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Manager Customer Service/ Portfolio Controls Manager Collection

Makati, National Capital Region, Philippines
October 23, 2016

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Alistaire Nacion

Team Manager (Client Services) (2 years 9 months)

ADP Philippines

+63-919******* PHP 60,000 National Capital Reg


** ***** ** ***** experience

Feb 2014 - Present

(2 years 9 months)

Team Manager (Client Services)

ADP Philippines National Capital Reg, Philippines


Call Center / IT-Enabled Services / BPO


Customer Service



Position Level

Assistant Manager / Manager

• Provided direction, instruction, guidance and leadership to the team for the purpose of achieving Business Unit’s goals and targets.

• Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions

• Achieved the highest scores on employee satisfaction surveys for 2 consecutive years

• Lead various Corporate Sponsored Activities that yielded Awards and Recognition

• Identify training and quality opportunities and work with cross-functional teams to drive performance improvement

• Engaged with Client and Stakeholders in a day to day to ensure business continuance

• Attend client meetings and calibrations

• Hold regular team meetings with direct reports to review previous day/week/month program performance and provide guidance regarding future performance in order to continuously improve results.

* Plan and execute employee engagement, reward and recognition to help drive performance and mitigate attrition

* Review operational reports on regular basis and develop and implement action plans to address deficiencies.

* Recognize and recommend operational improvement, promotes and maintains quality of service, deliverables

• Attended various training and seminars related to my role to further enhance my capabilities

• Conduct and write employee performance evaluations

• Review operational reports on regular basis and develop and implement action plans to address deficiencies.

• Ability to motivate and inspire a team members to achieve performance goals

• Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques. Conduct regular performance reviews and one-one-one meetings with direct reports to evaluate performance against KPIs.

• Collaborated with respective Operational Support Teams to train employees to meet Client demands

May 2006 - Feb 2014

(7 years 10 months)

Portfolio Controls Manager - Collections B2B and B2C

Genpact LLC National Capital Reg, Philippines


Call Center / IT-Enabled Services / BPO


Banking/Financial Services



Position Level

Assistant Manager / Manager

• Accountable for operational and day-to day business development for a high profile portfolio for the world's largest bank and deliverable to support recovery of unpaid debt worth over $10 million. Developed and led staff of 20 account representatives.

• Had led a team in a day to day in operational functions which includes/but not limited to: Setting up performance goals and standards, forecasting performance trends, evaluation of task and work weekly and monthly, Management by walking, skill development through coaching and feedback, administering disciplinary and corrective measures

• Coached and developed Account Representatives through side-by-sides and follow-up critique on calls completed to improve technique; encouraged and facilitated second voice between team members, utilizing individual strengths within the group; provided feedback and suggestions during and after collection calls.

• Reduces risk by ensuring all collection activities are conducted according to federal and state regulations and keeping accurate records.

• Define, develop and implement best practice collection and cash application strategies that support profitable growth for multiple and diverse lines of business.

• Use metrics and data analysis to assist with forecasting / strategic planning related to staffing needs, aging balances, write offs reserves and overall portfolio performance.

• Came up with contest that had driven performance, increase employee recognition and retention

• Evaluated tenured associate on various competencies (career planning) that would prepare and qualify them for internal IJP

• Prepared daily, weekly and Monthly performance dashboard on performance review with Clients and Management

• Had maintained and nurtured a positive relationship with GE clients that had resulted with outstanding NPS score and growth on business

• Lead Client performance review on a monthly basis and been proactive providing solutions whenever/if needed

• Spearhead special projects that would have impact on both process/people and business

• Came up with a GB project that had help identify process improvement and business impact

• Established performance standards and KPI based on VOC

• Responsible for Daily Reports sent out to clients which includes daily performance outcome, challenges and proposed action plan to mitigate issues.

• Proposed Monthly Incentive plan to our Clients to further boost Performance

• Manage and coach Collection staff of approximately 18-20 employees

• Manage daily collector operations for manual outbound collections or with blended inbound and outbound call volume.

• Motivate Collections staff to achieve standard metrics, including (but not limited to) Delinquent Dollar Resolution, Contact per Hour, Net Rate, Dollars Collected per Hour, Speed pay Rate, and Quality metrics.

• Recognize and reward associates on a regular basis, using both formal and informal channels.

• Coach and develop collectors to improve performance and meet compliance goals.

• Review and analyze employee performance statistics on a daily basis.

• Address employee issues in a timely manner.

• Deliver informal coaching sessions promptly, and formal corrective action with specific behavioral recommendations in a reasonable amount of time.

• Complete and conduct monthly and annual employee evaluations.

• Manage disciplinary process as necessary.



Ateneo De Naga

Bachelor's/College Degree in Humanities/Liberal Arts Philippines





Bachelor's/College Degree in Others Philippines





Product and Portfolio Management, Collections B2B, Staff development and Leadership, Performance Management


Six Sigma train and tested, Project Management, Client and Stakeholder Management


Proficiency level: 0 - Poor, 10 - Excellent


Spoken Written

Filipino (Primary)

10 10


9 9

Jobstreet English Language Assessment (JELA)

Date Taken

26 Jul 2016



Additional Info

Expected Salary

PHP 60,000

Preferred Work Location

Anywhere in Philippines, National Capital Reg, Bicol Region

Other Information

Lean and Six Sigma – GENPACT 2012

7 Habits of Highly Effective People – GENPACT 2013

US Basic Payroll – ADP 2014

Change Management- ADP 2014

Performance Management – ADP 2015

US Payroll and Taxes – ADP 2016

About Me


33 years


National Capital Reg, Philippines



Contact this candidate