Praveena Nagaraju
Bald Hills,Qld
Summary
Resilient Account Manager successful at handling high account volumes and tough customers with strength in negotiations, e-commerce and customer service. History of working hard to achieve and exceed expectations.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team target. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
Work History
Senior Account Manager
Pioneer Credit Solutions
06.2022 - 08.2022
- Remote/Virtual Contact Centre acquiring and servicing retail debt portfolios primary focus is to support customers to achieve their financial goals.
- The priority of Payment Assist is to avoid and reduce bad and doubtful debt through credit checking potential customers, establishing appropriate payment arrangements for existing customers and educating them about energy efficiency to avoid debt accrual.
- Ensure the debt treatment cycle progresses effectively, assess accounts to raise disconnections for non-payment and handle the external collection process.
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Organized client feedback and introduced streamlined process of replying to and rectifying complaints.
Accounts Representative
Collections House/CLH Group
02.2019 - 06.2022
- Processed client payments and updated accounts.
- Analyzed accounts for delinquencies and other ongoing issues.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns or challenges.
- Contacted customers to assess satisfaction and current needs.
- Expanded territory by executing effective warm calls and negotiating contracts.
- Oversaw account services for key regional clients.
- Entered client details and notes into system for interdepartmental access and review.
- Worked with customer to create debt repayment plan based on current financial condition.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Clients worked and Portfolios maintained for but not limited to: Queensland Councils, private schools, child care centres nationwide, Westpac-Equipement and Vehicle Finance.
- Qualifying and establishment of hardship outcomes during Covid 19 phase.
- Review for Sale of Land or other enforcement actions when required with CLH paralegal team.
- Teams worked: Commercial, Dispute Resolution, Hardship, Customer Service
- Successful outcomes through high dollar arrangements, dispute and hardship settlements.
Debt Collector
Mendelsons Lawyers
01.2016 - 02.2019
- Debt collection within Legal department.
- Build strong relationship with current clients ranging from diverse industries and entities by assisting them to collect their overdue accounts and offer limited legal informations to upgrade Legal clauses on their invoices to avert indebtedness in the long run.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor even for disputed accounts.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis and weekly progress reports delivery.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Used skip tracing and other techniques to locate debtors.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Entered client details and notes into system for interdepartmental access and review.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Identifying changes in payment patterns and propose action to avert indebtedness.
- Client Portfolios average 75 files per month ranging from diverse entities and range of industries. Legal file preparations and upsale of in house Legal services for business owners.
- Dispute resolutions and Settlements.
- Reporting Manager- Legal Collections
Customer Service & Solutions
Australian Taxation Office
06.2015 - 12.2016
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Departments worked: Individual tax return queries and ABN registration reviews.
Education
Certificate III - Financial Services
Australian Qualifications Framework
Australian Apprenticeship Arrangements08.2020
Bachelor Of Business Managament - Human Resource
University of Queensland
Brisbane, QLD12.2014
Skills
- Overcoming Objections & Diplomacy
- Communications, Teamwork & Adaptability
- Empathetic & Trustworthy
- Time Management & Organizational
- Opportunity Identification
- Account Management
Accomplishments
- Business Development: Developed strong relationships with key referral sources which resulted in increase in client referrals over one-year period which resulted in revenue growth. Award certificate provided upon request.
Languages
Malay
Professional Working
English
Full Professional
Tamil
Professional Working
Timeline
Senior Account Manager
Pioneer Credit Solutions
06.2022 - 08.2022
Accounts Representative
Collections House/CLH Group
02.2019 - 06.2022
Debt Collector
Mendelsons Lawyers
01.2016 - 02.2019
Customer Service & Solutions
Australian Taxation Office
06.2015 - 12.2016
Certificate III - Financial Services
Australian Qualifications Framework
Bachelor Of Business Managament - Human Resource
University of Queensland
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