Arleen L.
Senior Customer Service and Collections Specialist
Open to offersNew to PlatformAbout
Arleen D. is a seasoned Customer Service & Operations Professional with over 20 years of diverse experience in sectors such as U.S. collections, accounts receivable, business operations, consulting, and education. Based in Dasmariñas City, Cavite, Philippines, Arleen has demonstrated a strong capacity for managing customer relationships, navigating complaint resolutions, and executing efficient collections and payment processing. Her tenure at companies like Asurion and iQor emphasizes her proficiency in handling complex customer interactions while adhering to regulatory standards like TCPA and FDCPA. Arleen's extensive career further includes experience as a business consultant, where she identified and analyzed operational issues, offered consultative recommendations, and supported HR, accounting, and production functions. Her academic credentials are fortified by a recently completed Master's in Business Administration, enhancing her effectiveness in international business environments and customer-focused roles.
Experience
Blended Technical Support Expert
ASURION · 2021 — 2026Delivered support focused on customer needs in a fast-paced setting, addressing inquiries and service-related issues. Ensured effective communication while resolving customer concerns through structured solutions. Handled complaints calmly, applying active listening and problem-solving skills. Collaborated with team members to meet performance targets and adhered to company policies and quality standards.Consultant
FSII · 2019 — 2019Provided consulting services by identifying operational concerns and recommending solutions across various functional areas. Assisted with implementation of approved recommendations and offered operational support in Human Resources, Accounting, and Production. Collaborated with the General Manager/Owner on business matters and evaluated existing processes for improvement.Collections Senior Specialist
iQor · 2018 — 2019Managed customer account collections and payment processing while ensuring compliance with company policies and regulations. Reviewed accounts to recommend appropriate payment options and negotiated payment arrangements for delinquent accounts. Addressed account-related issues professionally, maintained documentation, and followed collection procedures.Collections Senior Specialist
CONDUENT BUSINESS SERVICES, LLC. · 2014 — 2018Oversaw accounts receivable management, handling collections and adjusting accounts as necessary. Investigated discrepancies and coordinated with departments like Sales and Finance to resolve issues. Communicated directly with clients regarding their account balances and prepared reports for international conference calls. Developed Desktop Procedures (DTPs) to standardize processes and provided training to new employees.Collections Specialist
TELETECH, INC. · 2008 — 2013Managed collection activities and processed payments while analyzing customer accounts for suitable payment solutions. Discussed outstanding balances with customers and assisted in establishing payment options. Followed U.S. collection regulations and maintained professional communication regarding sensitive information.Customer Service Representative — E-mail Support
SUTHERLAND GLOBAL SERVICES · 2007 — 2008Delivered customer support through email, efficiently responding to inquiries and resolving issues per established procedures while maintaining professional communication.Customer Service Representative
VISION X, INC. · 2006 — 2007Assisted customers with inquiries and service concerns, addressing issues with professionalism and efficiency. Maintained accurate customer records and adhered to service procedures.Customer Service Representative
APAC, INC. · 2005 — 2006Provided assistance to clients by handling inquiries and requests while ensuring professional communication in accordance with established customer service procedures.Proprietress
ADAVI DISTRIBUTORSHIP · 2003 — 2005Managed overall operations of the distributorship business, including customer relations, sales, purchasing, and administration. Oversaw daily business activities and coordinated transactions with customers and suppliers.Dean of Student Affairs
UNIVERSITY OF PERPETUAL HELP · 2002 — 2003Managed student affairs, coordinating programs and activities to support student development. Provided guidance to students and collaborated with the academic community to address concerns.College Instructor
UNIVERSITY OF PERPETUAL HELP · 1999 — 2003Facilitated college-level instruction, developing lessons and materials to enhance classroom learning while supporting students in their academic development.College Instructor — English
DR. FELIMON C. AGUILAR MEMORIAL COLLEGE (DFCAMC) · 1999 — 2002Taught English courses, developing instructional materials and guiding students in communication skills while evaluating their performance.
Skills & Expertise
Education
- Master in Business AdministrationPhilippine Christian University · — — 2024
- Bachelor of Arts in Mass Communications Major in BroadcastingCentro Escolar University · — — 1990
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