Ex-Capital One Booking.com | Credit Collections Specialist
Metro Manila
I am a results-oriented professional specializing in Credit Control, Collections, and Client Operations, with a career grounded in the high-standards of industry leaders like Capital One and Booking.com. My expertise lies at the unique intersection of financial precision and exceptional service, allowing me to secure business revenue while maintaining the professional reputation of the clients I represent. Whether I am managing complex debt recovery strategies or navigating intricate travel logistics, I bring a level of corporate-trained rigor and attention to detail that ensures every operational hurdle is cleared with efficiency. What sets me apart is my ability to bridge the gap between back-office finance and front-facing client relations. During my tenure as a Collections Specialist at Capital One, I mastered the art of high-stakes negotiation and revenue recovery, learning how to balance firmness with the empathy required to preserve long-term client trust. Combined with my experience at Booking.com, where I managed global logistics and high-pressure customer solutions, I have developed a versatile skill set that handles both the numbers and the people behind them with equal mastery. Today, I leverage this corporate pedigree to provide specialized support focused on organization, communication, and workflow optimization. I am not just a task manager; I am a strategic partner dedicated to protecting your cash flow and streamlining your professional life. By applying the systems and communication standards used by the world’s most successful brands, I help business owners and professionals reclaim their time and focus on high-level growth, knowing their essential operations are in expert hands.
Concentrix, full_time
May 2024 to Jun 2026
As a Collections and Reservation Specialist at Booking.com, I managed the complex financial and operational intersection of a global travel marketplace. My dual focus was to secure outstanding revenue from property partners while ensuring a seamless reservation experience for travelers. This required a high level of technical proficiency in navigating internal CRM systems and a deep understanding of international payment processing. I was responsible for resolving financial discrepancies, managing credit risks, and negotiating payment structures with partners to prevent service interruptions and maintain a healthy platform ecosystem. I achieved a significant impact on regional cash flow by streamlining the reconciliation process for disputed commissions. By identifying recurring billing errors and implementing a more rigorous verification workflow, I reduced payment delays by 20% and improved partner compliance rates across my assigned portfolio. My ability to resolve complex booking and payment conflicts resulted in a 95% partner satisfaction rating, as I consistently found resolutions that protected company revenue without compromising long-term business relationships. In addition to financial recovery, I played a key role in optimizing reservation accuracy and reducing cancellations. Through proactive communication and strategic account management, I lowered the rate of uncollectible commission by 12% within six months. I also collaborated with the technical team to provide feedback on billing interface improvements, which led to a measurable decrease in manual intervention requirements. This experience refined my ability to handle high-pressure logistics and financial negotiations simultaneously, ensuring both operational efficiency and bottom-line growth.
Foundever, full_time
Mar 2022 to Apr 2024
During my tenure as a Collections Specialist at Capital One, I managed a high-volume portfolio of delinquent accounts, ensuring consistent revenue recovery while strictly adhering to federal financial regulations and internal quality standards. My primary responsibility involved initiating strategic outbound negotiations and handling complex inbound inquiries to resolve past-due balances. I was tasked with analyzing financial statements and credit reports to evaluate a customer's ability to pay, then tailoring sustainable repayment plans or settlements that balanced the customer’s situation with the company’s financial interests. I consistently exceeded my key performance indicators by maintaining a high call-to-resolution ratio and reducing the average days sales outstanding for my assigned accounts. One of my primary achievements was maintaining a 98% quality assurance score, which reflected my ability to handle sensitive financial conversations with professional grace and accuracy. By implementing more efficient skip-tracing techniques and refining my negotiation scripts, I successfully improved my individual debt recovery rate by 15% within my first year, significantly contributing to the department's monthly liquidation targets. Beyond the numbers, I acted as a mentor for new hires, helping to streamline the onboarding process for the collections team. I focused on teaching effective communication strategies that prioritized empathy without compromising the firmness required for successful collections. My efforts resulted in a measurable reduction in account escalations, as I was able to resolve 90% of disputed accounts at the first point of contact. This experience solidified my ability to work within a high-pressure, metrics-driven environment where precision and results are the top priorities.