Pooja Makwana

Results-oriented Collections Team Leader with over 12 years of experience in collection operations, recovery management, quality assurance, and team leadership within the financial services industry. Proven success in leading high-performing collection teams, driving recovery strategies, improving PTP conversion, optimizing productivity, and ensuring compliance with regulatory requirements. Experienced in MIS reporting, performance analytics, stakeholder management, and coaching teams to consistently exceed collection targets.

Team Leader - HDB Financial Services

(2023-01 - 2026-06)

• Lead and manage a team of 20 collection agents, ensuring achievement of daily, weekly, and monthly collection targets.
• Maintain 90–95% Promise to Pay (PTP) conversion through effective follow-up strategies and customer engagement.
• Drive 95% team productivity by monitoring KPIs, conducting regular performance reviews, and implementing continuous coaching initiatives.
• Analyze key collection metrics including Collections, RPC, PTP, Conversion Rate, and Productivity to improve recovery performance.
• Prepare comprehensive daily, weekly, and monthly MIS reports for senior management.
• Develop collection and recovery strategies by prioritizing high-value delinquent accounts through dialer optimization.
• Coordinate with external collection agencies to improve recovery of difficult and non-contactable accounts.
• Monitor collection quality, compliance, and adherence to company policies and ethical collection practices.
• Handle escalated customer cases and negotiate payment arrangements for successful account resolution.
• Collaborate with Operations, Finance, Quality, Training, and Management teams to improve collection effectiveness and operational efficiency.
• Coach, mentor, and motivate team members to consistently achieve productivity, quality, and collection goals.

Quality Analyst - HDB Financial Services

(2020-01 - 2023-12)

• Conducted quality audits of collection calls to ensure regulatory compliance and process adherence.
• Delivered actionable feedback that improved agent performance and customer interactions.
• Trained new employees on collection processes, customer handling, compliance requirements, and quality standards.
• Identified performance gaps and partnered with Team Leaders to implement targeted improvement plans.
• Shared quality insights and best practices that enhanced operational performance across teams.

Senior Tele Calling Officer - HDB Financial Services

(2017-01 - 2020-12)

• Managed delinquent credit card accounts and consistently achieved collection targets.
• Improved account recovery through effective customer communication and payment negotiations.
• Maintained high RPC and PTP conversion through disciplined follow-up activities.
• Prevented account migration into higher delinquency buckets through proactive recovery efforts.

Junior Assistant – Accounts - Chheda Dresses

(2015-01 - 2017-12)

• Maintained financial records using Tally ERP.
• Processed invoices, payment vouchers, and vendor documentation.
• Assisted in receivables management and outstanding payment follow-up.

Trainee - IBPS

(2013-01 - 2014-12)

• Supported daily administrative operations.
• Performed accurate data management and documentation activities.

Master of Commerce - Business Management - Mumbai University (2015-12)

Bachelor of Commerce - KES Shroff College (2012-12)