Leads a group of over 200 employees under 3rd Party Collections, Contact Acceleration Group, Strategy & Reporting, and Centralized Dialer Team. Handles both Recoveries Operations and Support group functions of the division. Has a strong background in Operations Management and Process Developlment in a business process outsourcing industry with her close to 8 years of experience in call center companies. A team-player, self-motivated, independent, innovative and dedicated person who is always… Show more Leads a group of over 200 employees under 3rd Party Collections, Contact Acceleration Group, Strategy & Reporting, and Centralized Dialer Team. Handles both Recoveries Operations and Support group functions of the division. Has a strong background in Operations Management and Process Developlment in a business process outsourcing industry with her close to 8 years of experience in call center companies. A team-player, self-motivated, independent, innovative and dedicated person who is always determined to deliver results and achieve success in any project assigned to her. Show less

ARM Recoveries (3rd Party Collections Operations and Support) which was the division I was part of, along with other ARM business segments of Expert Global Solutions was bought by Platinum Equity in November 2014 and was called Transworld Systems Inc. (see http://www.platinumequity.com/news/951/expert-global-solutions-completes-sale-to-platinum-equity). However, both my tenure and job function as Client Manager was carried over to the new company after the transition from EGS (formerly NCO… Show more ARM Recoveries (3rd Party Collections Operations and Support) which was the division I was part of, along with other ARM business segments of Expert Global Solutions was bought by Platinum Equity in November 2014 and was called Transworld Systems Inc. (see http://www.platinumequity.com/news/951/expert-global-solutions-completes-sale-to-platinum-equity). However, both my tenure and job function as Client Manager was carried over to the new company after the transition from EGS (formerly NCO Group, Inc.). Show less

In charge of the Centralized Dialer Team in Manila supporting various NCO sites from both on-shore and off-shore locations. Assisted in dialer strategy planning and execution with Operations team. Provided feedback and analysis on the effectivity of dialing plans and collections platforms used by customer contact management. Ensured that Operations team have organized dialer management plans and is compliant to Federal laws and other policies or regulations governing third party collections… Show more In charge of the Centralized Dialer Team in Manila supporting various NCO sites from both on-shore and off-shore locations. Assisted in dialer strategy planning and execution with Operations team. Provided feedback and analysis on the effectivity of dialing plans and collections platforms used by customer contact management. Ensured that Operations team have organized dialer management plans and is compliant to Federal laws and other policies or regulations governing third party collections services. Show less

Responsible for formulating various training modules for the Collections team of Consumer Lending Group as well as the Quality Management of collections calls. Initiated call handling strategy implementation and other collection techniques that helped achieve the desired delinquency rate targets monthly highlighting on the use UniCard Enterprise Application Workbench, Indus Collections System and FinOne Application Processing System.

Ensured compliance of Citiphone officers (customer service for credit cards) to bank policies and procedures in processing clients’ requests and transactions through the use of Control-D Report Maintenance System, Universal SABRE Application and CardPac System. Monitored adherence to instructions by processing units through consistent checking of documents submitted for manual financial adjustments from other departments and call retrieval via Nice Logger, Nice Query and Nice Toolbar System.

Conducted intensive outbound calls to credit card holders of Citibank with past due accounts for proper payment schedules with through AVAYA phone system and CardPac and CACS. Managed the assigned cycle by providing efficient matrix of delinquent accounts for collections, strategies and call schedules. Initiated reversals of charges based on policies of discounts and amnesty guidelines.