KASSANDRA RAE V. GANZAGAN
Admin Support/ Team Performance Manager - Collections
Mandaluyong
Summary
To succeed in stimulating and challenging environment, building the success of the company while I experience advancement opportunities.
Overview
11
11
years of professional experience
1
1
Language
Work History
Admin Support US
Assisted Business Solutions-US
Remote
05.2025 - 03.2026
- Managed resident account files with accuracy and efficiency, maintaining up-to-date records and documentation. Handled inbox and file management, resolved resident disputes via email, collaborated with multiple properties, and supported large client accounts to ensure timely collections.
- Within seven months in an administrative role, recognized for outstanding support and for quickly advancing to higher-level responsibilities, including inbox management, handling disputes via email, and managing large client accounts across our small business.
- File Maintenance (QA)- Responsible for record keeping of documents such as Signed leases, Rental Application, Inspection Reports, move out statements, checking accuracy of the Final Ledger, Photos related to the property in aim to make it viewable to past residents and help collectors/agents to explain charges while collecting fees.
- Making sure that all documents required are available if not, we request for missing documents to Property and or sending clarification emails if there are differentials with the balance on file versus the document sent.
- Also responsible for sending property clarification if the balance has a Jetty / deposit eliminator adjustment with the Final balance.
- Handled different desks to resolve back logs:
- Email from Consumer (EMC’s) – Clean up residents’ email to Billing concierge to address inquiries or disputes related to the balance. Assist consumers dispute relating to damages incur, discrepancy with payments, potential legal threats and or any clarifications with their final balance and will try to resolve it internally or if it’s valid, then we forward concern directly to Properties.
- Payment in Full and Settlement in full (PIF/SIF) – Clean up with account status which are already tagged as PIF/SIF and inspect if they are confirmed as paid or placed in error.
- Dispute 1 and Dispute 2 (DIS 1 and DIS2)– Forwarding email communications to properties that hasn’t been address and create follow ups. Dispute 1- 1st dispute raised and Dispute 2- 2nd dispute and forwarding to Escalations desk.
- Balance Differential (DIF-BH account)- As one of our major clients, one of the few people who are tasked to send email directly to Property regarding discrepancies with balances for clarification.
- Dispute 1 and 2 and Balance Differential (Aged Accounts)– Accounts that beyond 80 days and bound to be transferred to 3rd party collection agencies. Tasked to send disputes and balance differential follow ups to address concerns.
- Email from Consumer (EMC-BH)– As our company’s major client, we address disputes and inquiries via email communication and relay it the Properties if valid.
Team Performance Manager- US PHL CCS
Credit Corp Group
Makati
09.2022 - 05.2025
- A results-driven Team leader with a strong background in managing, coaching, auditing, and developing teams of Customer Relationship Managers. Lead a group of 7-9 collectors and provided negotiation influence and people management.
- Demonstrated expertise in applying quality account treatment strategies to maximize the long-term value of debt purchase portfolios. Committed to fostering a team culture where each member feels engaged, motivated, and empowered to succeed in their roles.
Senior Customer Relationship Manager- US PHL CCS
Credit Corp Group
Makati
08.2022 - 09.2022
- Collaborated closely with the Team Performance Manager to support overall team performance by handling escalations, providing guidance, and making informed decisions on behalf of the manager when needed. Actively contributes to driving continuous improvement and achieving team goals through strategic support and leadership.
- Directed 7-person team of customer service personnel while helping front-line team members work effectively with over 100 daily customers.
Customer Relationship Manager - AU Debt Purchase
Credit Corp Group
Makati
09.2019 - 08.2022
- Was responsible for locating and accurately profiling customers to ensure the active, professional, and compliant collection of revenue from a portfolio of outstanding debts.
- Worked as part of a team in the achievement of personal and team targets
- Recovering mixed accounts For Telco, Utility and Credit Cards receiving both inbound and outbound calls to collect.
- Managed department call volume of 100-120 calls per day and coordinated department schedules to maximize coverage during peak hours.
Resolution Specialist III / Portfolio Manager- AU Debt Purchase
Baycorp International
Makati
06.2017 - 09.2019
- Resolution specialist for Telco-PM doing end to end process “skip-trace to collect” approach
- During my first year, was given special tasks to support new hires in aim to familiarize with the process.
- Point Contact of my team- Taking escalation calls only if both of my senior and Team performance manager is engaged and not available. Responsible in collating end of day reports and assisting team’s queries.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
- Leveraged strong listening skills to fully understand the customer's perspective, enabling tailored and empathetic responses during conflict resolution.
Collections Agent / SME
Bill Gosling Outsourcing
Bonifacio Global City
06.2015 - 05.2017
- Global Lending Services - Collections representative for Car loans.
- Through such expertise in collections industry, got certified as Subject Matter Expert in the said account. Roles and responsibilities:
- Taking escalation calls, Full time trainer for new hires, Run Campaigns and involved with the daily reports in which we send to our clients.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Improved overall portfolio performance through consistent monitoring of accounts and proactive identification of potential issues.
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
- Demonstrated adaptability by effectively managing a diverse range of accounts across various industries.
- Used skip tracing and other techniques to locate debtors.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Education
Bachelor of Science - Entrepreneurship
Meridian International College
Bonifacio Global City01.2015
High School -
Taguig Science High School
Taguig City01.2011
Elementary School -
Captain Jose Cardones Memorial Elementary School
Taguig City01.2007
Skills
Teamwork and collaboration
Computer skills
Customer service
Microsoft office
Problem-solving
Flexible and adaptable
MS office
Multitasking
Dependable and responsible
Calm under pressure
Supervision and leadership
Team management
Accomplishments
- 2026
- One of the top Admin for January and February 2026 – Exceeded daily target and provided accurate and efficient results.
- 2025
- Recognized as overall Top Admin since started in May and awarded an incentive for my results. (Awarded in December)
- One of the Top admin from September to December 2025- Receiving bonus monthly.
- Top Team with Highest cash collected revenue for the whole site ending February at 114% and March at 149% revenue
- Has developed a strong and competitive team and was able to produce a newly promoted senior customer relationship manager for the site (March 2025)
- Rank 1 as a Team Performance Manager from January to February.
- 2024
- Produced a newly promoted Senior Customer relationship manager for the site.
- Team of the month (December)
- Nominated back-to-back as “TPM of the year” across the US debt purchase site in Manila.
- 2023
- During my first year as a Team Performance Manager, I was nominated as “TPM of the year” across the site.
- Team of the Month (September) - Highest accumulated revenue for the team
- Team of the Month (July)
- Bagged another Team of the month awardee and Top banking team for February and March 2023 - across the site
- 2022
- Team of the Month - (December)
- Quickest to get promoted to Team Performance Manager from my Senior role for a span of only a month and get to bagged the Team of the month across all-operations during my first month as a Team Performance Manager. (October)
- Employee of the month awardee for the month of September same month when I got promoted as a Senior Customer Relationship Manager.
- 2021
- Outstanding achievement nominee for October, November and December (Bi monthly awarding CRM level)
- 3peat 100 End of Month finisher for months (July- September 2021)
- Top team for 3 consecutive months
- Most valuable CRM for the month of September 2017 Awarded as one of the top collectors for the month of March
- Facilitated “Product Specific Training” for the new hired agents. Third Batch
PERSONAL BACKGROUND
A pure Filipino but fluent in English and Tagalog. Also, a computer literate and efficient in Microsoft programs such as MS Word, MS Excel, MS PowerPoint, Google docs and Outlook.
Timeline
Admin Support US
Assisted Business Solutions-US
05.2025 - 03.2026
Team Performance Manager- US PHL CCS
Credit Corp Group
09.2022 - 05.2025
Senior Customer Relationship Manager- US PHL CCS
Credit Corp Group
08.2022 - 09.2022
Customer Relationship Manager - AU Debt Purchase
Credit Corp Group
09.2019 - 08.2022
Resolution Specialist III / Portfolio Manager- AU Debt Purchase
Baycorp International
06.2017 - 09.2019
Collections Agent / SME
Bill Gosling Outsourcing
06.2015 - 05.2017
Bachelor of Science - Entrepreneurship
Meridian International College
High School -
Taguig Science High School
Elementary School -
Captain Jose Cardones Memorial Elementary School