Open to opportunities

piyush Naidu

@piyushnaidu

Message

Customer support and collections leader driving recovery and process improvements.

India

Message

What I'm looking for

I seek a leadership role in customer support or collections where I can improve recovery, mentor agents, and streamline escalation resolution.

I am a customer support and collections leader with hands-on experience supervising teams and managing high‑priority escalations. I drove measurable improvements in recovery and productivity while maintaining service quality.

In recent roles I supervised 28 agents, increased recovery rate by 83% within a month, and resolved 95% of escalations within 24 hours. I prepared over 100 MIS reports monthly and produced hourly reports to track agent performance and collection amounts.

I thrive in fast‑paced environments, coordinating cross‑functional teams to reduce resolution time by 40% during peak hours and coaching agents to improve communication and recovery outcomes.

Experience

Work history, roles, and key accomplishments

Team Leader - Collections

Retra Ventures

Aug 2025 - Feb 2026 (6 months)

Supervised a team of 28 collection agents handling credit card recovery, increasing recovery rate by 83% in one month and improving productivity by 15% through hourly MIS tracking and coaching.

Collections Team Leadership CRM Data Analysis Coaching Performance Monitoring Gmail

Senior Floor Assistant

Zepto

Aug 2024 - Jun 2025 (10 months)

Handled high-priority escalation chats and calls, resolved critical customer complaints and de-escalated sensitive situations, reducing resolution time by 40% during peak hours and resolving 95% of escalations within 24 hours.

Customer Support Escalation Management CRM Quality Assurance