11 years of experience in the BPO, I have handled accounts for Customer Service, B2B, Financial, Credit and Collections, Mortgage, Accounts Receivables Sales, Healthcare and Recruitment.
My most recent post was an Operations Manager for a B2B US Accounts Receivables/Billing and Collections Portfolio. I was directly reporting to the client and provides Bi-weekly Business Reviews while handling Collectors and Billing Analysts.
Prior to my Operations Manager post, I was a Deputy Manager for a UK Healthcare and Recruitment account. As the Assistant to the Operations Manager I was overseeing Manila Operations whilst coordinating with Business Development Managers, Area Managers and Regional Managers. I also handled Team Leaders, department heads, Managed KPIs and provided reporting to the client.
I have worked for a US email support campaign as a Circle Leader, a digital payment platform catering to merchants and consumers, overseeing operations, handling a team of Customer experience managers and managing CSAT
I had a short experience working as a Sales Manager for a UK based staffing solutions provider delivering healthcare professionals, managing Customer Relations Consultants, worked with UK Area Managers and Business Development Managers to build a robust and strategic approach towards business development.
I got the chance to work as a Service Delivery Leader for an Australian company based here in the Philippines who caters to brokers in AU for mortgage loan. I handled 20 clients and 29 staff members including Team Leaders at the time.
I have proven my skills which gave me an edge when I got promoted to a Team Lead post with my first BPO (after less than 2 years of being an agent) where part of my deliverables were Daily/Weekly/Monthly Business Review reports submitted to clients, Agent Scorecard, Performance Review, Coaching, Quality Audits, Call Calibration, Incentive Proposals/Review and People management whilst handling 6 different Lines of Businesses.
Have also worked as an Admin/HR/Payroll for a local employer for 6 years which caters credit information services to well known banks such as BDO, Metrobank, HSBC and Unionbank.
Tools Experience: Salesforce, Zendesk, ServiceNow, PowerBI, Slack, MS Office Tools, Zoom,??Skype, Sap, Maestro QA, Sprout and Getpaid
Skip Tracing Tools (Tica, RPdata, Collector's insight, vedasearch/Veda etrace, FCS online and detective desk)
Achievements
Global TL Awards - Best TL for Passion 2016
Top Team Lead for Apac 2015
Top Team Lead for Thorn 2015
1st party collections – US & Australia
3rd party and Mercantile collections – Australia
Credit Verification
Customer Satisfaction Survey
Extensive Skip Tracing
Over All Campaign POC
Metric analyst for Team KPI
Client Phasing (QBR, MBR and WBR)
Adept with Australian Securities & Investment Commission
Adept with Australian Credit & Consumer Commission
Proficient in MS Office Tools
Excellent Customer Service
Efficient Oral and written communication (Business English)
