Collections and Retention Supervisor
The Credit Pros
07.2023 - 05.2026
Hi, I’m
Anna Cyril Cambronero
Credit Repair Supervisor
Cagayan de Oro City,Misamis Oriental
Summary
Strategic Collections and Retention Supervisor with expertise in developing initiatives that reduce delinquency and enhance account recovery. Led teams to achieve revenue and retention targets through effective coaching and performance monitoring. Fostered collaboration across departments to improve issue resolution and align with business objectives, ensuring strong collections practices and customer satisfaction.
Work History
The Credit Pros
Collections and Retention Supervisor
07.2023 - 05.2026
Job overview
- Directed daily operations of the collections and customer retention team, ensuring compliance with company policies and regulatory standards.
- Supervised collections processes to recover outstanding debts efficiently.
- Developed and implemented strategies that reduced delinquency rates, recovered outstanding balances, and enhanced customer loyalty.
- Supervised and coached staff to achieve performance targets, improve negotiation skills, and deliver excellent customer service.
- Achieved high recovery rates while maintaining positive customer relationships and minimising account attrition.
- Identified at-risk customers and implemented targeted interventions that reduced churn rate.
- Streamlined communication between Managed customer retention efforts to enhance loyalty and reduce churn. Supervisor roles across different locations to ensure consistency in approach and best practices sharing.
- Monitored key performance indicators (KPIs), prepared reports, and recommended process improvements to increase efficiency and effectiveness.
- Collaborated with cross-functional departments to resolve escalated issues, streamline workflows, and support overall business objectives.
- Reported regularly on department metrics, sharing insights with senior management for strategic planning purposes.
- Built constructive customer relationships to improve loyalty and recommendations.
- Executed email marketing campaigns to engage customers and drive sales.
- Provided exceptional customer service to address inquiries and resolve issues.
- Utilised time management skills to organise tasks and resolve issues promptly.
- Applied analytical thinking to recognise trends in customer feedback and propose effective solutions.
- Performed basic editing using Canva to create visually appealing content.
- Performed basic editing using Canva to create visually appealing content.
On Point Legal
Legal Intake Specialist
11.2022 - 05.2023
Job overview
- Interviewed prospective clients by phone and email to assess case details and establish suitability for legal representation
- Evaluating prospective clients’ claims to determine whether they’re in line with the areas of practice and experience of the firm
- Conducted research to evaluate prospective clients’ claims for merit and alignment with the firm's specialisations
- Entered and maintained accurate client information in computer systems to ensure data integrity and accessibility
- Connected with law firms in different specialties to enhance referral opportunities
- Performed administrative support duties to facilitate office operations
Teleperformance Philippines - T-mobileCagayan De Oro City, PH
CSR, Billing/Sales(Point of Contact)
10.2018 - 08.2022
Job overview
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information, ensuring timely and accurate information delivery.
- Addressed customer inquiries, enhancing satisfaction and fostering a positive service experience through effective communication.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Acted as the team point of contact in the absence of supervisors, managed team concerns, handled escalations, monitored performance, and facilitated smooth daily operations.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Home Depo
Appointment Setter
06.2013 - 04.2014
Job overview
- Made high-volume outbound calls to potential customers regarding kitchen repair and renovation services.
- Contacted leads to identify their needs, discuss available services, and determine their interest.
- Qualified prospects by gathering relevant information about their repair or service requirements.
- Scheduled appointments for qualified customers with the appropriate service representative or technician.
- Followed up with leads who were not immediately available or ready to schedule.
- Handled customer questions, concerns, and objections professionally.
- Used active listening and effective communication to build rapport and encourage customers to book an appointment.
- Accurately documented customer information, call outcomes, and appointment details in the CRM.
- Maintained consistent follow-up with prospects according to company procedures.
- Worked toward daily appointment-setting and call-volume targets while maintaining quality customer interactions.
Sutherland Global Services
Billing and Sales Specialist- AT&T
10.2009 - 05.2013
Job overview
- Sales & Upgrades: Identify customer needs during routine billing calls to pitch service upgrades, bundles, or new products.
- Customer Communication: Answered inbound inquiries via phone regarding account balances, contract terms, and pricing, providing clear information to enhance customer satisfaction.
- Billing & Invoicing: Generated and sent accurate invoices, processed payments, and managed accounts receivable to ensure timely revenue collection.
- Dispute Resolution: Investigate and fix billing errors, payment delays, or account discrepancies.
Iqor Philippines
Collections Specialist- Capital One
03.2007 - 09.2009
Job overview
- Contact customers to discuss overdue payments and identify the reason for non-payment.
- Handle inbound and outbound calls with customers regarding past-due accounts and outstanding balances.
- Use active listening and empathy to understand customers’ financial concerns while maintaining a professional approach.
- Explain account balances, payment options, billing information, and available solutions.
- Negotiated payment arrangements, securing payments while adhering to company policies and procedures.
- Handle customer objections and work toward successful account resolution.
- Followed up on unpaid accounts, addressing missed payments and broken payment arrangements to facilitate resolution.
- Process payments securely and accurately.
- Review customer accounts and verify billing and payment information.
- Document all customer interactions, payment commitments, and account updates accurately in CRM systems.
- Escalated complex account issues, coordinating with other departments to ensure timely resolution.
- Ensured confidentiality of customer data during all interactions of customer and account information.
Education
Urios UniversityButuan City
Bachelor of Science from BSC-Business Management
01-2004
Skills
- CRM proficiency
- Collections management
- Performance metrics monitoring
- Process improvement implementation
- Customer retention
- Conflict resolution expertise
- Results-driven leadership
- Agent coaching
- Analytical thinking
- Written and verbal communication
- Customer relationship management
- Conflict resolution
Certification
- Phone-Based Certificate
- American Accent Training
- Customer Service: Managing Customer Expectations
- Developing Your Emotional Intelligence
- Basic Canva Editing
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Legal Intake Specialist
On Point Legal
11.2022 - 05.2023
CSR, Billing/Sales(Point of Contact)
Teleperformance Philippines - T-mobile
10.2018 - 08.2022
Appointment Setter
Home Depo
06.2013 - 04.2014
Billing and Sales Specialist- AT&T
Sutherland Global Services
10.2009 - 05.2013
Collections Specialist- Capital One
Iqor Philippines
03.2007 - 09.2009
Urios University
Bachelor of Science from BSC-Business Management