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Mudda Raj Kumar

Collections Manager • Hyderabad, India • m************@gmail.com • +91*******803 • drivetube.ai/•••••

Professional Summary

Collections Manager with 6.4 years of experience leading banking debt-recovery teams for home and business loan portfolios. Proven record improving collection rates, resolving escalations, implementing compliance-led collection processes, and partnering with stakeholders to strengthen portfolio health.

Technical Skills

Tools and Methodologies: Collections CRM,Dialer,Telecalling Platforms,MS Excel,MS Office,Reporting & Dashboards
Collections & Recovery: Collections Management,Debt Recovery,Home Loan Collections,Business Loan Collections,Repayment Plan Structuring,Field Collections
Operations & Compliance: Regulatory Compliance,Banking Collection Processes,Escalation Handling,KPI Management,Process Improvement
Customer & Stakeholder Management: Customer Relationship Management,Customer Dispute Resolution,Negotiation,Stakeholder Collaboration,Customer Retention
Analysis & Communication: Performance Monitoring,Data-driven Decision Making,Customer Segmentation,Communication,Time Management

Work Experience

HDB Financial Services
Hyderabad, India
Collections Team Lead
Feb 2020 – Jun 2026
Worked at an NBFC supporting home and business loan portfolios; led recovery operations across telecalling and field channels in a compliance-driven banking environment.
Tech Stack: Collections CRM, Dialer, Telecalling Platforms, MS Excel, MS Office, Compliance Tracking Tools
  • Led collections operations for home and business loan portfolios across field and telecalling channels, introducing structured follow-up and negotiation approaches that contributed to a ~25% increase in overall collection rates.
  • Managed end-to-end banking collection processes while ensuring adherence to legal and regulatory guidelines, standardizing workflows to reduce compliance-related incidents and maintain audit readiness.
  • Monitored team performance and set measurable recovery targets; implemented performance-tracking routines and coaching that improved team productivity and target attainment.
  • Handled escalated and complex dispute cases, negotiating repayment plans and settlement structures to recover dues while preserving customer relationships; resolved ~90% of escalations within two weeks.
  • Collaborated with internal bank stakeholders to align collection strategies, share portfolio insights, and adjust segmentation tactics to improve portfolio health and reduce delinquency trends.
  • Introduced communication templates and negotiation scripts and streamlined field-to-telecalling handoffs, reducing case turnaround time and improving consistency in recovery execution.
Hana Software Solutions
Digital Marketing Executive
Oct 2018 – Apr 2019
Worked in a software services environment executing digital marketing campaigns to generate leads and increase product visibility across digital channels.
Tech Stack: Google Analytics, Social Media Platforms, Email Marketing Tools, MS Excel, Advertising Platforms
  • Planned and executed multi-channel digital campaigns across social media, email, and search to drive lead generation and brand visibility for software services offerings.
  • Conducted market and competitor research to inform audience targeting, messaging, and channel mix, improving campaign relevance and engagement.
  • Defined campaign goals and KPIs and tracked performance using analytics to optimize ongoing campaigns and reallocate budget to higher-performing channels.
  • Coordinated creative and content assets with internal and external teams to ensure on-time campaign launches and consistent messaging across channels.
  • Analyzed campaign performance data to produce weekly reports and actionable recommendations for improving CTR and conversion funnels.
  • Managed campaign budgets and vendor relationships, ensuring campaigns remained within planned spend while meeting performance targets.
Ariel
Customer Relationship Officer
Aug 2017 – Feb 2018
Provided front-line customer support handling inquiries, complaints, and feedback across phone and email channels to maintain service quality and retention.
Tech Stack: CRM Systems, Telephony Systems, MS Excel, MS Office, Customer Feedback Tools
  • Handled customer inquiries and complaints via phone, email, and in-person channels, achieving timely resolution and maintaining high satisfaction levels.
  • Diagnosed customer issues, applied product knowledge, and proposed appropriate solutions or escalations to protect revenue and improve retention.
  • Documented customer interactions and outcomes in CRM to ensure accurate records and support continuous service improvement.
  • Collaborated with internal teams to escalate unresolved issues and track resolution status until closure, reducing repeat complaints.
  • Used customer feedback and interaction data to suggest service improvements and inform training needs for the support team.
  • Supported sales and cross-sell efforts by identifying customer needs and recommending relevant products or services during interactions.

Education

Prakasam Engineering College
B.Tech, Electronics and Communication Engineering • India • 2011 – 2015

Achievements

  • Best Performing Award · HDB Financial Services (2 consecutive years): Recognized for top performance in collections and consistent contribution to portfolio recovery and team results.

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