Collection Manager
Resume:
Jancelzor Mengala Viloria
Lot ** Blk. * Ph. * Corinthians Greensborough Subd. SabangDasmarinas Cavite
Mobile No.: 091********
E-mail: adjpne@r.postjobfree.com
Professional Background
Assistant Center Manager
Teleperformance Philippines
April 2019 to November 2020
Handled Market based calls and understanding its profits and loss to improve company revenue.
In depth understanding of Profit and Loss of the company – understanding the most impacting metric for PNL.
Handled sales, retention, billing and collection. Formulate and innovate new process that will be beneficial for the company and clients with the collaboration of internal partners based in USA.
Collaboration with clients and partners in US for improving processes and program for the site.
Continuous collaboration with other department (Quality, Training etc.) for the improvement of the program.
Identifying pain point for the customers, employees and company.
Managing performance through collected data coming from customers and employees. Focusing with MHN employees that affects the performance through consistent coaching and providing tailor fit action plans.
Managing business needs like occupancy and B2P.
Promoting productive and fun workplace for employees.
TOPS Training for Managers 2019
TEAM Leader
TeleperformancePhillipines
February 2018 – April 2019
Handled community based calls for a Telco account focusing with Profits and Loss for the company.
Collaborating with support group and US partners to improve processes for the program.
Complete understanding of PNL for Community base assignment, identifying the needs and behaviors for a long term resolution.
Promote team work and employee satisfaction by implementing and suggesting programs that can enhance and drive agent’s confidence.
Managing performance - identifying straggled employees and identifying impacting behavior to tailor fit the action plan that will work for the employees.
TOPS Supervisor Training 2018
Top PNL Supervisor for 2018.
TEAM LEADER Apprentice
TranscomWorldwide (Philippines), Inc.
December 2016– February 2018
Collaborated with support teams (training and quality) in improving processes.
Promote team work and employee satisfaction by implementing and suggesting programs that can enhance and drive agent’s confidence.
Handled Power zone Program that focused on AHT, identify and find ways on how to manage average handle time without compromising other KPI’s.
Handled Transition Bay Program for potential and newly hired technical representatives, providing additional product knowledge and skills to achieve their Scorecard.
Doing one on one coaching to identify struggles and create best action plan that fits the needs of the representative without affecting business goal.
Managed team performance through consistent coaching.
Support Management Employee
Transom Worldwide (Philippines), Inc.
July 2016 to December 2016
Collaborate with Team Leaders to help campaign achieve its goal.
Provide real-time assistance and updates with teams so everyone will be calibrated.
Collaborated with support teams (training and quality) in improving processes.
Coordinating and making report with new errors that can improve campaigns performance.
Engaging every representative to new activities that can help boost their confidence and new product learning.
Customer Service Representative
Transom Worldwide (Philippines), Inc.
June 2014 to July 2016
Provided a technical assistance with the customers’ concern regarding their services.
Made Quality Calls and following compliance to hit month-to-date goals.
Provided accurate and precise information about the product (VIDEO, INTERNET and Phone).
Technical Support Representative
NCO Philippines
March 2012 – October 2012
Provided a technical assistance with the customers’ concern regarding their services.
Made Quality Calls and following compliance to hit month-to-date goals.
Provided accurate and precise information about the product.
Education
Perpetual Help College of Manila- Metro Manila
Bachelor of Science in Nursing
2006-2011
Rizal High School - Pasig City
2002-2006
Dr. Sixto Elementary School- Pasig City
1997-2002
Seminars and Training Attended
TOPS Manager Training
Teleperformance Philippines
2019
TOPS Supervisor Training
Teleperformance Philippines
April 2018
T-MOBILE Leadership Training
Teleperformance Philippines
2018 and 2019
Team Leader Apprenticeship Program
Transcom Worldwide (Philippines), Inc.
December 2016 – January 2017
References
Reynaldo Llanes
Center Manager
Loreto Hibo
Center Manager
Enrico Miclat
Operation Manager
Contact this candidate