1. 1
Rajeev Kapoor
C A R EER O B JE C TIV E
Highly motivated individual & Keen to apply my knowledge and skills in an organization
where I can contribute as a team member to the growth and development of a
professional organization while continually improving my own skills.
W O R K E X P ER I EN C E
Working with AGL Energy Ltd since June 2008 till current.
(From July 2013 - Current)
Position: Credit Specialist - Third Party Collections
Roles & Responsibilities:
 Actively referring debt to third party collection agencies.
 Actively managing queries from Customer Advocacy team to resolve issues
relating to credit default.
 Actively managing queries from all mercantile agents (Probe, NCML,
Recoveries Corp, Collection House and D&B) in relation to settlements,
disputes & investigations.
 Actively managing queries from internal stakeholders in relation to any
escalation, dispute & investigation regarding the collection process.
 Maintaining effective relationship with internal and external stakeholders.
 Reconciling mercantile payment reports and validating commission paid.
 Keeping up to date with Energy Retail Code/Regulatory requirements to
answer any questions while representing AGL in court.
 Actively managing legal queries from Mid-state Credit Collect in relation to all
legal matters regarding AGL & Power Direct accounts.
 Actively attending the Pre-Hearing Conferences & Hearing sessions held in
Magistrate’s Court.
 Approving all debt settlements and applying it towards the accounts.
 Identifying any process gaps in debt collection process & providing feedback
to the relevant departments.
 Actively reconciling & processing all the invoices received from third party
collection agencies.
 Actively managing end to end mercantile process from debt referral to
invoicing.
31, Bronson Circuit
Hoppers Crossing VIC 3029
Mobile 0433253420
rajeevkapoor78@gmail.com

2. 2
(From January2012 - July 2013)
Position: Staying Connected Case Manger
Roles & Responsibilities:
 Actively manage portfolio of residential customers in financial hardship
 Provide options to customers by offering a range of Staying Connected payment
plans and support options that balance AGL’s and customer’s requirements.
 Develop relationships and provide effective, supportive and reliable
communication with internal/external customers and stakeholders.
 Comply with regulatory obligations and AGL policy.
 Manage debt levels of allocated caseload – ensure payment plans, debt
outstanding and consumption are discussed with each customer at least once
every three months. Investigate energy use with customers including investigating
high bills and providing energy saving advice. Deal expeditiously with routine
inbound customer high volume enquiries for Staying Connected Customers,
resolving issues and avoiding escalations e.g. billing, payment extensions and
movers queues.
 Working as a backup specialist because of specialist level of SAP skills & good
command on MS Office.
 Sending files to Credit Specialist for broadcasting of SMS for URGS and HEEAS
 Sending files to Centrelink to set up Centre Pay.
 Dealing with Ombudsman enquiries from ACT Civil and Administrative Tribunal.
 Printing and mailing URGS and HEEAS letters to the customers.
 Sending files to offshore team for uploading notes in SAP.
 Assisting team members with their queries.
 Collating of URGS and HEEAS reports and sending files to offshore team to apply
credit on customers’ accounts.
(From June 2008- January 2012)
Position: Customer Resolution Consultant
Roles & Responsibilities:
 Dealt with residential and business customers (SME).
 Achieving quality compliance KPI.
 Assisting internal departments.
 Handling different types of enquiries and maintaining effective relationships with
customers.
 Assist new team members.
 Keeping customers in mind and meeting their expectations by one call resolution.
 Receiving Inbound Calls.
 Handling Billing, Movers and Payment Assistance enquiries.

3. 3
 Handling payments calls and assessing them for Hardship if applicable.
 Taking escalations from Customer Care team and resolving enquiries.
Envoy Direct Pty Ltd (From March 2005 - June 2008)
Position: Sales Representative
Roles & Responsibilities:
 Customer focused selling.
 Meeting people from diverse backgrounds and gaining their trust and respect.
 Rapport building with customers.
 Sales potential representative on behalf of TRU ENERGY.
 Warm and cold calling customers.
 Actively marketing TRU ENERGY products and doing door to door selling.
 Meeting weekly and monthly KPIs.
 Maintaining the team’s sales register and recording daily sales.
 Top Sales representative for the company.
 Selling TRU Energy’s gas and electricity products.
 Conducting team meetings and outlining the expectations for the sales
representatives.
 Acting as a Field Manager in the absence of the manager.
 Writing minutes of the team meetings.
E D U C A TI O NA L Q U AL IF I C AT IO N
 Masters in Accounting (Melbourne)
 Bachelors of Commerce (New Delhi, India)
C O M P UT ER S K ILL S
 Diploma in MS Office (complete suite)
 MYOB
 SAP CRM
 Silica
 SQL
L A N G U AG ES K N O W N
English, Hindi and Punjabi
R E F E R EN C ES can be provided on request

4. 4