A/R or Credit and Collections Supervisor

MANUEL BELARDIN MATEUS

** ****'s Gate Blvd

Barrie, Ontario L4M 7E4

Home phone: 705-***-****

Cell: 705-***-****

E-mail: *******.******@*****.***

Linkedin profile: http://www.linkedin.com/pub/manuel-b-mateus/32/694/550

OBJECTIVE:

To become a strong asset within an organization that offers growth

opportunity.

QUALIFICATIONS

. Excellent organizational, analytical and interpersonal skills.

. Excellent problem solving skills.

. Adaptable, co-operative and responsible.

. Demonstrating Ethics and Integrity.

. Highly motivated, punctual, neat and a quick learner.

. Demonstrating Leadership and Personal Accountability.

. Multilingual, fluent in French, English, Portuguese and Spanish.

RELEVANT SKILLS

. Breadth knowledge of strategic Collection techniques, risk management

and loss mitigation for Mortgage portfolios, Secured Auto Loans,

Unsecured Consumer Loans, Retail Credit Cards, MasterCard's

portfolios.

. 10+ years of combined people management, customer care, call centre

and collection experience

. Developing a strong working relationship with co-workers and employees

. Excellent negotiation skills.

. Strong motivation, coaching and team building skills.

. Goal-oriented and able to work independently within a deadline driven

environment.

. Flexible, adaptable and open to change

. Strong individual worker but also a team player within the workplace.

. Adept to implementing change and new processes to improve the overall

departmental performance

. Focusing on KPI's to not only meet departmental goals, but also exceed

expectations by mitigating loss and increasing Bad Debt Savings.

. Excellent knowledge of Microsoft Applications, such as Excel,

PowerPoint, Access

EDUCATION

. 1988-1992 Institut P dagogique National:

BA, Major in Linguistics (French Studies)

. 1990-1995 Institut Sup rieur Commercial and Institut P dagogique

National: BScB, Major in Commerce and Finance

. 1995 Escola Nacional de Comer io: Accounting and Finance

. 2007 Seneca College of Applied Arts and Technology, Centre for

Financial Services: Contact Centre Operations & People Management

. 2011 to Present Georgian College of Applied Arts and Technology:

Business Administration - Accounting, 2nd year

EMPLOYMENT

March 2007 to Present

Senior Bilingual Credit and Collection Supervisor, Wells Fargo Financial

Canada

. Responsible for the day-to-day operation of a team of collectors.

. Recommending operational improvements.

. Responsible for daily application of policies and procedures.

. Monitoring performance of staff members according to established

standards, conducting performance evaluations and taking action as

needed to ensure maximum performance is achieved.

. Preparing and delivers performance reviews. Completes call quality

monitoring and provides feedback and coaching to promote staff

development and increase work productivity.

. Reviewing and makes recommendations regarding policies/procedures and

process improvements including improving department efficiency,

effectiveness, workflow and KPI's.

. Ensuring that all implemented business practices allow for the

constant improvement of collection results.

. Performing consistent queue analyses and audit, looking to identify

gaps in work flow and/or agent process and to determine high risk

accounts. Gathers and analyzes statistical reports on a formal and

informal basis and calculates forecast delinquencies and prepares bad

debt projections.

. Responsible for all compliance and security policies and individual

results in internal or external audits and ensures that all corporate

policies are adhered to.

March 2006 - March 2007

Acting Bilingual Collections Supervisor, Wells Fargo Financial

June 2005 - March 2006

Inbound team Leader, Wells Fargo Financial Canada

October 2004 to March 2006

Bilingual Collection Specialist, Wells Fargo Financial Canada

. Central, Eastern, Western and Atlantic Accounts

. Arranging finely payments of delinquent accounts

. Offering best value product, option or solution for customers' needs

. Using appropriate collection techniques

. Seeking a win-win resolution

. Making sound business decision to mitigate losses

. Applying call control techniques

. Proficient use of tools to cure the delinquency

. Completing accurate and concise account notes

. Demonstrating accountability and ownership to resolve customers'

concerns

. Applying knowledge of processes and systems to get things done

. Building good rapport with customers

. Identifying issues and focuses on those issues first

. Completing follow -ups as needed or required

. Supporting one contact resolution

. Pro-active by assuring customers that a solution will be found

. Devoting attention to all concerns that rose during the call

. Stressing urgency in resolving the matter at hand

February 2001 to October 2004

Bilingual Corporate Accounts Receivable Specialist and Bad Debt Recovery

Officer at Rogers Wireless Inc.

. Updating and maintaining new and existing accounts

. Advising customers of timelines and billing procedures

. Arranging finely payments of delinquent accounts

. Answering questions, dealing with complaints and transferring calls to

the appropriate group of experts

. Demonstrating consistency

. Offering good customer service and exceeding customers' expectations

January 2001

Volunteering at Heritage Council, Multi-Cultural Centre in Fort-Erie

. Translating and interpreting for Newcomers

1996 - December 2000

Information Security Supervisor, International Committee of the Red Cross

References: Available upon request

Contact this candidate