Sarenjeet Kaur

Teleperformance Malaysia Sdn. Bhd.                     

August 2022 – Present 

Team Leader

• Directly supervises a team of 15 collectors and carries out supervisory responsibilities by the bank policies and procedures.
• Responsible for managing escalated calls and diffusing situations while creating solutions for resolution.
• Provide collectors with regular coaching sessions for soft and probing skills, along with developing formal monthly standards and deliverables for perpetual success.
• Consistency of call monitoring for the team ensures that bank policies and procedures are followed.
• Maintain systems to track collector efficiencies 
• Knows the legal aspects of collecting accounts including bankruptcy, deceased and financial crises etc.
• Interview and hire new prospective employees, delegate work responsibilities and ensure timely execution of tasks. 
• Work closely with team members to create ways to bring in revenue and find success as a group.
• Finding efficiencies in process and suggesting to the manager

Micro Focus

August 2018 – July 2021

Credit/Collections Analyst 

• Negotiates down payment with customers and company sales staff 
• Analysis and researches of customer receivables account delinquency and determine the type of communication method to facilitate payment.
• Resolves disputes related to customer payment on delinquent accounts and negotiates and ensures payment from customers.
• Recognizes trends for non-payment and resolves issues by engaging internal partners.
• Initiates the dispute resolution process with internal company partners, follows the issue, and ensures resolution for the company and customer. 
• Analyse at-risk customers and recommends account strategies to prevent delinquencies.

Air Liquide Singapore Private Limited                                    

December 2016 – August 2017

Accounts Receivable Executive

• Performing different tasks that include posting cash receipts, updating cash flow reports, researching chargebacks and making final decisions for write-off.
• Investigate and resolve customer disputes/ queries.
• Monitor customer account details for non-payments, delayed payments & other irregularities.
• Preparing and maintaining customers’ monthly reconciliation schedules.
• Reconcile bank balance; prepare month-end closing.

Global Enterprise International (M) Sdn. Bhd.    

(GEIM a member of Singtel Group)                  

April 2015 – December 2016

Credit Management Executive

• Review and monitor assigned accounts and all applicable collection reports.
• Resolves customer-billing problems and rescues accounts receivable delinquency, applying good customer services promptly.
• Collect customer payments in accordance with amount due dates.
• Identify issues attributing to account delinquency and discuss them with management.
• Provide timely follow-up on payment arrangements.
• Ensure corrective action is taken on overdue accounts in line with company policy & procedures.

Hong Leong Islamic Bank                                              

March 2013 – April 2015

Senior Executive

• Contact delinquent loan customers to negotiate repayment plans that are acceptable to the bank and customers. Customer contact is via telephone and letters.
• To manage and control all matters relating to delinquent accounts by constantly executing collection & recovery procedures and ensuring appropriate actions to ensure full recovery.
• Perform administrative work or other job functions related to collections and recoveries.
• To monitor accounts daily in the allocated queues and effectively utilize collections systems in line with the approved collections strategy.

Scope International Sdn. Bhd.                                    

January 2007 – February 2013

Service Manager

Promote to Service Manager of 15 employees in daily call centre operation. Collaborate with Operation Manager to create strategic plans to enhance customer satisfaction. Provide employees with tools to maintain and increase service levels to both internal and external customers. Works closely with other departments to promote sales contests, clarify information, and distribute reports. Gather, analyse, and reports daily weekly and monthly services statistics.

• Create and maintain staff awareness of operational risk management through training/accreditation.
• Enhanced employee performance and attendance through daily mentoring, one-to-one discussions, and motivational strategies.
• Achieve a satisfactory audit rating.
• Manage team attrition below 40% per annum.

Senior Service Banker

Transfer to CCU (Customer Care Unit)

• Issue acknowledges letter/call to the customer within 48 hours of receipt of a complaint.
• Liaison with all departments to obtain necessary information for the timely resolution of all customer issues.
• To provide an official reply to the customer on the decision and findings.
• Ensure the proper report and tracking are in place.

Service Banker

• Adhere to inbound call intake.
• Selected to coach and mentor new Service Bankers.
• Performs other related duties as assigned by management.
• Achieved perfect scores on all phone monitors throughout tenure.

Citibank Berhad                                               

August 2004 – November 2006

Citiphone Officer

• Adhere to inbound call intake.
• Performs other related duties as assigned by management.
• Achieved perfect scores on all phone monitors throughout tenure.

        EDUCATION

• NCC International Diploma in Computers
• Certificate in Network
• Matriculation Certificate