Carl Miscala
Customer Service and Collections Specialist
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About
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.
Experience
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.
Education
Bachelor of Science in Mechanical Engineering (Undergraduate) – Mindanao State University
