Roderick Santos
Summary
With over a decade of experience in customer support and account recovery across diverse sectors—including auto loans, e-commerce, health insurance, finance, and outsourcing—I have honed my skills in debt collection and client relationship management. Beginning my career in the BPO call center industry, I have successfully negotiated payment plans and alternative solutions to effectively manage and recover client inventories. I possess comprehensive knowledge of first and third-party business operations and am fully trained in FDCPA, HIPAA, and other mandatory certifications pertinent to this field.
Overview
14
14
years of professional experience
Work History
Collections Agent
Assisted Business Solutions
04.2023 - 01.2025
- Contact customers via phone regarding outstanding payments.
- Negotiate payment arrangements and settlements within company guidelines.
- Maintain accurate records of communication and payment commitments in the system.
- Follow up on overdue accounts and ensure timely resolution of disputes.
- Provide customers with guidance on payment options and financial planning.
- Achieve or exceed monthly collection targets and KPIs.
Managing Coach, Operations
BILLGOSLING OUTSOURCING
08.2022 - 04.2023
- Responsible on the program performance attainment and client interaction
- Responsible to maintain SLA are met and able to provide in depth action plan and recommendation for continuous improvement of the program
- Responsible in maintaining good and professional relationship with the client and to the whole group
Managing Coach - OIC
BILLGOSLING OUTSOURCING
05.2022 - 07.2022
- Responsible to support new TL's on their task and responsibilities
- Responsible on client interaction and program performance improvement
- Able to do RCA and recommendation for further program performance improvement
- Responsible to provide internal updates and client update to TL's that is also needs by the whole group
Team Leader, Operations
BILLGOSLING OUTSOURCING
11.2022 - 04.2022
- Responsible handling small group of agents, able to coach and assist them on the process and some escalation
- Responsible in provide internal and client updates and agents development plan
- Responsible on hitting client KPI and team goal, able to mold agent from SME to FS
- Responsible to provide necessary support to agents and to direct manager
- Was worked on the internal reporting analytics and process performance recommendation
1st & 3rd Party Collector Representative - AR Care Allegiance
ALLIED INTERNATIONAL CREDIT CORP.
06.2015 - 10.2017
- Responsible to collect and to follow up balance for customer's deductibles and their co-pays and recommendation on how can still refile the claim to their insurance from their health provider
- Was assigned as Team Captain during this time supporting 20 agents in total with several line of businesses
Customer Service Rep
ALLIED INTERNATIONAL CREDIT CORP.
03.2014 - 05.2015
- Able to assist customer on their billing concerns regarding insurance benefits coverage
- Able to provide information on their deductibles and disputes
- Update information on their account and coordinate to Health insurance on pending information
- Can collect balance showing on their account
Contact Verification Agent
ALLIED INTERNATIONAL CREDIT CORP.
02.2013 - 05.2013
- Responsible to call all phone numbers assigned in Alltrac and to properly verify customer and able to transfer to one of the collectors
Field Audit in Credit Process
UCFC
07.2011 - 02.2013
- Conduct review process for those newly booked loans and provide findings, resolution and recommendations in existing process
- Consolidating reports from each branch in terms of credit performance
Education
Bachelor of Science - Mathematics
Eulogio "Amang" Rodriguez Institute of Science And
Nagtahan St, Sampaloc, Manila, 1008 Metro Manila05-2011
Skills
- Financial Arrangement Management
- Skip tracing
- Financial Settlement Skills
- Collections processing
- Account Relationship Development
- Service Excellence
Timeline
Collections Agent
Assisted Business Solutions
04.2023 - 01.2025
Team Leader, Operations
BILLGOSLING OUTSOURCING
11.2022 - 04.2022
Managing Coach, Operations
BILLGOSLING OUTSOURCING
08.2022 - 04.2023
Managing Coach - OIC
BILLGOSLING OUTSOURCING
05.2022 - 07.2022
1st & 3rd Party Collector Representative - AR Care Allegiance
ALLIED INTERNATIONAL CREDIT CORP.
06.2015 - 10.2017
Customer Service Rep
ALLIED INTERNATIONAL CREDIT CORP.
03.2014 - 05.2015
Contact Verification Agent
ALLIED INTERNATIONAL CREDIT CORP.
02.2013 - 05.2013
Field Audit in Credit Process
UCFC
07.2011 - 02.2013
Bachelor of Science - Mathematics
Eulogio "Amang" Rodriguez Institute of Science And
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