Claus Campos

Results-driven Operations and Accounts Receivable Leader with over 12 years of BPO experience leading high-performing teams across First-Party Collections, Accounts Receivable, Customer Service, Sales, Quality Assurance, and Technical Support. Experienced in managing collection portfolios, reducing delinquency, improving cash flow, and developing employees through coaching and performance management. Proven ability to drive operational excellence by improving KPIs, implementing process improvements, and collaborating with cross-functional teams.

Adept at balancing customer experience with business objectives while consistently delivering strong operational results.

Team Lead – Accounts Receivable (SanMar Account) at Iswerk / iSupport (2025-08 – Present)

Lead a team responsible for first-party Accounts Receivable and collections for SanMar, ensuring timely collections while maintaining strong customer relationships.

• Lead and develop an Accounts Receivable team managing a dedicated customer portfolio.
• Monitor collection performance, aging, productivity, and service quality.
• Review payment history and customer accounts to support payment arrangements, credit decisions, and order releases.
• Conduct weekly aging reviews and identify high-risk accounts requiring immediate action.
• Develop collection strategies to improve cash flow and reduce delinquent balances.
• Coach team members through regular performance reviews, call monitoring, and one-on-one sessions.
• Ensure compliance with company policies, collection procedures, and documentation standards.
• Partner with Credit, Sales, and Customer Service teams to resolve customer issues and improve operational efficiency.

Assistant Operations Manager (Interim) at Transparent BPO (2024-12 – 2025-04)

• Managed three operations teams supporting transportation services for hospital appointments.
• Directed Team Leaders to achieve service level, quality, productivity, and client expectations.
• Coordinated with multiple departments to resolve operational issues and improve workflow efficiency.
• Assisted in workforce planning, performance management, and daily business operations.
• Delivered coaching and operational guidance to frontline leaders.

Team Leader at Transparent BPO (2023-05 – 2024-12)

Managed multiple client programs across Sales, Technical Support, and Customer Service.

• SiriusXM: Led an outbound sales team focused on subscription growth and revenue generation.
• Echelon: Managed a technical support team assisting customers with connected fitness equipment.
• OpenTech: Led technical support operations for self-storage software, kiosks, and access systems.
• Managed daily operations, productivity, attendance, and performance.
• Conducted coaching sessions, performance evaluations, and development planning.
• Improved team engagement and accountability through continuous coaching.
• Collaborated with clients and internal stakeholders to achieve operational goals.
• Top Team Leader of the Month (September & December 2023)

Quality Analyst at Wheelhouse Philippines (2022-02 – 2023-03)

• Evaluated customer interactions for quality, compliance, and customer experience.
• Delivered detailed feedback and coaching recommendations.
• Conducted calibration sessions with Operations leaders.
• Helped improve quality processes and reporting.

Business Development Representative at Wheelhouse Philippines (2022-02 – 2023-01)

• Generated qualified sales opportunities through outbound prospecting.
• Built strong customer relationships and exceeded sales objectives.
• Worked closely with Sales and Marketing to improve lead generation.
• Top Business Development Representative (April 2022)

Team Leader – Receivables Management at Afni Philippines Inc. (2018-08 – 2021-09)

• Led a first-party collections team handling consumer receivables.
• Monitored collection performance, productivity, compliance, and quality metrics.
• Conducted coaching sessions and developed action plans for performance improvement.
• Supported escalated customer concerns and payment negotiations.
• Partnered with Operations leadership to improve collection effectiveness.
• Top Team Leader/Coach of the Month (June 2021)

Receivables Management Representative at Afni Philippines Inc. (2018-05 – 2018-08)

• Managed delinquent customer accounts.
• Negotiated payment arrangements.
• Consistently achieved collection and quality goals.

Customer Service Representative at Afni Philippines Inc. (2016-04 – 2018-05)

Sprint CFS | Verizon Prepaid

• Assisted customers with billing, technical support, and account management.
• Resolved customer concerns while maintaining high customer satisfaction.
• Consistently met quality and productivity targets.

Associate in Computer Science – Ramon Magsaysay Technological University (2007)