Arlene Michelle Garay Gonzalez
Summary
Dynamic individual with extensive experience in Sales, Portfolio Management and talent for navigating challenges with Stakeholders. Brings strong problem-solving skills and effective at prioritizing tasks with a results-oriented mindset. Committed to making significant contributions and advancing organizational goals.
Overview
28
28
years of professional experience
Work History
APAC Telesales Head
Citigroup Business Process Solutions, Ltd.
05.2019 - Current
- Responsible for setting up a Consumer Loans Outbound calling team (SG) aimed to optimize early engagement and cross-sell for new to bank customers.
- Maintained effective Stakeholder Management with Partner Sites (AU/SG) while executing strategic sales and customer service actions to meet objectives. Consistent collaboration was carried out for efficient Sales Management.
- Operationalized Three (3) Performance Incentive Plans directed to drive overall productivity while keeping within set cost allocation.
- Led 2 Key Sales Markets contributing a Loan Volume share of 21+% across all APAC markets amounting to $259MM & $315MM in Inbound Sales for 2021/2022 respectively.
- Spearheaded site-wide initiatives for the team to enable work from home for all staff including infrastructure deployment and testing, execution of stricter controls in a remote environment.
- Drove a strong Sales Culture across AU and SG customer service teams to utilize inbound calling as a major lead source for upselling lending products.
- Managed a smooth transition while achieving sales goals during Australia business divestiture and TSA implementation.
Telesales Head - Digital Acquisition /Portfolio Sales
Citibank, N.A.
01.2017 - 05.2019
- Responsible for setting up a Digital Sales acquisition team and Installment Sales calling Bahrain customers remotely, leveraging on UAE digital channel best practices. Productivity growth of 32% to $158M per agent was achieved (2018).
- Maintained Digital Loans Productivity of $175M per agent despite doubling capacity in 2018.
- Drive Digital Sales Installment Volumes through implementation of Pre/Post Login Salvage programs and ATD Campaigns in CTP and Telesales (+6% Digital Share YTD 2018 vs. 2017).
- Created an Inbound sales leveraging team in CitiPhone through Capacity management, metrics monitoring, Offer and Campaign alignment with Telesales. Shifted volume to IBSL at 26% share of overall UAE.
- Designed and executed an enhanced calling strategy to optimize installment volumes and revenue.
- Roll-out initiatives, process and system enhancement to push digital acquisitions.
Telesales Head - Digital Acquisition /Portfolio Sales
Citibank, N.A.
07.2013 - 01.2017
- Set up the telemarketing team in 2013. Executed and monitored sales performance indicators such as leads management, call propensity, conversion rate tracking, and incorporated these with Incentive programs for improved productivity.
- Responsible for acquisition of both cards and loans through digital channel leads optimization/conversion from internet and alternate sources.
- Manage a highly productive Portfolio team, which generates revenue through installment sales and credit insurance. Full year 2015 installment volume sales amounted to $160MM.
- Handled team which contributed a significant year on year growth of >95% for cards, 24% for Loans and 54% for Installment Sales.
- Facilitated transition and implementation of auto dialer for UAE Telesales for increased agent productivity.
- Efficiency increase resulted in monthly volume to 39%.
- Coordinate with Cross-functional teams including Analytics, Digital Marketing and Risk for universe expansion and apply appropriate contact protocol to optimize conversion.
- Responsible for developing Citimax Incentive scheme for Portfolio Sales to promote Universalist sales force.
- Trained Direct Sales managers to become Telesales managers through data and analytics to help formulate strategies and benchmark metrics.
Telesales Contact Center Head
Citibank, N.A.
02.2010 - 07.2013
- Set up In Source Telesales Channel: Hiring /Training a team of 70 Sales officers and Managed Sales Managers/Team Leaders to drive sales efficiencies.
- Developed/Customized a Sales Incentive Scheme for Inhouse Team based on product profitability and push.
- Administered leads allocation strategy and capacity to maximize volume efficiency.
- 5x Champion's Forum Winner representing Top 1% APAC Sales Force.
- Facilitated insourcing of third-party agents. Responsible for sales officer training, management and performance monitoring to push optimal productivity.
Telesales Contact Center Head
Citibank, N.A.
11.2007 - 02.2010
- Handled Citiphone Sales leveraging teams as part of Telesales Portfolio Sales Channel contributing almost 50% of Total Sales Volume (ave. of $59MM/year for '08 &'09).
- Conceptualized and Implemented Sales Incentive Programs to reward and promote Consistent performance which resulted in achieving a total volume of $110MM and $58MM for full year 2008 and 2009.
- Collaborated with Business Analytics and Marketing Units in ensuring Clients are offered the right products at the right time.
- Developed, Customized and Successfully launched Autodialer system as a Contact Center Tool.
- Ensured a smooth transition to Eclipse system CRM(Rainbow) through enhancing to seamless work processes.
Sr. Product/Portfolio Manager
Citibank, N.A.
02.2007 - 11.2007
- Conceptualize and launch initiatives and tests on Credit Line Management and Balance Conversion.
- Initiate and implement programs, design incentive scheme to ensure steady decrease of Attrition by encouraging Customer continuous Engagement throughout the customer journey while focusing on saving profitable Clients.
- Manage and train Program Manager assigned for the unit.
Telesales Team Leader
Citibank, N.A.
04.2004 - 02.2007
- Initiated efforts on enhancement of Incentive Schemes and developed Penalties for non-performance, which aided in increasing Channel effectiveness.
- Developed and Customized Advanced Cards WorkStation as a Regional Customer Management System (CRM).
- Top Telesales Portfolio Actions Channel Manager/2004-2006 Champion's Forum Winner - Top 1% Sales Force across the Asia Pacific region.
- Contributed a total volume of $34,584,006 from PA Campaigns (Call for Cash, Paylite and Balance Transfer/Cash advance), comprising 32% of total PA volume for 2004.
- Designed Standards of Performance for Service Providers, which are aligned to the bank's targets.
- Coordinated with Marketing Program Managers in monitoring, implementing programs and conceptualizing strategies to help boost productivity and hit set targets of assigned campaigns.
- Prepared sales processes and implemented them to ensure that Bank strategies are consistent in delivering seamless customer experience. Implemented end-to-end process for Continuity of Business (COB) in the event of system inaccessibility.
Telesales Channel Manager
Citibank, N.A.
03.2002 - 04.2004
- Top Telesales Portfolio Actions Channel Manager for the 2003 Champion's Forum (Melbourne, Australia)- Top 1% sales force across the Asia Pacific region.
- Increased portfolio usage through implementing marketing campaigns.
- Developed a process flow using Siebel as a Leads Management System. Assisted with training and enforcing usage of this as a CRM tool.
- Developed incentive schemes & payout templates for External Service providers.
- Consistently received Sales Incentive Program (SIP) for exceeding Monthly/Quarterly goals on accounts and sales volume.
Telesales Channel Manager
Citibank, N.A.
02.1999 - 03.2002
- Contributed an average of 127% sales performance from 1999-2001.
- Managed 2 External Service Providers with almost 100 Telesales Representatives to promote offering Citibank products and services.
- Conceptualized and executed non-traditional ways of acquiring accounts and organized projects geared towards increased productivity.
- Solicited lists/database from external sources used for Telesales call-outs.
Telemarketing Officer
Citibank, N.A.
03.1997 - 01.1999
- Increased Credit Card base through proactive selling over the telephone. Acquired an all-time high of 121 New to Bank Credit Card accounts in a single month.
- Obtained New Wealth depositors through proper prospecting and selling
- Utilized and encouraged usage of Goldmine as a database management system.
Education
Bachelor of Science - Commerce, Major in Business Management
DE LA SALLE UNIVERSITY
10.1996
Elementary/Secondary School -
ST. SCHOLASTICA'S COLLEGE
03.1993
Skills
- Leadership
- Sales Management
- Stakeholder Management
- Digital Sales
- Telesales / Digital Sales
- Auto Dialer (Communication Software)
- Cards/Loans- Expert
- Business Analytics
- Customer Service
- Acquisition & Customer Retention
- Customer Relationship Management
- Eclipse (software) - Experienced
- CRM - Client Lifecycle
Timeline
APAC Telesales Head
Citigroup Business Process Solutions, Ltd.
05.2019 - Current
Telesales Head - Digital Acquisition /Portfolio Sales
Citibank, N.A.
01.2017 - 05.2019
Telesales Head - Digital Acquisition /Portfolio Sales
Citibank, N.A.
07.2013 - 01.2017
Telesales Contact Center Head
Citibank, N.A.
02.2010 - 07.2013
Telesales Contact Center Head
Citibank, N.A.
11.2007 - 02.2010
Sr. Product/Portfolio Manager
Citibank, N.A.
02.2007 - 11.2007
Telesales Team Leader
Citibank, N.A.
04.2004 - 02.2007
Telesales Channel Manager
Citibank, N.A.
03.2002 - 04.2004
Telesales Channel Manager
Citibank, N.A.
02.1999 - 03.2002
Telemarketing Officer
Citibank, N.A.
03.1997 - 01.1999
Elementary/Secondary School -
ST. SCHOLASTICA'S COLLEGE
Bachelor of Science - Commerce, Major in Business Management
DE LA SALLE UNIVERSITY
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