BERNADETTE PEDRANZA
Collection Specialist
Philippines
Summary
Collection Specialist for more than 11 years. Self motivated, hardworking, working with integrity, and results oriented and always prioritize building and maintaining professional relationships. Adept multitasker able to address multiple customer and company tasks with the highest degree of professionalism and accuracy.
Overview
12
12
years of professional experience
Work History
Analyst III Business Process Transactions Collections
Dxc Technology
03.2023 - Current
- Execute business process transactions, closely following established procedures and guidelines.
- Collaborate with senior analysts, managers, and other staff.
- Support process improvement initiatives and data analysis.
- Participate in identifying and resolving process bottlenecks.
- Ensure compliance with quality and procedural standards.
- Contribute to the documentation and updating of process procedures.
- Work with the team to meet performance targets and quality standards.
- Actively engage in training and development opportunities.
- Followed federal and state guidelines and mandates regarding collections.
- Handled inbound and outbound calls with the objective of collecting delinquent accounts.
- Talk to consumers regarding billing self-pay balance.
- Assist consumers resolve their unpaid bills by professionally negotiating payment in full or setting up payment arrangements.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Back Office Associate - Return Task consultant/ Automated Credit Dispute Verification Specialist/ SME for back office(financial account)
Sutherland Global Services
03.2022 - 02.2023
- Updating personal information of cardholder.
- Reviewing transactions and credit bureau complaints then filing identity theft or dispute when needed.
- Listen to calls to find the best practices and opportunities.
- Monitor trainees for coaching and phone certification.
- Provide feedback and evaluation to trainees, consultants, and supervisors.
- Create a coaching log and document.
- Conduct one on one coaching with a consultant based on the coaching model and coaching process and hurdles.
- Assist, support, and coach personnel in performing daily activities.
- Coaches are expected to carry deep knowledge of Products, Features, and Processes.
- Identifying individual and team training needs. Create, develop, and implement sales strategies.
- Managed confidential client information with utmost care, ensuring data privacy and security.
- Assisted coworkers and staff members with special tasks on daily basis.
Quality Analyst for Financial Technology
Sutherland Global Services
11.2021 - 02.2022
- Responsible for the evaluation and documentation of customer transaction to ensure accurate and consistent information is provided to customer.
- Evaluates transactions to ensure all required processes and guidelines are followed to ensure the delivery of the highest levels of customer experience and employee engagement, while driving KPI performance at or above all critical goals.
- Responsible for completing all assigned transaction evaluation and attending all internal and external calibration sessions as assigned.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
Collection Specialist for Financial Technology
Sutherland Global Services
08.2021 - 11.2021
- Respond to customer inquiries via phone, or email.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Resolve customer complaints and issues in a timely manner.
- Promote and educate customers about bank products and services.
- Maintain accurate records of customer interactions and transactions.
- Collaborate with other departments to ensure customer satisfaction.
- Stay updated on bank policies, procedures, and regulations.
- Maintained up-to-date knowledge of product and service changes.
Collection Specialist for Financial Account
RMS Collect Phil, INC (IQOR Philippines)
12.2013 - 08.2021
- Followed federal and state guidelines and mandates regarding collections.
- Handled inbound and outbound calls with the objective of collecting delinquent accounts.
- Talk to consumers regarding billing self-pay balance.
- Assist consumers resolve their unpaid bills by professionally negotiating payment in full or setting up payment arrangements.
- Handled Customer’s Fraud and Dispute reports.
- Offered forbearance such as settlement and hardship program that would suit the consumer’s financial capability and to avoid bankruptcy.
- Meet reasonable goals and follow procedures for working accounts.
- Accurately record notes on customer’s account.
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Optimized account prioritization by analyzing customer data, enabling more targeted and effective collection efforts.
- Processed payments and applied to customer balances.
- Used skip tracing and other techniques to locate debtors.
- Researched accounts and completed due diligence to resolve collection problems.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- Increased efficiency in resolving disputes by conducting thorough investigations into customer claims, ultimately resulting in prompt resolutions.
Education
Bachelor of Science - Business Administration major in Marketing Management
Far Eastern University
04.2013
Skills
Effective written and verbal communication
Adaptable to diverse environments
Documentation expertise
Excel proficiency
Data collection
Audit process support
Payment processing
Financial negotiation skills
Effective collections strategies
Microsoft Office proficiency
Experience with CRM applications
In-depth product knowledge
Analytical reasoning
Account information updates
Customer complaint resolution
Document organization
Order management
Detail-oriented approach
Debt recovery tracing
Debt resolution
Credit adjustment management
Payment processing procedures
Effective billing and collections strategies
Customer outreach experience
Collaborative teamwork
Proficient in computer applications
Client support
Accurate data entry
Invoice processing
References
Available upon request
Timeline
Analyst III Business Process Transactions Collections
Dxc Technology
03.2023 - Current
Back Office Associate - Return Task consultant/ Automated Credit Dispute Verification Specialist/ SME for back office(financial account)
Sutherland Global Services
03.2022 - 02.2023
Quality Analyst for Financial Technology
Sutherland Global Services
11.2021 - 02.2022
Collection Specialist for Financial Technology
Sutherland Global Services
08.2021 - 11.2021
Collection Specialist for Financial Account
RMS Collect Phil, INC (IQOR Philippines)
12.2013 - 08.2021
Bachelor of Science - Business Administration major in Marketing Management
Far Eastern University