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Prathima V

# 26, 2^nd Main, 2^nd Cross, S.K.Garden, Benson Town Post, Bangalore - 560046

Mobile: +91 99451 11475 | E-mail: prathimav84@gmail.com

SUMMARY

Industry Experience

7 years of experience in banking industry that includes: ·         Complete management of Client relationships, to anticipate & understand their needs and deliver solutions to them with superior products and expertise, recognize cross business opportunities with foresight to their financial goals. Solicit, Listen & respond to their feedback with focus on customer delight.                  . ·         Complete Customer debt management process from skip tracing a customer base, identification of ‘Reason’s for delinquencies’, providing solutions t o       overcome debts, Creating EMI based options to ease debt load. ·         Complete audit process from imbibing RBI regulations in the process, to     maintaining and filing necessary audit documents and data security.

Business &   Technical Skills

Business & technical skills and expertise in the following areas: ·         Revenue generation for other business models of the bank including  Credit Card     business, Business lending, Trade services and NRI    business. ·         Vendor management process from identifying new external debt  collection agencies, recruiting and training debt collection personnel,  Creating and Maintaining MIS’ for mapping performances and   identifying areas of growth. Salaries and incentives. ·          Managing targets, creating new techniques to overcome business lags ·         Team management skill, handling over 25 people at any given point of   time.

WORK EXPERIENCE

CITIBANK July 2011 – April 2013	Assistant Manager – Priority Banking Service (CITIGOLD) Client Service & Operations: ·         To ensure high level of client engagement & satisfaction by maintaining frequent contact and interaction. Work in close association with the Wealth Management team to monitor & deliver solutions to their banking & wealth management needs. ·         To ensure the process controls and compliance at the branch are as per the laid down norms & guidelines with smooth functioning of the branch operations across the service desks and specific focus on key deliverables for audit and controls. ·         To conduct customer meets and branch events at regular intervals in order to make them aware of the changes in the banking standards & offerings.                                        . ·          To contribute to the branch revenue with key focus on CASA growth in line with the business model. Revenue generation from consistent insurance renewals collection and acquisition of new to bank client is actively monitored. ·         To build up the CA Balance Sheet of the branch with key focus on revenue generation through FOREX & Trade services. Certification: Certified with the NSE Certification in Financial Markets- Depository Services Module and hence responsible for carrying out the Demat operations from the branch.
HSBC June 2008 – Aug 2010	Assistant Manager – Debt Management ·         Customer Management -         Handled various portfolio levels of Credit Cards, Personal loans & SME across delinquencies starting from 2 to GCL. -         Prioritising resolution on high level escalation -         Ensure maximum resolution by roll back of accounts through cash recovery & regularization -         Offering Easy pay options and end to end debt management needs to resolve customer issues -         Liaising with various departments to resolve customer queries -         Offering settlements and closures to reduce stock overload ·         Vendor Management -         Handled Pilot debt collection agencies with over 25 personnel -         Evaluating calls on a monthly basis from the reporting telecallers and producing weekly and MTD call evaluation reports to the Quality Head and Training Unit. -         Handled salaries and incentives of the agency staff. maintaining cost / FOS ratio -         Sending consolidated MIS to the agency and reviewing the daily performance of the agency -         Maintaining and documenting agency reports for performance reviews -         Create and document monthly performance letters -         Maintaining bio data creation of ID cards -         Maintaining and cross-checking the bills of the agency -         Conducting regular training to the agency staff -         Won Thanks award for continuous top performance    ·         Audit Management -         Maintaining and documenting agency reports for audit purposes -         Reconciliation of receipts on a weekly basis to prevent fraud -         Maintaing data purging and data security documents -         Maintaining and renewing valid agreements between the agencies and the bank. -         Maintaining and reconciling no due letters and service tax documents from the agencies ·         Target / Strategy Management -         Achieved the set targets every month -         Continuous creation of contacts in the market to help induce increment in collections -         Continuous application of new strategies to maintain smooth collections -         Reviewing Collection statistics and implementing strategies to prevent flow through of accounts, control delinquencies, control cheque bounces -         Created various techniques for skip tracing
Citigroup Global Services  Limited (now TCS) June 2005 –May 2008	Team Leader – Debt Management -  Handled multiple portfolios like Corporate, Structured  repayment & Settlement queues. -         Led the team to exceed set targets -         Evaluated Telecallers performance -         Handled bucket 4 telecalling -         Analysed & generated MIS reports -         Managed customer queries. -         Handled escalation calls/ Monitored attendance -           Tele Caller – Debt Management
	-         Managed customer queries on soft and hard buckets -         Offered Debt solutions to customers to clear Outstanding payments -         Won 4 awards for top performance

EDUCATION

2010	Symbiosis Centre for Distance Learning Post Graduate Diploma in Business Administration (PGDBA)   Specialisation - Finance
2002 - 2005	Mount Carmel Institute of Management Bachelor in Business Management (BBM) Specialisation - Finance
2000 - 2002	Mount Carmel College
2000	Gulabi Girls High School

PERSONAL

Interests	n  Athletics, Music, Dance n  Fluent in English, Hindi, Kannada & Konkani
Personal Details	n  Date of Birth -  July 21st , 1984 n  Nationality -  Indian

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