Virtual Assistant | Consumer Finance Accounts Receivable Collection
Philippines
I am a Contact Centre Supervisor with over six years of leadership experience in the telecommunications and consumer finance sectors, specializing in consumer finance and accounts receivable operations. I have a proven track record in team leadership, performance monitoring, compliance, and strategic planning, consistently driving improvements in customer satisfaction, operational efficiency, and financial outcomes. In addition to my leadership experience, I offer Virtual Assistant services for busy entrepreneurs and small businesses, leveraging my expertise in customer support, CRM management, scheduling, reporting, and process optimization. I excel at streamlining , managing client communications Throughout my career, I have successfully led inbound and outbound contact centre teams, implemented performance monitoring systems, and delivered coaching programs that enhanced KPI achievement and agent productivity. I work closely with senior management to analyze data, present actionable insights, and drive measurable improvements across operations—skills I now bring to my VA clients to help them focus on growth while I handle the day-to-day operational and administrative tasks.
Travel + Leisure
Mar 2022 to Nov 2025
Led inbound and outbound contact centre teams handling consumer finance and accounts receivable portfolios. Ensured compliance with company policies and financial regulations through continuous performance monitoring. Delivered structured coaching and mentoring programs that improved KPI achievement and agent development. Analyzed operational data and presented performance insights to senior management. Implemented strategies that reduced delinquency rates, improved service quality, and enhanced operational efficiency. Consistently exceeded service and collection benchmarks across inbound and outbound operations. Designed performance monitoring systems that improved agent productivity and compliance. Achieved above-target results in default and ad-hoc portfolios (discovery & securitization). Recognized for strong leadership and maintaining high service quality in finance operations. Led inbound and outbound contact centre teams handling consumer finance and accounts receivable portfolios. Ensured compliance with company policies and financial regulations through continuous performance monitoring. Delivered structured coaching and mentoring programs that improved KPI achievement and agent development. Analyzed operational data and presented performance insights to senior management. Implemented strategies that reduced delinquency rates, improved service quality, and enhanced operational efficiency. Consistently exceeded service and collection benchmarks across inbound and outbound operations. Designed performance monitoring systems that improved agent productivity and compliance. Achieved above-target results in default and ad-hoc portfolios (discovery & securitization). Recognized for strong leadership and maintaining high service quality in finance operations. Skills: Administrative Assistance · Customer Experience · Customer Satisfaction · Leadership · Supervisory Skills · Team Leadership · Team Management · Analytical Skills · Data Analysis · Account Management · Analytical Techniques
IQOR PH
Jan 2019 to Oct 2021
Implemented strategies that increased sales performance and collection efficiency, particularly for accounts over three months overdue. Supervised customer service and telecommunications account teams, ensuring service quality and compliance. Conducted performance evaluations, provided feedback, and executed corrective action plans. Communicated operational metrics and progress reports to senior leadership. Launched productivity initiatives that improved overall departmental performance. Implemented strategies that increased sales performance and collection efficiency, particularly for accounts over three months overdue. Supervised customer service and telecommunications account teams, ensuring service quality and compliance. Conducted performance evaluations, provided feedback, and executed corrective action plans. Communicated operational metrics and progress reports to senior leadership. Launched productivity initiatives that improved overall departmental performance. Skills: Leadership · Team Management · People Management · Team Leadership · Supervisory Skills · Operating Systems · English · Customer Experience · Customer Satisfaction