Kavita Sahu

Leading and managed a team of customer service reps and supervisors, driving performance and development. Overseeing daily operations, ensuring compliance with KPIs, SLAs, and company policies. Resolving complex customer issues, enhancing overall satisfaction and implementing feedback-driven improvements. Identifying process improvements, collaborated on workflow optimizations, and integrated new technologies. Preparing and presented performance reports, utilizing data to guide strategic decisions. Built strong client relationships and represented the customer service team in senior management discussions.

Handle an A/R profile of 30 CR on platforms of bill payments and cards (both virtual and physical cards), ensuring smooth operations. Facilitation of Customer Needs: Expertly guide customers in defining their needs and managing timelines with a thorough grasp of requirements. Conduct flawless onboarding, meticulously collecting documents from partners. Rapport Maintenance with Sales, Product, and Support Teams: Maintain excellent rapport with sales, product, and support teams to ensure each aspect of the customer journey meets expectations. Customer Support via Phone Calls/Emails: Complete phone calls and emails to ensure customers receive comprehensive support during the onboarding process. Customer Relationship Transition: Successfully transfer customer relationships to a customer success manager after the onboarding process. Demonstrate phenomenal skills in managing customer service, collections, settlements, and dispute resolution processes. Initiative in Launching New Initiatives and Partnerships: Show exceptional initiative in launching new initiatives and partnerships with partners, driving innovation and growth.

Conducted thorough due diligence searches across various platforms, including Western Union, Sendwave, Instant Cash, Yes Bank, Equity, United Bank of Africa, Xendit, and internal databases. AML Regulation Compliance: Strategically interpreted and applied AML regulations, advocating for necessary compliance changes. Customer Onboarding and Documentation: Executed seamless customer onboarding, meticulously collecting documents from partners to ensure efficiency. Transaction Pattern Analysis: Employed advanced analytics to dissect financial statements, identifying and addressing irregular transaction patterns proactively. Due Diligence Searches: Conducted exhaustive due diligence searches across diverse platforms and internal databases, ensuring comprehensive risk assessment. KYC and Enhanced Due Diligence Standards: Implemented and upheld robust KYC and enhanced due diligence standards, safeguarding against financial risks with precision. Record Tracking and Compliance: Diligently tracked KYC file statuses and customer record activities, ensuring strict adherence to compliance timelines and regulations. Operational Management and Dispute Resolution: Executed exceptional operational management, leading teams in delivering outstanding customer service, resolving disputes, and optimizing collections and settlements. Pioneering Partnerships and Initiatives: Spearheaded innovative initiatives and forged strategic partnerships with payment partners, driving organizational growth and industry leadership.

Successfully reduced provisions/write-offs from 13% to 2%, demonstrating effective financial management and risk reduction strategies. Client Categorization and Contract Optimization: Employed strategic client categorization to optimize contracts, profitability metrics, and relationship management. Risk Mitigation Strategies Implementation: Led the implementation of innovative recommendations to effectively reduce risk or loss. Credit Card Acceptance and Approval Oversight: Oversaw all aspects of the credit card acceptance and approval program, particularly within the dynamic business-to-business distribution sector. Accounts Receivable Monitoring and Analysis: Conducted thorough reviews of accounts receivable reports to meticulously assess the status of collections and outstanding balances. Collection Policy Evaluation: Evaluated current collection policies and procedures, leveraging insights to recommend impactful improvements. Comprehensive Collection Activities Management: Managed all collection activities, billing, and accounts receivables, ensuring meticulous coordination and swift action. Career Advancement and Attrition Management: Led career advancement initiatives with two promotions within three years and maintained a zero-attrition rate, demonstrating exceptional leadership and employee engagement.

Team Leadership and Resource Planning: Inspired the team to deliver top-notch billing solutions to driver partners, setting a service benchmark. Strategically planned resources to align with forecasting for optimal staffing levels. Managed the employee lifecycle strategically to ensure consistent goal achievement and high-performance standards. Daily Billing Operations: Vigorously oversaw day-to-day billing operations, ensuring precision and efficiency at every step. Prompt Resolution of Customer Service Issues: Swiftly addressed customer service issues, resolving concerns promptly to uphold satisfaction levels. Empowered team members by setting ambitious service goals and providing robust support for their attainment. Development of Procedures and Policies: Strategically crafted procedures, policies, and standards to streamline billing and customer service operations. Drove innovation by developing and implementing cutting-edge customer service policies and procedures.