Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
Work History
COLLECTIONS SPECIALIST
American Express Internationl
8 2022 - Current
Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
Collaborated with cross-functional teams to identify potential at-risk accounts and develop preventative measures.
Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
Processed payments and applied to customer balances.
TEAM LEADER
Concentrix Corporation Philippines
10.2021 - 08.2022
Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Worked with team to identify areas of improvement and devised solutions based on findings.
Supervised team members to confirm compliance with set procedures and quality requirements.
Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
PROCESS TRAINER
Concentrix
08.2020 - 10.2021
Delivered high-quality training sessions, leading to increased productivity among team members.
Created engaging learning experiences by incorporating real-world examples and case studies into the curriculum.
Collaborated with cross-functional teams for seamless integration of new processes and systems.
Enhanced process efficiency by identifying areas of improvement and implementing necessary changes.
Designed customized training plans based on individual employee needs, promoting tailored skill development.
FACULTY MEMBER
Our Lady of Pilar Montessori Center
02.2016 - 04.2017
Assessed student performance through a variety of evaluation methods, providing constructive feedback for continuous improvement.
Collaborated with faculty, staff and stakeholders from across college and community to create, preserve and partnerships.
Developed innovative curriculum materials, resulting in increased student engagement and understanding of complex topics.
PROCESS DEVELOPER
Genpact Services Llc.
03.2009 - 04.2015
Prioritized secure handling of sensitive customer information within processes, minimizing potential liability issues by proactively managing risk.
Performed regular audits of internal processes, identifying areas for improvement and driving change through targeted action plans.
Conducted root cause analysis on process deviations, implementing corrective actions to prevent future occurrences.
Mentored junior team members in best practices for process development, fostering a culture of continuous learning and improvement.
CUSTOMER SERVICE ASSOCIATE
Stargate Contact Solutions
06.2007 - 12.2008
Responded to customer calls and emails to answer questions about products and services.
Maintained a high level of product knowledge, providing accurate information to customers.
Answered customer telephone calls promptly to avoid on-hold wait times.
Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
Provided customer feedback to management and identified areas of improvement for products and services.