Cebu, Central Visayas, Philippines
> Healthcare and Insurance Group Lead > Healthcare and Insurance Team Lead >Grocery and Key Accounts (Accounts Receivable) Team Lead - Oversaw three Accounts Receivable teams handling grocery, premium beverages, and New Zealand markets. - Monitored debt reports, managed collections, and handled escalations. - Collaborated with various departments to maintain healthy credit standings and executed month-end reports. > Business Billing Team Lead - Managed level 1 complaint escalations and ensured timely resolution. - Achieved top rankings in NPS and ASat scores. - Motivated the team to optimize performance, even in remote work settings. > Business Credit Management Team Lead - Coached advisors on effective email communication for debt collection. -Monitored high-value accounts and implemented incentive schemes to boost performance. -Conducted team huddles and provided feedback to improve collection quality and customer satisfaction. > Quality/ TL OIC – Billing Offline and Mobile Offline - Functioned as both QA and team lead for 17-20 advisors handling online and offline work. - Participated in weekly calls for high-value debts to resolve customer issues. - Conducted training for offline agents and leads for Business Mobile Billing processes. - Passed the First Line Manager exam and was FLM certified. > Quality Analyst – Billing Offline - Conducted audits for offline cases and calls. - Published updated Fatal Errors Guidelines and conducted Stop-Start Call Sessions. - Performed Root Cause Analysis of high-level escalations and reported common QA failures. > High Level Complaints Advisor - Handled Tier 4 complaints and issues for the Billing Department. - Assisted with inbound calls during peak times while ensuring complaint closures. > Business Billing Offline Advisor - Awarded “Outstanding Performer for Onebill Offline.” - Dealt with escalated issues and ensured swift resolution within productivity targets. - Conducted process refresher trainings and participated in OJT panel discussions. > Business Billing Online Advisor - Dealt with customer service and billing issues for SME customers. - Became a Subject Matter Expert and provided floor walk and supervisor call assistance. - Awarded for QA scores, customer satisfaction, and one-call resolution.
Overseeing Daily Operations: Manage the day-to-day activities of the billing and enrollment team. Ensure timely and accurate processing of billing and enrollment tasks. Staff Supervision and Training: Supervise, train, and evaluate the performance of billing and enrollment staff. Provide ongoing training and support to ensure staff are up to date with current procedures and regulations.
- Handling 3 Accounts Receivable teams: Grocery and National accounts AR team for the entity that markets and sells an extensive range of non-alcohol beverages including soft drinks, mixers, mineral water, water, juice, iced tea and sports drinks; - Premium beverages AR team for the department that markets and sells alcohol brands in Australia, with some products sold internationally. The range includes premium international beers, craft beers, ciders and ready-to-drink products.; - New Zealand team – AR team for the department that markets and sells alcohol beverages in New Zealand and exports around the world. - Monitoring Top 60 Debt report, 6 months aged debt report, managing collections activities impacting monthly metrics on receivables current and past due - Manage escalations from internal and external customers - Aside from being a team lead, I am also assigned to deal some of the Grocery companies, Vending and National accounts that deals with workload analysis for each ledgers. Each Ledgers consists of -Timely reconciliation with accounts so as to keep healthy credit standing and - Also, in regular communication and ensure partnership with related functions such as Customer Data Management, Sales team, Territory Managers, and Customer Service Teams - Executes Month-End reports - Team up with Cash App team lead on unapplied cash resolution
- Handling and dealing level 1 complaint escalations and ensuring cases progresses to resolution and closure rather than progressing to level 2 complaints - Closely monitoring number of cases raised as complaints is within acceptable number every day - Currently ranking 1st across all teams for NPS and ASat (November MTD) - Exerting activities for Team Motivation on how to maximize time and optimize performance even on struggles faced of working from home employees - Constant touch-based on employees for reaching target for Logging and Handling complaints
- Coached business email etiquettes to HVA advisors as a way to effectively collect high valued debts even through emails - Investigated and closely monitored Top 20 HVA to push for collections and if debt is uncollectible - Close monitoring of hourly collections and promise of payment of each advisors to ensure target hit before end of week - Engaged on fun activities and incentive schemes to hype up collections and boost performance of advisors - Initiated incentive schemes that resulted for the whole team to reach above the given target for NPS and ASat - Owned the daily, weekly, monthly updates for NPS and ASat - Had done the task of calling back customers who gave red survey scores to confirm issues and help resolve them to ensure collection of any debts and/or asked feedback at hand in order for improvement of call collection quality - Was part of the discussion with client for improvement of Quality scoring to aim calibrated quality audits and to reduce handling time - Prepared powerpoint slides for SOP client calls and is tasked to discuss Quality and NPS/ASat team scores - Had initiated score monitoring scheme via excel and worked with client for enhancement in creating running file of the advisors scores by weekly, monthly, and quarterly for easy advisor ranking and performance management - Conducted team huddles on ways how to get good survey scores even in a Collections Calls - Had done coaching and feedback on effective and quality way of collecting debts for both SME business and High Value Accounts - Have been proactive in sharing my knowledge with Billing in resolving customer’s issues at first point of contact in order to collect the debt within given timeframe - Had shared best practices and enhance process knowledge on resolving billing issues at collections end in order to expedite collection of debts
- Functioning both as QA and handling a team of 17-20 advisors at the same time that deals both online and offline works - Part of the weekly call for High Valued Debts that aims to resolve pending issues with customers and progress them to clear balances upon resolution of their issues and complaints - Ensured advisors gets good survey scores despite dealing with disputes and complaints - Handled both team that deals with Line and Broadband accounts as well as business mobile accounts - Had conducted training for all offline agents and leads for Business Mobile Billing process - Passed the First Line Manager exam and was FLM certified