Phil Norman I. Pineda
Angeles City
Summary
Hard-working employee with 14 years of collection experience, leading teams and delivering results. Skilled in operational concepts and best practice strategies. Diplomatic and friendly with strong dedication to employee training and satisfaction. Hardworking team player bringing necessary experience and knowledge to tackle any operation demands. Can manage and motivate agents to achieve and surpass client targets. Equips agents to meet goals by building collaborative and skill-based culture.
Overview
17
17
years of professional experience
Work History
Team Leader
The Card Association
08.2023 - Current
- Led cross-functional teams to implement strategic initiatives enhancing operational efficiency.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Facilitated training sessions, mentoring staff on best practices and compliance standards.
- Developed and executed project plans, ensuring alignment with organizational goals and timelines.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Operations Manager
RMS Phils. Inc. (iQor) – JP Morgan Chase
03.2021 - 08.2023
- Manages daily operations, including client and staff relations
- Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends
- Supervise staff and oversee their performance based on their KPIs
- Help manage employee retention by employing strategic actions to keep employees motivated, focused and fully productive for the organization’s benefit
Assistant Manager
RMS Phils. Inc. (iQor) – JP Morgan Chase
04.2017 - 03.2021
- Manages daily planning and operations for the team
- Ensure each team members deliver on their SLAs and achieves their KPIs
- Evaluate team members’ strengths and weaknesses and offer solutions for the team’s growth and development
- Train and help in developing the team by conducting huddles and coaching sessions
- Create reports of the team’s performance and document feedback
Supervisor
iQor – JP Morgan Chase
12.2011 - 04.2017
- Responsible for the day-to-day supervision of the team that includes work and attendance monitoring
- Coach direct reports on a regular basis based on their performance metrics whether they are achieving the set goals (KPIs)
- Communicate expectations and provide timely updates.
- Provide subject matter expertise in handling customer escalated calls as needed
Agent (Collections)
iQor – Washington Mutual / JP Morgan Chase
10.2008 - 12.2011
- Take inbound and outbound calls to process customer’s payments
- Responsible in evaluating customer hardship and providing relevant solutions
Education
Bachelor of Science - Business Administration, Management and Entrepreneurship
Angeles University Foundation
Angeles City, Province Of Pampanga, Philippines10-2000
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Staff training
- Coaching and mentoring
- Documentation and reporting
- Performance improvement
- Work planning
- People management
Timeline
Team Leader
The Card Association
08.2023 - Current
Operations Manager
RMS Phils. Inc. (iQor) – JP Morgan Chase
03.2021 - 08.2023
Assistant Manager
RMS Phils. Inc. (iQor) – JP Morgan Chase
04.2017 - 03.2021
Supervisor
iQor – JP Morgan Chase
12.2011 - 04.2017
Agent (Collections)
iQor – Washington Mutual / JP Morgan Chase
10.2008 - 12.2011
Bachelor of Science - Business Administration, Management and Entrepreneurship
Angeles University Foundation
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