Ashish Kumar

Ashish Kumar-Cell:- - SUMMARY Senior Collections Specialist with in-depth knowledge and experience in US Debt Collections. People centric leader with business first approach, ability to work under pressure andconnect workforce towards new business changes. Displays seamless interpersonal skills to liaise well with internal and external functions. Frontline leadership with strong employee engagement skills and dealing with ambiguity. EXPERIENCE American Express* Aug’ 15 – Present: Lead Collections Specialist (Boomerang)- worked as skill coach as well Encore Capital Group, Inc. (Leading US Debt Buyer) Feb 2012 – Aug 15:Process Expert Key Competencies:People Management | Resource Management | Quality Management | Employee Engagement | Knowledge Transfer | Customer Service | Developing DR | Process Excellence. Worked closely with Phoenix Site Director on a project of Open Communication Model (OCM)in inbound team and got handpicked as a Coach. Coached direct reports and others in the process extensively onOCM / LAVR through daily KRAs as call listening and account audit feedback. Coached through Detailed Collection Metrics and Continuous Improvement Plan. Dotted line reporting to Phoenix Site Director and AVP, direct reporting to Sr. Division Manager of the Site’s highest cash average work-group. Setting daily meetings with the leadership team and peers to improvise and overcome current challenges and discuss the way forward. Maintained good camaraderie with the concerned people across different sites. Helped Costa Rica Site to set up Spanish payer team. Accountability and Ownership of around 15 people on an average. Took escalations, verifying and adjusting payments, second voices and feedback calls on a daily basis. Took daily pre-shift huddles at process / team level to discuss performance. Drove completion of training assignment(s) and/or surveyslike Fair Debt Collection Practices Act, Process Knowledge Test, Quarterly Pulse Survey and Employee Engagement Survey etc. for direct reports maintaining tight timelines. Assisted Division Manager for Business review, providedprocesssynopsis. Led both Outbound and Inbound specialty process teams achieving monthly targets and contributing high cash collection to the site’s pool. Consistent track record of “low attrition and high performance team”. Worked in-sync with the organizational priorities and speed. Led novice and vintage individual contributors both and showed them the success path. Feb’12 – Aug’13:Collections Expert Actively participated in mentor-mentee program. Took sessions of new hired batches, shared best practices and helpedfellow teammates to achieve goals. Participated in different rendezvous sessions with executive leaders. Made outbound calls and over-achieved assigned cash targets on a monthly basis. *Encore Capital Group is a leading provider of debt management and recovery solutions for consumers and property owners across a broad range of assets. Headquartered in San Diego, Encore Capital Group is a publicly traded NASDAQ Global Selectcompany (ticker symbol: ECPG) Encore Capital Group, Inc. (NASDAQ: ECPG), a global leader in consumer debt buying and recovery. HONORS, AWARDS AND ACHIEVEMENTS Collections Expert: Recognized for being a part of corporate event team at Semi-Annual Town hall in July’15. Received “Impact Award” in Jun’16 from AVP for leading the OCM model. Was placed as a Coach in Inbound group due to significant contributions made while forming the inbound opening script as per OCM. Got handpicked to take US delegates out on a local day tour. Got awarded for my active participation in annual Corporate Social Responsibility program. Received long service award for 3 years of completion at ECPG. Got “Impact Award”from AVP in May’15 for Performance-Innovation-Execution for being a role model and influencing key business results. Also, for being a Top Group Manager of the Work-group for 5 times in a row. Recognized for being a part of the event team at Encore’s Annual Offsite in Dec’14. Recognized and thanked for being a part of Idea Lab team. Process Expert: Got promoted from Process Expert to Resident Expert. Got awarded as Top Performer of the month many times. Got awarded with Golden Chair Award for Breakthrough Results. Got awarded with Feather on the Cap Award Twice. COMPUTER SKILLS Proficient in MS Excel, PowerPoint, Outlook and Word. ACADEMIC DETAILS MBA in operation management from Sikkim Manipal University.