I'm a driven and results-oriented financial services professional with over 8 years of experience, primarily focused on collections and customer service. I thrive in fast-paced environments and enjoy the challenge of exceeding performance targets while maintaining high levels of customer satisfaction. My leadership and mentorship skills have allowed me to successfully train and guide new team members, fostering a collaborative and positive work environment. I'm passionate about process improvement and constantly seek opportunities to enhance efficiency and productivity. My strong communication and problem-solving abilities enable me to effectively resolve complex issues and build strong relationships with both clients and colleagues. I'm committed to staying abreast of industry regulations and best practices to ensure compliance and mitigate risks. To further enhance my professional development, I've completed training programs such as "Peak Performance and Coaching" and the "iQor sQholar for Q4 2019 under Management Training Program." I'm confident that my skills, experience, and dedication to continuous learning would make me a valuable asset to your team.
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SpecialistIqor Philippines Jul 2023 - Oct 2023Angeles, Central Luzon, PhilippinesAnalyzed complex customer account information to identify and resolve issues, consistently exceeding customer satisfaction targets.Spearheaded proactive customer service initiatives, reducing escalated complaints.Championed operational best practices and actively supported colleagues, driving team efficiency improvements. -
Contract AdministratorSutherland Global Services Ltd Jan 2023 - Jul 2023Angeles, Central Luzon, Philippines● Analyzed complex customer account information to identify and resolve issues,consistently exceeding customer satisfaction targets.● Spearheaded proactive customer service initiatives, reducing escalated complaints..● Mastered complex call scripts and consistently maintained control of challenging customerinteractions.Identified and implemented operational improvements, contributing to a 10%reduction in average call handling time.● Maintained meticulous records of… Show more ● Analyzed complex customer account information to identify and resolve issues,consistently exceeding customer satisfaction targets.● Spearheaded proactive customer service initiatives, reducing escalated complaints..● Mastered complex call scripts and consistently maintained control of challenging customerinteractions.Identified and implemented operational improvements, contributing to a 10%reduction in average call handling time.● Maintained meticulous records of customer interactions, improving data accuracy. Show less
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Senior Agent / Subject Matter ExpertIqor Philippines Nov 2015 - Oct 2022Angeles, Central Luzon, Philippines● Collections Expertise: 3+ years of experience handling inbound and outbound collectionscalls, demonstrating proficiency in negotiation, payment arrangements, and accountresolution.● Managed 50+ calls daily, consistently exceeding performance targets for customersatisfaction and issue resolution.● Proactively addressed customer complaints and de-escalated tense situations.● Collaborated with cross-functional teams to resolve complex account discrepancies… Show more ● Collections Expertise: 3+ years of experience handling inbound and outbound collectionscalls, demonstrating proficiency in negotiation, payment arrangements, and accountresolution.● Managed 50+ calls daily, consistently exceeding performance targets for customersatisfaction and issue resolution.● Proactively addressed customer complaints and de-escalated tense situations.● Collaborated with cross-functional teams to resolve complex account discrepancies andtechnical issues.● Mentored and trained new hires, resulting in a 20% improvement in their performance.● Implemented initiatives to achieve high NPS scores. Show less
Frequently Asked Questions about Amir S.
What is Amir S.'s role at the current company?
Amir S.'s current role is Specialist at iQor Philippines Inc.
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