Whoever it may concern:
Hello, my name is Kiss.
I am a customer service professional with considerable Experience in sophisticated management procedures. Utilizes strong communication skills to establish meaningful, trustworthy client connections that surpass client expectations; highly talented project manager with exceptional team leadership skills who regularly meets goals. I'm leaving my comfort zone in the hopes of landing an international client. I have extensive and valuable expertise servicing customers/clients through phone, email, and chat. Although I am Asian, I speak English well. I realize that as a customer support representative, you serve as the company's first line of defense and issue solutions. I am eager to learn more about your firm and contribute to its growth.
Please contact me by email at kpaculbabusiness@gmail.com
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Experience
Synchrony Global Services Philippines Inc.
Oct 2017 – Present
Cebu Philippines
Portfolio Control Manager
• Manage and coach Collection staff of approximately 15-20 employees
• Manage daily collector operations for manual outbound collections or with blended inbound and outbound call volume.
• Motivate Collections staff to achieve standard metrics, including (but not limited to) Delinquent Dollar Resolution, Contacts per Hour, Net Rate, Dollars Collected per Hour, Speed pay Rate, Quality, AHT and VOC metrics.
• Recognize and reward associates on a regular basis, using both formal and informal channels.
• Coach and develop collectors to improve performance and meet compliance goals.
• Review and analyze employee performance statistics on a daily basis.
• Address employee issues in a timely manner.
• Deliver informal coaching sessions promptly, and formal corrective action with specific behavioral recommendations in a reasonable amount of time.
• Complete and conduct monthly and annual employee evaluations.
• Manage disciplinary process as necessary.
• Effectively manage communications with assigned associates through daily interaction, monthly meetings, and informal coaching.
• Support the daily operations of the Department Unit.
• Manage various projects as assigned.
• Coordinate work schedules and weekend coverage with other PCMs in the Collections department.
• Work with the other PCMs in the Collections department to deliver training, schedule and manage Unit meetings, and enhance processes where necessary. Uses judgment based on practice and precedence.
