - 02.2020
Associate Data Analyst
HCL Technologies Pvt Ltd
06.2015 - 09.2016
Master of Business Analytics -
Deakin University
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