YOGESH MADHUKAR JADHAV

Responsibilities: Inbound and Outbound Calls Management that include managing –Quality Team leads, Consumer Affairs Team Leads, Process Excellence Team Lead, Client interaction, actioning of correspondence with client and their customers. Provide creative and strategic solution to keep business and inhouse IT developers.

• Managed a large US based charged credit card account. The scope of the program involved late stage collections (Charged off). This include various lines of business namely Consumer, Corporate & Skip.
• Supervision and execution of USA based FDCPA, CFPB and Reg-F compliant based operations regulatory requirement for Accounts receivables management inventory on charged off a/c.
• SPOC representing Operations for written documents execution as per laid down SOP’s.
• People Management, Time Management, Client Relationship Management, SLA / KPI Delivery.
• Conducting regular Audit, Sharing feedback, Do analysis for the

continual improvement of process, prepare analysis and action plan for

keeping defects to minimal.

• Identifying Capacity limitations, bottlenecks, and suggesting POA for interim and permanent fix solutions for continual improvement.
• SPOC for representing Synchrony Bank portfolio Operations for strategy designing and implementation for Livevox dialer campaigns.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Handling consumer complaints enquiries (Escalation calls & Written documents) as per SOP.