Prem Kumar Rasaili
Imphal
Summary
Results-driven sales, customer service, and call center professional with 12+ years of experience in international call centers and retail sales in a showroom in a shopping Mall. Skilled in high-volume call handling, face-to-face sales, customer negotiation, needs-based selling, objection handling, KPI-driven performance, CRM documentation, collections, and issue resolution, consistently converting service interactions into sales and customer retention while maintaining compliance, quality standards, and high customer satisfaction.
Overview
12
12
years of professional experience
Work History
Senior Executive – Customer Service & Collection
Global Growth Arrevio Pvt. Ltd
Faridabad
07.2017 - 12.2024
- Operated multi-line dialer systems in a high-volume call center environment
- Handled inbound and outbound calls for US customer accounts
- Communicated clearly with US customers regarding past-due balances, payment options, and account resolutions
- Managed and responded to escalations, complaints, disputes, andi inquires using approved scripts in a timely manner
- Determined appropriate solutions and corrective actions for account-related issues
- Negotiated settlements, repayment plans, and payment arrangements as per company policy
- Identified reasons for non-payment and structured realistic repayment plans
- Maintained professionalism and calm behavior during difficult collection calls
- Followed up consistently on severely delinquent and extremely past-due accounts
- Met daily call volume, productivity, quality, and compliance targets
- Maintained accurate and up-to-date customer records and payment documentation
- Ensured full compliance with FDCPA guidelines and internal quality standards
- Supported team members by sharing process knowledge and best practices
Sales Associate / Retail Salesman
M.H. Alshaya Group (Mother care)
Dubai
11.2014 - 10.2015
- Welcomed, greeted, and assisted customers in a friendly and professional manner
- Delivered face-to-face customer service in a busy retail environment
- Built strong customer relationships to increase sales opportunities
- Explained product features, benefits, promotions, and offers clearly
- Assisted customers with product selection and purchase decisions
- Achieved sales targets through upselling and cross-selling
- Processed POS billing, cash handling, card payments, exchanges, and refunds accurately
- Ensured product replenishment, stocked shelves, and proper product display
- Maintained visual merchandising standards as per company guidelines
- Stayed updated on promotions and ensured correct display execution
- Followed company policies, procedures, and service standards
- Involved in stock control activities including receiving, dispatching, delivery, and storing large volumes of stock and inventory
Executive / Assistant Production Leader
Astra Business Services Pvt. Ltd
Gurgaon
12.2008 - 04.2013
- Conducted high-volume outbound collection calls for US delinquent accounts
- Contacted customers to discuss past-due balances and payment obligations
- Negotiated payment terms, settlements, and repayment plans where applicable
- Identified causes of delinquency and offered suitable payment solutions
- Followed up regularly on overdue accounts to support revenue recovery
- Managed escalations and complex collection cases using standard procedures
- Ensured compliance with FDCPA regulations and internal call quality standards
- Documented customer conversations, payment commitments, and account updates accurately
- Assisted in maintaining team performance and productivity standards
Skills
- Strong oral and written communication with excellent interpersonal skills
- Effective negotiation, counselling, and problem-solving abilities
- Comfortable working in high-volume, fast-paced, structured environments
- Patient, calm, and diplomatic when handling customers
- Quick learner with strong understanding of policies, procedures, systems, and product knowledge
- Flexible to work rotational shifts and non-traditional schedules
Technical Skills
- CRM systems and Data Management
- Dialer systems and Call handing tools
- Microsoft office (Words and Excel)
- POS systems & Billing operations
- Data Entry & Reporting
Accomplishments
- Star Collector – May 2009 (Highest revenue contribution of the month)
- Top Collector – August 2011 (Highest revenue contribution –half-yearly)
- Star Collector – December 2011 (Highest revenue contribution of the month)
- Star Collector – January 2012 (Highest revenue contribution of the month)
- Top Collector – March 2012 (Highest revenue contribution –half-yearly)
Education
Higher Secondary Education (Science)
National Institute Of Open Schooling (NIOS) 04.2001 - 01.2006
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Nepali
Proficient (C2)
C2