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.
