SHARLENE JOYCE DELA CRUZ
Sales Account Manager
Manila City
Summary
Goal oriented – A well-polished training officer evidenced by conducting new hire and refresher training sessions across all portfolios. Collection and quality analyst with more than 10 years of experience in credit collection, specializing in monitoring and maintaining high standards throughout the credit collections portfolio. Garnering praise from senior management, was able to obtain certification as a calibrator to ensure the bank's standards are applied on all levels. Hands on experience in Sales and ability to deliver excellent customer service. Hardworking and driven sales management professional equipped to revitalize sales operations and align procedures to maximize profits and client acquisition. Successful at improving sales procedures to streamline and strengthen processes. Multifaceted leader with analytical and diligent approach to building and leading strong teams.
Overview
17
17
years of professional experience
Work History
Tactical Sales Account Manager
Phirst Park Homes Inc.
01.2019 - Current
- Responsible for supervising sales representatives by monitoring productivities and performances
- Ensuring sales strategies are implemented and identifying areas in need of improvement
- Obtaining necessary documents in order to convert accounts to contracted status
- Analyzing and evaluating of documents submitted by the clients
- Interacting with clients, confirming issues and coordinating with the proper department to create satisfactory solutions
- Conducting collections callouts for clients with past due amounts in order to convert accounts to booked status
- Facilitating enhanced sales documentation trainings
- Creating sales reports specifically on contracted and booked accounts to be presented to the Tactical Sales General Manager.
Training and Quality Officer
BDO Unibank, Inc
1 2015 - 1 2018
- Conducts classroom training and assessments as required for incoming new hires for both Officers and contractuals needed for production by the CLG Collections department
- Maintains the E-Learning module in terms of its improvement, ensuring information is up to date and parallel to the current collection strategies and practices
- Cascades the survey form in every each training class to measure and gauge trainer performance during the training roll out
- Schedule periodic training in the provincial business centers (PBC) as needed to ensure they are at par with their Metro Manila counterparts in terms of knowledge and practice
- Researches and creates new training materials and regularly provide updates and training nuggets to collections units to keep current with new products, collection techniques and processes
- Facilitates Call Calibration sessions with Inhouse Secured and Unsecured Collections Units and Collections agencies across all buckets to ensure bank's standard is properly maintained
- Provides timely feedback to Team Leaders and Agency Coordinators regarding call evaluation performance on every session
- Maintains the year-to-date Training calendar of events to monitor all training-related activities conducted to the department, and monitor the compliance of all Officers and contractuals
- Provides a monthly summary of all training items covered for the month which includes but not limited to number of new hires classes with corresponding headcount, special training modules as required by Management
- Maintains monthly and year-to-date call monitoring scorecard for reference of Collections Units.
Account Officer – Home Loans
BDO Unibank Inc
01.2018 - 01.2019
- Responsible for discussing home loan inquiries to clients endorsed by the branches
- Analyze clients’ financial status, credit and property evaluations to determine feasibility of granting loans
- Obtain required documents in order to proceed with their home loan application
- Submit applications to Credit Analyst for verification and recommendation
- Responsible in facilitating loan documents signing once client’s application has been approved
- Coordinates with Sales Support to ensure compliance of post approval requirements
- Handles accounts until booking / release of loan proceeds.
FE – Collections Officer
BDO Unibank Inc
01.2013 - 01.2015
- Conducts collections call outs, attends to incoming calls and walk-in clients under Elite accounts under 5 DPD
- Attends to account holders inquiries and concerns received through calls, letters and emails
- Negotiates for payments and ensure clients will adhere to the arrangement
- Ensures individual and unit's target is achieved
- Perform other related duties that may be assigned by management from time to time.
Customer Associate 3
Citigroup Business Process Solutions
01.2012 - 01.2013
- Responds to client's request regarding their thank you points
- Provides redemption options and resolves ongoing disputes
- Ensures excellent customer service is provided in all calls.
Business Training Quality Analyst
Citigroup Business Process Solutions
01.2011 - 01.2012
- Monitored and evaluated the quality of inbound and outbound collections calls to ensure officers adhere to company and collections policy
- Documented quality issues and performance measures for review
- Provided coaching and assisted in the feedback and education process of collections officers
- Extensive knowledge about department products, procedures and regulatory requirements
- Participates in enhancing call monitoring formats and quality standards
- Participates in client's call listening programs to further enhance and improve collections experience
- Provides action plans to various internal groups as needed
- Recommends process improvements.
Senior Collections Officer
Citigroup Business Process Solutions
01.2007 - 01.2011
- Assisted account holders with queries on the status of their account
- Contacted customers for settlement of delinquent accounts
- Assessed account holder’s financial situation, negotiated and organized alternative payment options if needed
- Under the special cycles team for 3 years that handled high risk accounts.
Education
BS Nursing -
Metropolitan Hospital College of Nursing
Skills
Problem-solving aptitude
Additional Information
Facilitation Skills Workshop – Citigroup Business Process Solutions, Adult Learning Workshop – Citigroup Business Process Solutions, Code of Conduct Training – BDO Unibank Inc, 2015 BDO Top 2 Collector Awardee, 2011 Citibank Credit Elite Awardee - Awarded to collections top performer in Asia Pacific region achieving top marks in key performance indicators while maintaining Citi’s Quality standards
Key Highlights And Leadership
BDO Unibank, Inc, Training and Quality Officer
New Phone Monitoring and Call Calibration Form
- Challenge-Based on the yearly performance appraisal, the quality scores does not reflect a direct and significant impact on the actual productivity and effectiveness of the collectors.
- Action - As part of the Front – End unit's raising the bar initiative and being the representative of the TQI team, we came up with a new phone monitoring and call calibration form targeting items which may be considered as too broad or subjective and replaced it with specific expected behaviors and spiels to be used in an actual collection call. The said form is also an essential tool for coaching and implementing action plans as it is easier to identify specific and common errors.
- Result-After the three month testing period which started September 2016 for the FE In-house Secured and Unsecured teams. The said phone monitoring and call calibration form was implemented and is still being used by FE and BE collections unit.
Timeline
Tactical Sales Account Manager
Phirst Park Homes Inc.
01.2019 - Current
Account Officer – Home Loans
BDO Unibank Inc
01.2018 - 01.2019
FE – Collections Officer
BDO Unibank Inc
01.2013 - 01.2015
Customer Associate 3
Citigroup Business Process Solutions
01.2012 - 01.2013
Business Training Quality Analyst
Citigroup Business Process Solutions
01.2011 - 01.2012
Senior Collections Officer
Citigroup Business Process Solutions
01.2007 - 01.2011
Training and Quality Officer
BDO Unibank, Inc
1 2015 - 1 2018
BS Nursing -
Metropolitan Hospital College of Nursing
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