RMS COLLECT PHILS. INC - Dasmariñas
October 2021 to January 2026
Professional Experience
Fingerhut FHCS – rms collect inc.
Dasmarinas,cavite
Customer Service Representative / Order Line Specialist
October 2021 – October 2022
Handled inbound and outbound customer interactions, addressing inquiries, concerns, and service requests.
Supported the Order Line department, assisting customers with accurate order placement, product selection, pricing, and payment processing.
Ensured order accuracy and compliance with company policies while meeting quality and productivity targets.
Maintained high customer satisfaction through clear communication, problem resolution, and attention to detail.
Collaborated with internal teams to resolve order-related issues and follow up on customer concerns.
Supervisor OIC (Officer-in-Charge)
October 2022 – January 2023
Served as Supervisor OIC, directly managing and supporting a team of 18 customer service agents.
Monitored daily performance metrics, attendance, and schedule adherence to meet operational targets.
Provided real-time coaching, feedback, and performance support to improve service quality and agent effectiveness.
Handled escalated customer and order-related concerns and supported agents in complex scenarios.
Acted as liaison between agents, operations leaders, and support teams to ensure smooth daily operations.
Ensured order accuracy and compliance with company policies while meeting quality and productivity targets.
Maintained high customer satisfaction through clear communication, problem resolution, and attention to detail.
Collaborated with internal teams to resolve order-related issues and follow up on customer concerns.
Escalation Specialist
January 2023 – November 2023
Managed complex and high-risk customer escalations requiring advanced problem-solving and decision-making.
Acted as a point of contact for unresolved service and order issues, ensuring timely and effective resolution.
Coordinated with operations, quality, and leadership teams to address root causes and prevent repeat issues.
Provided guidance and support to frontline agents on handling difficult customer scenarios.
Engagement Planner
November 2023 – October 2025
Designed and executed monthly employee engagement activities, including U.S. and Philippine holidays, promoting inclusivity and team morale.
Led iQor-owned initiatives such as Customer Service Week and Iqorian Values Week, aligning programs with company values and operational objectives.
Developed targeted engagement programs addressing attendance and retention challenges, contributing to improved employee satisfaction scores.
Partnered with site directors and operations leaders to analyze survey results and implement data-driven action plans.
Managed end-to-end planning of major events, including themed celebrations, contests, and recognition programs.
Coordinated client visits and special projects, ensuring seamless execution and positive client experience.
Oversaw vendor coordination and managed ad hoc purchasing for engagement events and initiatives.
Customer Service Representative / Order Line Specialist
Collection ETC - Winston Brands
October 2025 – January 206
Handled inbound and outbound customer interactions, addressing inquiries, concerns, and service requests.
Supported the Order Line department, assisting customers with accurate order placement, product selection, pricing, and payment processing.
