Summary
Overview
Work History
Education
Skills
References
Timeline
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Rakesh Saha

Sydney,NSW

Summary

Seasoned Collections and Customer Service specialist eager to take on a new role with long-term growth and development potential. Dynamic problem solver with first-rate skills in building rapport with clients and resolving problems. Offering several years of success in repayments and service positions.

Overview

6
6
years of professional experience

Work History

Collections Specialist, Pathology

Healius
11.2022 - Current
  • Reviewed delinquent veterinary pathology accounts, and contacted customers via phone and email to negotiate repayment terms and payment arrangements.
  • Assisted clients with reconciling their accounts, verified payments against invoices and statements, and collaborated with our banking team to ensure funds are allocated promptly and accurately.
  • Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status.
  • Analysed account histories, monitored payments, reconciled discrepancies, assessed disputed charges, and updated customer information in the database.
  • Worked alongside our Billings team to review discounts tailored to each client, ensuring that correct charges were waived.
  • Assisted and informed clients about the replacement of the discount process with a rebate system in early 2025.

Adviser Services Consultant

Challenger Limited
05.2022 - 09.2022
  • Assisting financial advisers with product, processing and account-specific enquiries
  • Becoming familiar with the Adviser Online portal and assisting advisers with signing up, password resets, navigation, and technical assistance
  • Experience using systems such as SalesForce and Onevue to find client information or manage accounts
  • Raising work items and triggering follow-ups for other departments, occasionally assisting them for applications, withdrawals and deceased estates matters
  • Maintaining up-to-date product information due to legislative or compliance changes (e.g. newly launched market-linked lifetime annuity option)
  • Contributing to the overall knowledge base of the team as part of my KPIs (e.g. process improvement, answers to obscure queries, or FAQs)

Collections Consultant, Customer Assist

Westpac Group
06.2021 - 02.2022
  • Operating 12 bank-specific systems and applications to input data, manage and update customer information, account status, restraints and blocks, as well loading accounts into queues for other departments
  • Recently accredited to provide hardship assistance. Am comfortable engaging in difficult conversations with customers while maintaining etiquette and sincerity
  • Highly proficient in negotiating and active listening. Able to tailor-make solutions for any number of customers no matter the circumstances
  • Confident in use of over-the-phone and messaging mediums to service customers and offer support directly to employees from other departments
  • Capable of collaborating with various departments and teams to service customer needs in an effective and efficient manner
  • Comfortable in hybrid (office and work-from-home) working models

Customer Service Team Member

Coles Supermarkets
03.2019 - 06.2021
  • Operating and maintaining a wide variety of technology including checkout machines, assisted checkout interfaces and Portable Data Terminals (PDTs)
  • Multi-tasking in a dynamic environment, from operating checkouts to managing the flow of customers, to providing product related assistance
  • Awarded Employee Of The Month in October 2019

Education

Bachelor of Business - International Business

Western Sydney University
Sydney, NSW

Skills

  • Analytical
  • Adaptive
  • Negotiation
  • Management
  • Multi-tasking
  • Quick learner
  • Technical
  • Customer service
  • Problem solver
  • Innovative
  • Professional
  • Proactive

References

References available upon request.

Timeline

Collections Specialist, Pathology

Healius
11.2022 - Current

Adviser Services Consultant

Challenger Limited
05.2022 - 09.2022

Collections Consultant, Customer Assist

Westpac Group
06.2021 - 02.2022

Customer Service Team Member

Coles Supermarkets
03.2019 - 06.2021

Bachelor of Business - International Business

Western Sydney University

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Rakesh Saha