JAGAN KANCHARLA

Experienced Operations Assistant proficient in documentation, expense tracking and recordkeeping. Successful at managing everything from maintenance to financial needs. Experienced with overseeing multiple projects simultaneously.

• 03/2021, Present, STARTEK - JEMENA GAS & Electricity Faults, BOH - GAS customer support, Handling inboxes, coordinating with contractors and updating the job status to customers., Replying minimum of 80-100 emails per day., Dispatching plans to the contractors for mains extensions by using SAP., Assessing new connection applications and approving the same as per guidelines prescribed., Taking calls from FOH team and advising them about new connections update., Escalating new connections cases where ever required.
• 03/2021, 11/2021, STARTEK - JEMENA GAS & Electricity Faults, FOH Customer Service Agent, Providing high level of customer service to gas customers., Providing better solutions to new connections customers for faster connection., Creating tickets on C4C and providing the same to customer for better follow up., Actively handling retailer calls and providing better service., Active listening, empathizing and providing accurate information to customers., Handling irate customers and providing best solutions., Escalating the genuine cases to E&C team for follow up., Handling gas faults and electricity planned outage calls., Effectively emailing B2B communication timely.
• 11/2020, 03/2021, TSA GROUP - PIONEER CREDIT, Collection Officer, Examine the allocated accounts and determine the best course of action to resolve., Inbound & Outbound phone calling for negotiating payment terms and finding resolutions using problem solving and interpersonal skills., Responsible for skip tracing and search for the right person to contact using various tools., Managing portfolio and responsible for collections and arranging payment arrangements., Ensure collections are performed in compliance with the privacy act., Accessing the customer financial situations and assisting them in deciding payment plans., Providing win-win solutions for the clients and try to make them debt free., Identifying customer concerns, resolve any issues which arise, escalate through the relevant channels when required.
• 06/2020, 10/2020, SWITCH TO GREEEN (MELBOURNE), Admin/Accounts Assistant, Provide solutions to our customers using high levels of empathy and applied understanding., Demonstrate high standard of customer satisfaction., Adhere to individual KPIs and targets and aim to exceed., Contribute to overall team morale and positive work culture, Place outbound calls to customers to remind them about their dues., Negotiate and collect outstanding amounts owed to us., Provide accurate and timely responses to enquiries., Manage and resolve customer complaints in line with company and client policies, Document all information on customer interactions according to standard operating procedures, Liaise with internal stakeholders to assist in resolving any wider issues blocking payment, Follow the Quality Assurance guidelines to ensure a great customer experience, Regular update to our Operations manager on the progress and report the outcomes, Setting up new accounts and invoicing
• 09/2019, 04/2020, LINFOX LOGISTICS, Accounts Assistant / Collections - Casual, Working on the Overdue Invoices by keeping a track of promised dates., Assisting the Accounting department by performing clerical tasks, Escalating calls to next level when required., Recording the conversation in MYOB for future references., Entering data and maintaining accurate records., Generating Invoices and preparing the bills by using MYOB., Bank statement reconciliations and processing collection entries in system., Taking care of administrative tasks when required.
• 2014, 08/2019, SREI EQUIPMENT FINANCE LTD (INDIA), Collections Manager, Headed a portfolio of 1200 Crores Accounts Receivable /Collections for 0-60 Bucket., Headed PRE-OWNED collections team for a period of 1.5 Yrs for two states all buckets., Awarded as the BEST COLLECTION MANGAER OF THE YEAR in PRE-OWNED COLLECTION 2015-16., Earlier to Nov'15 looking over SME & RETAIL collections for Telangana with a team of 11 Members (090 Bkt)., Tracking competition on products, infrastructure and initiatives and asses the resale value of second assets., Formulated and initiated time bound action plan for improving the collections and reducing the NPA cases as a Head of the Collections Team., Monitoring and reviewing portfolio trends to ensure strict control over delinquency management and optimize net credit loss. Coordinating with recovery agencies for seizing of assets., Identifying and initiating new relationships, loan structuring, term negotiation, closing, on-going relationship management and collection/ workout of problem loan situations.
• 2010, 2014, SREI Infrastructure Finance Limited, Collection Officer, Answering inbound and outbound calls., Advising on repayment plans to suit level of debt and customer circumstances., Adhering to legislative guidelines and the Privacy Act., Facilitating advanced collections activity, such as sending letters of demand and reminder messages., Referring customers to independent financial advisors., Improve operational processes., Plan course of action to recover owed money, Locate and contact debtors, Negotiate payoff deadlines and payment plans., Identify gaps in the system and recommend solutions, Update account status and database regularly, Comply with requirements when legal action is unavoidable
• 05/2007, 02/2010, Srei Infrastructure Finance Limited, Admin Assistant, Maintaining a clean and enjoyable working environment, Handling external or internal communication or management systems, Managing clerical or other administrative staff, Organizing, arranging and coordinating meetings, Sorting and distributing incoming and outgoing post, Data entry of different types of documents.

• A result oriented professional with nearly 13.5 years of Customer Service Experience, Client Relationship Management, Team Management, Accounts Receivables and Operations.
• Highly driven and motivated, capable of working in a team or individually.
• Highly skilled and well organized in providing premium customer service in every interaction.
• Customer focused, energetic and a passionate professional with a technological mind, adept in delivering immaculate customer service. A proactive team player with strong problem solving and communication skills as well as the ability to work in a high-pressure environment.