ANNA C.
Mid-Level Collections and Retention Supervisor
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Anna C. is a seasoned Collections and Retention Supervisor with extensive experience in reducing delinquency and enhancing account recovery strategies. She has effectively led teams at companies like The Credit Pros, managing the daily operations of collections and customer retention units. Her strategic approach in reducing delinquency rates and improving customer loyalty showcased her prowess in CRM proficiency, performance metrics monitoring, and conflict resolution. Prior roles include a Legal Intake Specialist at On Point Legal and various customer service roles at Teleperformance Philippines and Sutherland Global Services, where she honed her skills in process improvement implementation and Developing positive customer relationships. Anna's educational background in Business Management from Urios University further complements her practical experience, enabling her to align operational objectives with business goals effectively. Her work has consistently driven results, improved team performance through agent coaching, and enhanced customer satisfaction across the services industry.
Experience
Collections and Retention Supervisor
The Credit Pros · 2023 — 2026Oversaw daily functions of the collections and customer retention team, ensuring adherence to company and regulatory guidelines. Managed collections processes aimed at efficiently recovering overdue debts. Crafted and executed strategies to decrease delinquency rates and improve customer loyalty. Provided staff supervision and coaching to meet performance objectives and enhance service quality. Identified at-risk customers, implementing targeted actions to minimize churn. Streamlined communication and supervised retention efforts across different locations to maintain consistent practices. Monitored key performance indicators and suggested process enhancements.Legal Intake Specialist
On Point Legal · 2022 — 2023Engaged with prospective legal clients via phone and email to evaluate their cases and determine compatibility with the firm's services. Conducted thorough research to assess claims for merit and ensure alignment with the firm’s areas of expertise. Managed and maintained client information within computer systems for accessibility. Built connections with various law firms for enhanced referral possibilities and performed administrative tasks to support office operations. Handled escalated customer calls, delivering satisfactory resolutions and addressing inquiries effectively.CSR, Billing/Sales (Point of Contact)
Teleperformance Philippines - T-mobile · 2018 — 2022Collaborated with various departments to tackle escalated issues and optimize workflows in line with business goals. Regularly reported departmental metrics and insights to senior management to aid strategic planning. Built customer relationships to foster loyalty and repeat recommendations. Executed email marketing campaigns aimed at customer engagement and sales drives. Addressed customer inquiries efficiently, utilizing time management skills to prioritize tasks and resolve issues promptly. Applied analytical skills to identify patterns in customer feedback, suggesting improvements where necessary.Appointment Setter
Home Depo · 2013 — 2014Engaged in high-volume outbound calls to potential customers, particularly regarding kitchen repair and renovation services. Identified customer needs, discussed available services, and qualified leads for appointment setting. Scheduled appointments with appropriate representatives and followed up with leads who needed further engagement. Handled customer questions and objections professionally while maintaining an organized CRM for documentation.Billing and Sales Specialist
Sutherland Global Services · 2009 — 2013Established rapport through active listening, enhancing customer retention and garnering positive feedback. Maintained detailed customer interaction records to ensure follow-up accuracy and issue resolution. Collaborated with peers to create best practices for consistent service delivery. Acted as a point of contact in supervisors' absence, managing team concerns and monitoring performance.Collections Specialist
Iqor Philippines · 2007 — 2009Handled inbound inquiries regarding account balances and contract terms, providing detailed information to improve customer satisfaction. Generated invoices and processed payments while managing accounts receivable to ensure timely collections. Investigated and resolved billing errors as well as payment discrepancies. Engaged with customers regarding overdue accounts, using empathy and active listening to address financial concerns. Negotiated payment arrangements and documented interactions meticulously in CRM systems, maintaining confidentiality throughout.
Skills & Expertise
Education
- Bachelor of Science: BSC-Business ManagementUrios University · — — 2004