Kathlene Casugay

Results-driven Collections and Customer Service Specialist over 7 years of experience in freight and logistics operations, accounts receivable, billing, and customer relations. Skilled in resolving billing discrepancies, negotiating payment arrangements, and delivering high-quality support to clients. Strong communicator with proven ability to improve collection rates, streamline processes, and support team performance. Known for accuracy, efficiency, and maintaining high customer satisfaction.

Outbound Collections Specialist at iQor (2023-10 – Present)

Manage customer accounts and provide support to internal and external stakeholders in collections operations.

• Manage customer accounts and provide support to internal and external stakeholders
• Investigate and resolve billing discrepancies and invoice issues
• Process payments and maintain accurate account transactions
• Reinstate suspended accounts after payment verification
• Post adjustment entries for authorized deductions
• Contact customers regarding outstanding balances and payment options
• Negotiate payment plans based on financial assessment
• Collect payments via phone, online platforms, and mail
• Maintain accurate documentation of all collection activities

Customer Service Representative / Back Office Preferred Customer Associate at Alorica (2018-05 – 2023-10)

Handled high-volume inbound, outbound and email inquiries with focus on freight and logistics customer support.

• Handled high-volume inbound, outbound and email inquiries
• Tracked domestic and international shipments and provided real-time updates
• Assisted customers with customs processing and documentation
• Reviewed invoices and resolved billing disputes efficiently
• Processed payments and account adjustments
• Consistently met or exceeded performance and service metrics

Bachelor of Arts in Broadcasting – La Verdad Christian College (2018-03)