ALTHEA SANCHEZ
Operations Supervisor
Pasig City
Summary
Experienced Collections Supervisor with 10 years of expertise in researching and collecting funds from diverse consumer groups. Established and mentored a highly capable team of collections agents, reducing customer disputes and optimizing collection amounts. Proficiently managed administrative responsibilities associated with leadership, including meticulous documentation and efficient scheduling.
Overview
18
18
years of professional experience
7
7
years of post-secondary education
Work History
Collections Supervisor
Neuroncredit Financiang Inc (Atome)
10.2022 - Current
- Enhanced customer satisfaction by training team members in effective communication and negotiation techniques
- Promoted positive work environment by actively addressing conflicts and providing constructive feedback as needed
- Leveraged extensive industry knowledge and expertise to provide valuable insights and recommendations for process improvements, resulting in increased collections success
- Improved collections efficiency by establishing clear guidelines and expectations for team members
- Boosted team morale and productivity with regular performance reviews, feedback sessions, and recognition of accomplishments
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
- Built highly efficient administrative team through ongoing coaching and professional development opportunities
- Prepared and delivered performance reviews of 16 collections agents to support continuous improvement of department
Senior Collections Supervisor
HC Consumer Finance Philippines Inc (Homecredit)
1 2014 - 9 2022
- Established performance metrics to evaluate team success and identify areas for improvement.
- Improved team productivity through ongoing coaching, training, and performance evaluations.
- Trained new team members on scripts, company services, and collection strategies.
- Scheduled regular team meetings to review goals, analyze results data, discuss challenges faced during collection process.
- Managed escalated customer issues, providing resolutions that balanced both company interests and customer needs.
Customer Service Representative
Results Manila Inc.
03.2013 - 09.2013
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided excellent customer care by responding to requests, assisting with product selection.
Secretary
P.K.S.S
03.2012 - 02.2013
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Secretary
C.T.D Interiors
09.2007 - 10.2011
- Maintained accurate records of office expenses, assisting in budget preparation and cost control efforts.
- Improved office workflow by redesigning document submission process.
- Scheduled appointments and conducted follow-up calls to clients.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
Customer Service Representative
Sterling Global Call Center
03.2007 - 08.2007
- Professionally take orders through phone calls
- Assisted customers in placing online orders, improving overall user experience.
- Managing orders, inquiries and complaints.
Education
Bachelors Degree - B.S.B.A Major in Operations Management
05.2021 - 10.2022
Some College (No Degree) - B.S.B.A Major in Computer Management
06.2000 - 03.2002
High School Diploma -
06.1996 - 03.2000
Skills
Collections Procedures
Debt recovery expertise
Process Improvements
Coaching and Mentoring
Team Supervision
Training
- Managing Habits Training, 06/01/17
- Basic Training Skills Workshop, 05/01/17
- Basic English Grammar Training, 05/01/16
Timeline
Collections Supervisor - Neuroncredit Financiang Inc (Atome)
10.2022 - Current
Lyceum of The Philippines - Bachelors Degree, B.S.B.A Major in Operations Management
05.2021 - 10.2022
Customer Service Representative - Results Manila Inc.
03.2013 - 09.2013
Secretary - P.K.S.S
03.2012 - 02.2013
Secretary - C.T.D Interiors
09.2007 - 10.2011
Customer Service Representative - Sterling Global Call Center
03.2007 - 08.2007
Pasig Catholic College - Some College (No Degree), B.S.B.A Major in Computer Management
06.2000 - 03.2002
La Immaculada Concepcion - High School Diploma,
06.1996 - 03.2000
Senior Collections Supervisor - HC Consumer Finance Philippines Inc (Homecredit)
1 2014 - 9 2022