Madhuri N

Accomplished and performance-driven Senior Collection Manager with over 20 years of experience in the banking and financial services industry, specializing in credit card recovery. Expertise in team leadership, skip tracing, strategy development, and compliance. Proven success in boosting recovery rates, minimizing delinquency, and enhancing customer relationships.

Strong ability to lead cross-functional teams and optimize recovery processes through data analysis and structured planning. Good organizational, excellent communication and public relations skills. Effective and professional phone communication skills with internal and external customers required.

Portfolio Manager – Credit Card Division - Meticulous Collection Pvt. Ltd.

(2026-06)

• Lead and manage a team of 15+ collection agents.
• Improved recovery rates by 20% within the first year.
• Developed and implemented a new collection strategy, reducing delinquency by 15% YoY.
• Created training modules for new hires, improving on boarding efficiency.
• Used data analysis to identify recovery trends and optimize strategy.

Senior Collection Manager – Credit Card Division - Secure Debt Management Pvt. Ltd.

(2016-12 - 2025-09)

• Lead and manage a team of 15+ collection agents.
• Improved recovery rates by 20% within the first year.
• Developed and implemented a new collection strategy, reducing delinquency by 15% YoY.
• Created training modules for new hires, improving on boarding efficiency.
• Used data analysis to identify recovery trends and optimize strategy.

Portfolio Manager – Credit Card Division - Meticulous Collection Pvt. Ltd.

(2010-06 - 2015-11)

• Set targets and guided team leaders and tele-callers.
• Monitored key metrics: DRR, PTP, and call activity daily.
• Handled direct interaction with delinquent customers and ensured follow-through.

Portfolio Manager – Credit Card Division - Scan Guernica Pvt. Ltd.

(2008-06 - 2011-05)

• Responsible for daily planning and monitoring of recovery teams.
• Handled daily collections and managed feedback from team leaders.
• Ensured communication with delinquent customers and oversaw performance metrics.

Team Leader – Recovery Department - J.A. Consolidate Consultancy Services Pvt. Ltd.

(2002-06 - 2007-01)

• Specialized in skip tracing of difficult-to-locate customers.
• Set recovery goals and monitored daily team activity.
• Conducted regular reviews and gave feedback to tele-callers.
• Interacted with delinquent cardholders for resolution and recovery.

Tele-Caller – Recovery Department - Consolidate Consultancy Services Pvt. Ltd.

(2000-08 - 2003-05)

• Contacted customers for recovery of outstanding and minimum dues.
• Assisted in tracing skipped cardholders.
• Maintained daily follow-up and interaction with delinquent accounts.

Bachelor of Arts - Sociology - Mumbai University (1997-01 - 1998-12)

Diploma - Software Management - Com-Net Computer Institute, Mumbai