Carl Miscala

Highly motivated Customer Service and Collections Specialist with over 8 years of experience handling financial concerns, negotiating payment plans, and delivering exceptional client support. Experienced in using CRM and customer management systems, including Salesforce, Microsoft Dynamics 365 Finance & Operations, Phoenix/Legacy, Connect Me, VOCUS, and SAM. Strong communication, problem-solving, critical thinking, and adaptability skills, with proven ability to manage customer interactions, maintain accurate account records, and resolve concerns efficiently in fast-paced environments.

Collection Analyst / Customer Excellence Team at Iron Mountain – HCL Tech (2025-12 – 2026-07)

• Managed a high-volume B2B accounts receivable portfolio, driving collections on aged accounts ranging from 1–30 days to 360+ days past due
• Conducted proactive collections activities, including outbound calls, email follow-ups, payment negotiations, and dispute resolution to secure timely payments.
• Utilized SAP, Oracle, Salesforce, and internal collection/CRM systems to track invoices, document customer interactions, monitor aging balances, and manage collection strategies.
• Maintained accurate account records, payment commitments, and collection notes to support reporting, compliance, and portfolio performance objectives.

Collection SME / Senior Financial Hardship Associate at MORE TELECOM – EMAPTA (2023-10 – 2025-12)

• Serve as SME supporting Collections and Financial Hardship
• Assist agents with complex hardship cases and escalations.
• Collaborate with leadership to improve hardship and recovery strategies.
• Handled overdue accounts with professionalism and empathy
• Negotiated payment plans based on customer circumstances
• Ensured compliance with privacy and financial regulations.
• Managed billing inquiries and customer concerns
• Provided financial solutions aligned with customer and business needs
• Maintained documentation accuracy and met performance goals.

Collection Associate at MORE TELECOM – EMAPTA (2023-04 – 2023-10)

Customer Service and Collection Representative at Telstra – Ttech (2016-02 – 2021-03)

• Managed billing inquiries and customer concerns
• Provided financial solutions aligned with customer and business needs
• Maintained documentation accuracy and met performance goals.

Bachelor of Science in Mechanical Engineering (Undergraduate) – Mindanao State University