Donne Jay Telan Magwale

• Responsible in maintaining profitability and Identifying fraud trends.
• Tracks statistical information, requesting various documents to determine the validity of the customer.
• Follows standard procedures and action plans to reduce exposure on fraudulent use of Social Security Numbers and Tax Identification Numbers.
• Documents the review and investigation process followed for each account reviewed and preparing various documents, reports and system.
• Manage escalated customer inquiries by handling supervisor-level calls, ensuring timely and effective resolution of complex complaints while maintaining a high level of customer satisfaction.
• Accurately document all escalated cases to support quality assurance, trend analysis, and process improvement initiatives.
• Generate and distribute detailed reports on key performance indicators (KPIs) to monitor team performance and support strategic decision-making.
• Conducts root cause analysis of policy and procedure deviations, delivering insights and recommendations to enhance compliance and operational efficiency.

Responsible for managing 10-12 associates in an inbound call center environment. Drives team to achieve quantitative goals. Ensures alignment of individual and business goals through constant communication, training and monitoring of associates, in order to guarantee excellent service provided to customers.

Manages 15 Collections Agents. Reports to the Operations Manager. Responsible for the team’s performance in both Skip-Tracing and Collections. Ensures 100% compliance with the Fair Debt Collections Practices Act and state laws. Provides timely coaching and training needs of the team.

Ensures the quality of products being processed in operations and meets the required specifications, procedures and customer requirements. Assigned in auditing operations and support groups and recommends corrective actions to concerned personnel or department.

Provides a professional and efficient customer support/service function for all client projects, in line with client contractual requirements via phone.