Account Executive Manager

Erika Gloria Aviso

Process Trainer, Collections Supervisor, Project Manager

A total of 14 years of solid Customer Service, Technical, Billing and Collections for both B2C and B2B customers. I have a 5-year experience in Training and worked as a Collections Team Leader for 8 years in an International Bank and Finance. I managed different portfolios such as Retail Credit cards and Personal Loans from Early to Late Stage. I also headed the Kaizen Team for 3 years which is involve in various process improvements in the organization, identifying ideas including automation of some manual processes. ***********@*****.*** 099******** /Home (02-829*****-** Dao St. Marikina Heights, Marikina City, Philippines linkedin.com/in/erikagloriaaviso WORK EXPERIENCE

AR - Collections Supervisor

Cardinal Health International Philippines

05/2019 - 11/2020, W City Center, BGC Taguig City

Managed a team who is responsible for researching all the short- paid invoices. The tasks include creating, sending and communicating with customers and served as a back-end support for Collections team.

Team Leader (Private Equity & Venture Capital)

FactSet Inc. Philippines

08/2018 - 04/2019, CIP Building McKinley Hill

Managed a team which is composed of Financial Language Analysts, Research Analysts and Process Specialist. The team's primary role is to collect and research information about the Asset Managers and different portfolio companies in private equity and venture capital nature.

Collections Team Leader

ANZ Bank

04/2012 - 02/2018, Quezon City Philippines

My role encompasses Financial, Customer, Process, People, Risk and Compliance management.

Managing the team's performance to meet the targets. Implementation of Performance Improvement Plans,

Create the weekly, monthly and annual plans for the team, Capacity Management/ Dialler Management,

Coaching and Feedback session/ Subject-Matter Expert, Taking Escalation Calls & Handling Customer Complaints, Identifying Volume Trends and Data Analysis,

Dialler and Intraday Report Management,

Variance and Comparison Reports,

Product Trainer

Transcom Asia Philippines

03/2007 - 04/2012, Pasig City, Philippines

Lead trainer for Technical, Billing, Retention and Collections campaigns. Facilitate training of leadership and rank and file employees including mentoring of new trainers.

Creating of Training Agenda/materials tailor-fitting it with the campaign or process to be rolled out.

Monitoring of calls and coaching the agents aligned with Quality requirements and regulatory compliance.

Develop Training Needs Analysis for the improvement of the agents and the performance of the organization.

Customer Account Executive

Teletech

08/2006 - 02/2007, Cainta, Rizal

Handled the UnitedHealth Group account an American health care company offering healthcare products and insurance services. Communicates to doctors, nurses, chiropractors about the benefits, eligibility and processing of insurance claims.

SKILLS

Proficient in MS Office Applications Facilitation Skills Marketing and Management Background

Data Analysis and Reporting Coaching and Leadership Skills Automation Projects Design Thinking and Agile Methodology Process Improvement Head Planning & Forecasting

Delinquency & Variance Business Analysis

Recruitment (Internal and External Interviews)

SEMINARS ATTENDED

I have attended the following seminars to improve my skills as a leader and as head of the Process Improvement Team: Team Leader Development Program

Coaching for Performance

People Management

Agile Training

Lean Methodology & Productivity

A3 Creation

Business Requirement Document Proposal

Recruitment for Success

Design Thinking

Microsoft Access Training

EDUCATION

College Degree (BBA - Marketing)

Polytechnic University of the Philippines

06/2002 - 03/2006, Sta, Mesa Manila

ACHIEVEMENTS

Head of Kaizen Team (Process Improvement Team in ANZ Bank)

(01/2015 - 02/2018)

Hit the target of 20% FTE Savings for the Department Implemented 9 Projects with realized dollar savings in ANZ Bank AU Retail Department (2016 - 2018)

Wall of Fame Top 10 Agent (2006 - 2007)

Teletech Cainta - UHG Account - B&E Department

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