1. CURRICULUM VITAE
Archana V. Desai
H.No:3/1,
Ramdas Garden,
West Maredpally, Secunderabad: 26
Mobile: 8121603303
Email ID: desaiarchana11@gmail.com
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CAREER OBJECTIVE
A proactive and a target driven professional with an excellent competitive ability to
work in a team as well as an independent individual. Interested in taking challenging works and a
quick learner.
Educational Qualifications
• S.S.C in Madhu Malancha High School
• Intermediate from Vidhya Vikas Junior College, Bodhan,
• B.com computers from Govt. Degree. Collage.
Certifications:
• Have successfully completed DRA certification from Indian Institute of Banking & Finance.
Acheivements:
• Achieved as a Best Tele caller in the month of August 2008 in Serco BPO.
• Achieved as a Best Tele caller in the month of September 2009 in HDB Financial Services
• Achieved the Best performance in the month of May 2014 for west Zone in Vodafone South
Limited
Strengths:
• Integrity
• Leadership
• Quick Learner
• Confident
• Ability to perform under pressure
• Solution Oriented

2. Career Recital
Organization : Vodafone South Limited (Telecom)
Designation : Zonal Collection Executive (Agency Manager)
Department : Credit & Collections
Duration : Nov 2013 – Jan 2015
Roles( Collections)
• Handling couple of Agencies as an Agency Manager.
• Calling for the Vodafone postpaid Payment Collection BKT 2 Cases of Vodafone network.
• Regular follow up for the Dispute Cases and Handling Escalation Calls.
• Visit customers for payments depending on the severity of the cases.
• Joint Visit will be done on Dispute Cases and on High Value Cases along with the Field
Executives.
• Reaching target on Daily, Weekly and Monthly DRR Basis as per the client requirement.
• Effectively managing Agencies, a Team of 25 members along with Field Executives & Tele
callers and TL
• Effectively managed the vendor management activity also.
• RNR & Training session will be arranged to the team along with the New joinee for
refreshment.
• Data collection and analysis of team performance parameters
• Coaching & feedback to mid & bottom quartile agents & mentoring top quartile
performers
• Achieve stretch targets & make decisions as well as manage complex/difficult employee
situations
Role ( Billing)
• Interacting with all the Bill printer vendor, Courier Agencies & cluster heads in delivering
the bills to the customer as per TAT.
• Sharing customer data which has E-mail ids, with the relevant department to send E-bills
to the customer-mail ids.
• Handling Customer complaints regarding bill issues within the given TAT.
• Frequent interaction with the sales & Retentions, Verification Team with respective
customer complaints.
• Penalizing the Verification Agencies for any incorrect verification of the new customers.
team will be penalised as per the penalty slab. If there is any wrong verification done
especially the new customers who has taken connection recently in 3 months.
• Educating customers about GO Green and reaching go green targets which could reduce
cost to the company

3. Role( Payment & Posting)
• Handle escalations (team and client) & work as a single point of contact for all non-
operations departments and identify, evaluate & coordinate operational, Admin, IT and
sales & collections department
• Ensuring all the payments getting updated as per TAT.
• Different Modes of payment has different TAT.
• Modes of payment are cash, cheque , Ecs & online
• Cash payment will be update with 2 to 4 hrs. Maximum over the counter & over the kiosk
machine it will be updated by the end of the day.
• Cheque payment will be updated within 48 hrs. From the time he dropped the cheque in
the Drop Box.
• No cheque payment will be done over the counter.
• Online payments will be updated within 72 hrs. If the customer does through Net Banking
& maximum 24 hrs, If he is doing with his Vodafone account by selecting Bill desk or Quick
bill pay logging into his account.
• Corporate payments (Company Accounts) which has multiple connections will be paid
through ECS to Vodafone company bank account. This will be shared to the corporate as
per the process. With more than 25 connections.
• Two different Corporate accounts will be there 1) COCP (company own company pay)
where the company takes the sim for the business purpose and the company will pay.
• 2) COIP: Company Owned and Individual pay
Responsibilities -
• Compliance Management: Audit, Train & Create awareness among all the employees
regarding various compliance programs ensuring 100% complaint in all the external and
internal audits.
• Client Management: Organize and participate in Weekly, Monthly and Quarterly reviews,
understand client’s expectations, communicate proactively with client on challenges in
delivery, Review adherence to client’s expectations, Customer Satisfaction and User
Experience.
• Process Management: Manage multiple business engagements within the vertical, identify
head count requirement, manage and recruit appropriate skill sets to be deployed on the
project, Identify opportunity areas for improvement in the processes, prepare and review
action plans for improvement initiatives, periodically analyze and review process
performance dashboards. Act as a point of escalation for all process delivery related issues,
Review skill set matrix, develop and maintain cross training plan, record and manage project
issues and escalate wherever necessary, monitor project progress and review status reports
before sharing the reports with stakeholders.
• People Management: Act as a single point of escalation for all people related issues, Define
and review rewards and recognition program on the project, facilitating training, identify and
define career path for team members in consultation with team members and support
provided by organization, Appraise people on their performance.

4. Preceding Assignments
Organization : Aegis Pvt Ltd (SCB Credit Card Collections-Recovery)
Designation : Team Leader
Department : Operations (Credit card)
Duration : March 2013 – September 2013
Role & Responsibilities:
• Regarding credit cards collection of S.C.B (OFF ROLL)
• Regular follow up for the Dispute Cases and Handling Escalation Calls
• Taking an appointment for the settlement (up to 30% to 40%) N.O.C (total o/s)
• Sending the field representative with the settlement document and follow up till the
Customer receives Settlement Letter.
• Reaching the target on Daily, Weekly and Monthly DRR Basis.
• Effectively managing a team of 15-20 member
• Ensure complete participation and contribution in organization/process level
initiatives (e.g. Absenteeism, Attrition control) that may be implemented from time
to time to improve efficiency
Organization: H.D.B. Financial Marketing Services
Designation : Tele Marketing Executive
Department : Two Wheeler loan ( X-Bucket Collections)
Tenure : July 2009 to November 2010
Role & Responsibilities:
• Regarding two wheeler loan collection of X bucket (ONROLL)
• One round of calling within 2 days & Remove the complete NC data and give to
Referral team as per the slab. For Ex: (20% of current balance can be given to referral)
• Regular follow up to the customers through callings and emails.
• High value cases are followed Every day and Even Skip tracing & direct visits are done
by Field executives
• Taking an appointment from the customer regarding the Emi+cbc charges
• Sending the confirm Promise to pay file to the field department.
• Following the field representative regarding the payment collection along with the
cbc charges and ensure it gets updated in the system within 24hrs.
• Reaching the target on Daily, Weekly and Monthly DRR Basis
• Reaching the targets and update the feedback to the Team lead

5. Organization: Serco B.P.O PVT.LTD:
Designation: Tele Marketing Executive
Tenure : May 2008 - June 2009.
Role & Responsibilities:
• Regarding credit cards collection of S.B.I(OFF ROLL)
• Regular follow up to the customer through callings
• Taking an appointment for the settlement (up to 30% to 70%) N.O.C (total o/s)
• Sending the field representative with the settlement document and follow up till
the customer receives the document
• Reaching the target on Daily, Weekly and Monthly DRR Basis
• Reaching the target and update the feedback to the Team leader
PERSONAL INFORMATION
Date of Birth : October 11, 1985,
Place of Birth : Nizamabad
Marital status : Married
Language Known : English, Hindi, Telugu and Kannada
Passport Details : L9079791
I hereby declare that all the above details are true and correct to the best of my knowledge.
ARCHANA.V.DESAI

6. Organization: Serco B.P.O PVT.LTD:
Designation: Tele Marketing Executive
Tenure : May 2008 - June 2009.
Role & Responsibilities:
• Regarding credit cards collection of S.B.I(OFF ROLL)
• Regular follow up to the customer through callings
• Taking an appointment for the settlement (up to 30% to 70%) N.O.C (total o/s)
• Sending the field representative with the settlement document and follow up till
the customer receives the document
• Reaching the target on Daily, Weekly and Monthly DRR Basis
• Reaching the target and update the feedback to the Team leader
PERSONAL INFORMATION
Date of Birth : October 11, 1985,
Place of Birth : Nizamabad
Marital status : Married
Language Known : English, Hindi, Telugu and Kannada
Passport Details : L9079791
I hereby declare that all the above details are true and correct to the best of my knowledge.
ARCHANA.V.DESAI