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James C. — Senior Operations Team Lead from Philippines

James C.

Senior Operations Team Lead

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

James C. is an accomplished Operations Lead and Executive Virtual Assistant with over 13 years of experience in the BPO industry. At iQor Clark, he effectively led a team of 25 agents for Capital One Auto Finance, where he specialized in the full lifecycle of financial assets. His expertise in Skip Tracing, Title Perfection, Repossession, and Insurance Recovery (GAP/VSC) is complemented by his proficiency in handling US and Canadian customer operations. James possesses strong technical skills, particularly in CRM and Financial Systems like Salesforce and AS400, and has demonstrated strategic leadership by aligning recovery targets during daily client strategy huddles. His role at iQor also involved auditing and collecting rebates for warranty and GAP contracts and managing high-volume communication with third-party providers. Additionally, James excelled in compliance auditing for refinanced vehicle documents and conducted investigative research using specialized tools to mitigate asset loss risks.

Experience

  • Supervisor / Team Lead – Dealer Recovery Group

    iQor Philippines · 2025 — 2026
    Participated in daily strategy huddles with US-based clients to discuss recovery targets and operational health. Led a team of 25 agents, conducting daily meetings to share process updates and coach on performance improvement and KPI achievement.

  • Back Office Specialist – Dealer Recovery Group

    iQor Philippines · 2022 — 2025
    Oversaw accounts categorized as Total Loss or Repossession, auditing and collecting available rebates for warranty and GAP contracts. Generated dealer invoices for pending refunds and handled high-volume communications via email and calls with third-party providers and dealers.

  • Back Office Specialist – Title & Refinance Perfection

    iQor Philippines · 2021 — 2022
    Determined necessary documents for refinanced vehicles in accordance with US State Regulations. Conducted outbound follow-ups with external banking institutions to obtain documents required for title perfection for Capital One.

  • Collections Specialist – Skip Tracing & Recovery

    iQor Philippines · 2019 — 2021
    Engaged in skip tracing to find contact information for customers with invalid numbers, utilizing specialized investigative tools and public records. Negotiated payment options and informed customers of potential scenarios regarding unpaid car payments to prevent further asset loss.

  • Collections Specialist – Bell Mobility & Bell Canada

    iQor Philippines · 2014 — 2019
    Handled inbound and outbound operations for residential (TV/Internet/Phone) and mobile services. Assisted customers with payment arrangements, clarified monthly billing charges, and processed account reactivations for suspended services.

  • Customer Service Representative & Support (FTD.com)

    Sutherland Global Services · 2013 — 2014
    Provided escalation support, assisting associates with complex calls and addressing high-level escalation calls from customers. Managed pending orders, monitored floral deliveries, and coordinated with third-party couriers to resolve fulfillment and quality issues.

Skills & Expertise

Data ScientistCustomer ServiceQuickbooksAccount ManagementCustomer Service Representative

Education

  • Bachelor of Secondary Education, Major in Mathematics (Undergraduate)
    CIT Colleges, Paniqui, Tarlac · 2010 — 2012
  • High School Graduate
    Anao High School, Poblacion Anao, Tarlac · — — 2010
  • Primary School Graduate
    DOCES, Poblacion Anao, Tarlac · — — 2006