Responsibilities:• Oversee the end-to-end OTC process development for a global leader in the Consumer Product Goods industry. (Collections, Cash Application, Route Reconciliations & Order Management) • Measure performance using appropriate project management tools and techniques to ensure the business is heading towards goals.• Plan, deploy, and lead lean activities and develop new digital tools that produced significant cost savings through productivity, quality, and improving business processes. • Effectively implement work plans and evaluate the success against pre-determined metrics.• Identify clear objectives for the team, provide coaching, career development, and feedback to team members, providing performance evaluation and reward.• Hands-on experience in project implementation of RPAs. • Ensure best collections practices are implemented to reduce aging, increase money recovery, and ensure that customers with outstanding payment records continue to receive their invoices and product on time. • Provide approvals for write-offs, refunds, final demand letters, offset balances, and sending accounts to 3rd party collections agency. • Report on a weekly and monthly basis to upper management performance of the department. (Philadelphia, USA, Cambridge, Canada & Toronto, Canada)• Interview prospects from inside/outside the organization looking to join the department and ensure the best talent hiring.• Identify, facilitate, and implement process improvement ideas to improve process efficiencies.• Over 50 people under my scope.• Support Stakeholders and business partners on their customer experience and digital transformation journeys.

Responsibilities: • Order to Cash supervisor for one of the top leaders worldwide in technology. • Participate in weekly meetings with stakeholder in the headquarter (San Francisco, USA) to inform the development and progress of the operation and provide a clear and concise briefing of any variation regarding the established goals. • Creation and follow-up of new reports and dashboards to monitor associates’ performance and behavior of the workload. (Collections and Cash Application)• Quality audits every week to ensure performed tasks were achieving stakeholders’ expectations.

Responsibilities:• Responsible for ensuring implementation of the new operation was handled successfully to minimize customer affectation. • In charge of selecting the most qualified talent for the account based on the needs of the client. • Create protocols, and training manuals and keep them up to date with all recent changes. • Audit development of the operation for both Collections and Customer Service. • Constant implementation of new strategies to increase call volume in Customer Service, and the total of phones in applications for a financial service provider.• Oversee creation of new strategic initiatives to maximize manual collection efforts and dialer.• Participate in weekly meetings with stakeholder in the headquarter (Alabama, USA) to inform the development and progress of the operation.• Improve the agents’ skills via constant coaching and feedback for both departments (Collections and Customer Service).• Supervise metrics along with Workforce department regarding staffing and making sure performance indicators were being met.• Coordinate along with workforce the agents' payroll and the client's billing hours. • Responsible for reinforcing all staff followed company policies. • 18 people under my scope.

Responsibilities:• Oversee all aspects of collections and customer service for a financial service provider.• Report directly to the stakeholder in headquarter (Tennessee, USA) on the development of the operation and provide a clear and concise briefing of any variation regarding the established goals. • Review and develop collection strategies to increase the company's revenue monthly.• Improvising protocols to maximize the revenue collected out of the debt consolidation companies in the US.• Evaluate team members’ performance and supervise that constant and concise coaching given to all subalterns. (Floor supervisors/Assistant Supervisors/Agents)• Supervise metrics and Workforce regarding staffing and ensure performance indicators were being met on both collections and customer service.• Coordinate and evaluate along with HR the hiring and termination processes and make the final decision.• Supervise along with Workforce metrics regarding staffing and performance indicators were being met.• Responsible for reinforcing all staff followed company policies. • Over 200 people under my scope.