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Lucille B. — Senior Operations Manager (Collections) from Philippines

Lucille B.

Senior Operations Manager (Collections)

Philippines No experience yet
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Lucille B., a seasoned Operations Manager specializing in collections, brings over 16 years of experience in the debt recovery and customer relationship management sectors. With a career that spans various high-responsibility roles, she currently operates at AiTech Services Inc., where she is responsible for devising strategies to optimize credit collection. Her role involves close coordination with the Chief Operations Officer to align the company's strategies globally. At Digido Finance Corp., she excelled as a Collections Team Leader, managing past due accounts and leading a team of 19 FTEs. Her analytical skills and performance monitoring were pivotal in reducing bad debt and enhancing financial outcomes. Prior roles include extensive leadership positions at Paloo Financing Inc. and Admerex Solutions Inc., where she honed her skills in regulatory compliance, team leadership, and performance tracking. Lucille’s solid foundation is complemented by her educational background in Computer-Based Accountancy from ACLC College of Mandaue.

Experience

  • Operations Manager

    AiTech Services Inc. · 2022 — Present
    Developed and executed a strategy to enhance the collection of overdue credit. Collaborated with the Chief Operations Officer to design effective collection strategies and programs. Compiled monthly feedback reports on payment collections and ensured adherence to local regulatory requirements. Supervised collection activities and monitored performance to meet collection targets. Suggested improvements on collection activities based on analytical results and monitored account statuses. Responsible for hiring and training qualified staff, as well as overseeing their performance. Handled escalated client inquiries related to sensitive collection issues.

  • Collections Team Leader

    Digido Finance Corp. · 2021 — 2022
    Oversaw past due accounts with a focus on managing a team of 19 full-time equivalents (FTE) from August 2020 to March 2021. Coordinated the past due team, managing 3 to 18 days past due (DPD) accounts with 21 FTE. Conducted daily coaching sessions to provide immediate performance feedback, enhance engagement, and align with KPIs. Led weekly business operational reviews, delivering key insights to upper management. Provided performance updates to team members and organized monthly schedules, maintaining accountability for individual KPIs.

  • Collections Team Leader

    Paloo Financing Inc. · 2019 — 2021
    Supervised inbound teams handling both voice and non-voice communication channels. Carried out routine quality monitoring and performance coaching aimed at improving resolution times and collection efficiency. Took part in weekly operational reviews to identify and address process gaps. Managed and processed official account waiver requests.

  • Collections Specialist

    Admerex Solutions Inc. · 2011 — 2021
    Managed early-stage collection accounts (9 to 30 DPD) for BDO and EastWest Bank (EWB). Handled BDO early-stage collections from 9 DPD to 30 DPD, as well as late-stage and recovery collections (31+ DPD) for RCBC.

  • Collections Performance Coach

    Admerex Solutions Inc. · 2017 — 2018
    Provided strategic direction and performance guidance to a team of 35 collection professionals.

  • Quality Analyst (Collections)

    Admerex Solutions Inc. · 2015 — 2017
    Assessed recorded calls to ensure compliance with call flows, script parameters, and quality standards. Conducted regular floor-walks to deliver real-time assistance and coaching to agents. Resolved formal client complaints and implemented corrective measures as necessary. Led employee engagement initiatives, organizing monthly events and annual recognition programs.

  • Assistant Team Leader

    Admerex Solutions Inc. · 2012 — 2015
    Assisted the Team Leader in managing daily operations to ensure all shift responsibilities were met efficiently.

  • Production Worker

    Cebu Mitsumi Inc · 1998 — 2008
    Assembled components for floppy disk drives and completed training in Japan for three months.

Skills & Expertise

Compliance / RegulatoryAccount ManagementComplianceCA (Chartered Accountant)Quality Monitoring

Education

  • 2yrs. Computer-Based Accountancy
    ACLC College of Mandaue