Arnold Ignacio

ARNOLD L. IGNACIO 535C Makiling Street Mandaluyong City- -- Work Experience Cashstop Financial Services LTD. JAN 2016 - PRESENT Achieve monthly targets on cash flow Rates by driving team members’ performances Ensure service quality through Call Monitoring and random review of accounts. Handle escalated calls, complaints and provide timely feedback to staff to drive improvement in Customer Service across both unsecured collections and Online loans team Set, Create Targets and KPIs as measurements of collector’s performance. Identify areas of improvement to ensure optimal productivity and effectiveness are achieved Supervises a group of collection/recovery representatives and assists in developing collection strategies to minimize bad debt. Strong understanding of the debt management and collections/credit lifecycle. LOANS PROCESSING OCT 2016 – DEC 2016 Assigned specific task per agent to cover daily operation such as email, chat, Statement reviews, calls and underwriting. Create and develop new strategies to improve operational processes Ensure 100% compliance with ASIC regulations in terms of Lending requirements Ensure complete availability through monitoring, evaluation and escalation of calls. Drive individual and team performances to deliver short loans service to customers Ensures 90 days bank statements has been uploaded thru electronic link. Requesting of other documents as needed ex: Payslips, Proof of income, Clink statement, Proof of payment from other lenders and IDs if failed KYC Baycorp International Team Manager New Zealand ( June 2014 – Oct 2015) Managed 25 agents composed of Portfolio Managers and Low expected value debt collectors Evaluates current methods of collection operations for quality, efficiency, effectiveness, and cost consideration Collaborate with Operation Desk in forecasting, scheduling, and Leave Planning. Collaborate with dialer strategy and collection strategy group to identify effective and smarter collection strategies. Ensure 100% compliance with debt collections guidelines, policies and laws. Managed schedule (Breaks and lunches) and Leaves based on the headcount needed on a specified time. Audits and Compliance participation Ensure collections monthly target are Met or exceeded. Collecting New Zealand contingency and purchase debts accounts. Lead PM agents who compete with other OCA to get bigger debt distribution. Advanced Credit Management Collections Team Leader (October 2012 –June 2014) Debt collector of delinquent account for Australian Telco Consumer Responsible for managing portfolio assigned accounts, investigating, and assessing customers' financial condition, researching and resolving invoice errors and disputes. Assist with preparation of weekly and monthly AR reports including past due balances and high risks accounts. Perform and coordinate all collections activities including correspondence with customers AR inquiries. Update all customer records as needed in course of collections and billing inquiry response activities. Open Access Marketing (June 2010- September 2012) Inbound Sales Representative – Order taker for multiple cable companies and educate prospective customers about the available plans or packages to help them align those plans to their needs. Provides basic troubleshooting and cross sells services depending on their needs. Teleperformance Philippines (October 2006 – June 2009) Team Leader/Pitt Stop Team Leader Managed a team composed of 15-20 members in the absence of the supervisor Monitors and updates daily trackers such as transferred calls, adjustments and unresolved issues Present solutions to improve agent’s performance in handling calls Provides necessary trainings as per supervisor’s instructions to address agent’s needs to develop skills Monitors bottom or outlier agents to focus on their metrics and follow up for improvement Reviews agent’s overall performance on a weekly or monthly basis to make them aware their status Rizal Technological University Mandaluyong City BS Electronics and Communication Engineering Date Graduated- -Reference available upon request-