Carla Jane Amoguis

CARLA JANE L. AMOGUIS BLK 7 LOT 1 GUMAMELA ST., SUMMERPOINTE RESIDENCES PASONG BUWAYA 2, IMUS, CAVITE MOBILE-- HIGHLIGHTS OF QUALIFICATIONS • • • • • • • • • • • • • • • APAC and UK Region Contracts, Invoicing Credits and Collections Manager for a US-Based Form works system company backed by a total of 16 years of experience Experienced Credit Analysis and Risk Compliance Manager 12 years of management exposure in BPO and Shared Services set up handling customer service, financial, technical support, voice and non-voice accounts, back office, billing and collections, healthcare, insurance services covering 60 FTEs 9 years of collective management experience in RTR, End to End Order to Cash, B2B and B2C collections and Cash Application 6 years in Training and Quality managing performance improvement covering multiple lines of business Proven capability in process transition from offshore to PHI region – spearheaded 3 shared services department launch for the past 8 years Experience in B2B Sales partnership, contract dealings and Legal management P&L Monitoring to determine how to improve profitability by means of process improvement Accomplished several cost and time saving performance enhancement projects that helped simplify processes and departmental exchange of reports Profound working knowledge on ERP and Management Information Systems such as Project Plan, Great Plains, ETAX Software, JD Edwards, SAP (short background); Third party billing systems (Tymetrix, Serrengeti, Collaborati, Passport), CMS, NICE, Peoplesoft and MS Office software In-depth exposure on virtual meetings (client conference calls, client and internal review meetings, synergy and calibration sessions, etc) with various departments both onshore and offshore Highly experienced and certified Customer Service and Technical Support Trainer working for a major US-based contact center An outstanding leader with notable involvement in the day-to-day management of regional and global processes Knowledge in Management Accounting Excellent interpersonal, communication and organization skills EMPLOYMENT HISTORY EFCO Philippines Ltd. Credit and Collections Manager – APAC and UK Region October 10, 2016 – July 4, 2020 Risk Management • • • • Conducts credit analysis for potential and old clients and provide recommendation on payment terms based on current Financial standing of the customer in order to manage possible risk Manages credit and shipment holds depending on payment history and financial capacity of the customer Consult Lawyers on possible case filing based on the activities and delinquency of the accounts Reviews and provides recommendation on non-standard contracts to meet requirements of both EFCO and the customers Planning • • • • • Provides direction to District Manager and District Sales secretary in district offices on liens and bond claims Leads and directs administrative credit and collections functions such as selection, hiring, developing and training new and existing employees, employee reviews and development planning as well as assist in providing feedback and salary administration Develops and recommends policies and procedures that govern the credit and collections activities of the organization Manages the investigation of credit risks involving customers as well as collects amount due for goods and services rendered Handles credit, collection, cash application and reconciliation workload around APAC and UK Region Execution • • • • Provides shipment approval based on security deposit, contract compliance and AR status Attends and handle Legal cases filed against customers and maintains partnership with law firms Review, approves, routes credit requests to appropriate channels and distribution Manages RTR transactions involving but not limited to invoice processing for Accounts Payable and Cash application Internal and External Client Communication • • • • • Meets with primary contacts, owners and Finance representatives of our customers to agree on payment plans and approve possible discounts within the region Analyze, research and deliver results on disputes brought by customers on Billing and Accounts Receivables Partner with Sales team on B2B transactions and contract signing Creates and distribute weekly/monthly AR reports to executive team as well as the Regional Managers Led monthly governance calls with the Executive committee to discuss highlights, issues and resolution on Top Accounts within APAC and UK Region Engagement Economics • • • Reviews P&L with the Global stakeholders to determine possible cost reduction and how to improve sales Provides recommendation on payment terms especially on sale transactions to avoid possible reserves due to aging Engages in negotiation on prompt return of equipment upon project completion to avoid overrun charges Xerox Business Services, Inc. Accounting Supervisor - Collections (Order to Cash) March 16, 2015 – October 6, 2016 Planning • • • • • Diagnoses problems related to daily transactional processes; determines possible resolutions and implements effective solutions in a timely manner Monitors performance and manages site report for Order to cash collections department Creates hiring requisition and conducts final interviews for both Team leads and collections specialist candidates to fill in ramp and attrition Conducts training and monitoring of new collections specialists as part of onboarding process Checks invoice portfolio of the different lines of business to make sure 100% has been transmitted and contacted Execution • • • Spearheaded the launch of 4 lines of business namely Xerox Business Services, Xerox Litigation Services and Buck Consultancy for both US and UK In charge of centralized collections handling a group of 4 Team Leads and 20 Senior Collection Specialists on a Shared Services set up Manages day-to-day operational processes; develops and implements procedures in response to changing business needs and program design Internal and External Client Communication • • • Coaches and mentors subordinates in order to see progressive performance with the goal to achieve development in my personal management skills Attends to conference and meetings via webex, phone, face to face with Service business units’ department heads Creates and discuss governance deck for VP executives and Finance leads to discuss operations performance Completion • • • Identifies opportunities to improve efficiency while providing flawless transactions, services and products; manages monetary assets and other resources to optimize cost effectiveness Led process migration from the old system to a new ERP system Created scorecard to measure team’s performance based on KPIs and SLAs West Contact Services, Inc. Site Support Supervisor – Shared Services October 28, 2011 – March 13, 2015 Planning • • • • • Create work templates for weekly, monthly and year-end reports Manages productivity of the different sites both local and offshore Supervise and develop recommendations and processes to improve operational performance and implement changes as needed Delegates tasks to associates in order to exceed required client goals Conducts training and updates department of new processes and procedures Execution • • • Department lead of the Shared Services Team for the Philippine Site Spearheaded the launch of the Shared Services department for West Philippines that handled Collections, Healthcare and government services Monitors and creates productivity report of four different sites (US and PH) with 4 team leads and 50-60 staff/associates Internal and External Client Communication • • • Participates in support of collections and insurance operation activities ensuring adherence to department policies Coach, develop and mentor subordinates to achieve quality performance and to develop personal management skills Attends to weekly, monthly and quarterly management and client calls to give updates on productivity and goals Completion • Established work procedures, policies and standards to ensure proper departmental interactions • Creates monthly performance scorecards and annual staff appraisals West Contact Services, Inc. Operations Teleservices Trainer (Accent and Product) • • • • • • • • • • • Trained product specific information for assigned US-based clients including some Fortune 500 companies handling finance, sales and telecommunications for both new hire and tenured employees Provide refresher courses to agents and supervisors for all assigned accounts Facilitate American English classes and speech workshops for agents in a classroom setting and in one-on-one sessions Attend frequent conference calls, T3s and calibration sessions for assigned clients in behalf of the West training team Conducts training needs analysis to help improve training materials Provide coaching and feedback to trainees in assigned classes Submit necessary forms like attendance and attrition reports to designated recipients. Handle trainee escalations and issues, attrition, feedback and complaints in a timely and professional manner Represent the company in visits from potential and existing Clients Endorse trainees to Operations thru established protocols including calculation of training scores, evaluation of the trainees’ calls and weighing general performance in class Participate in company-wide projects and lead in committees established for this purpose StarTek Limited International Product Specific Trainer • • • • • • • • • • • • • October 8, 2005 – April 22, 2006 Evaluate calls and make sure that established call protocols and call quality standards were met by agents and trainees Give immediate feedback and coaching to agents to improve performance and call quality Assist in refresher trainings for production employees Attend internal and external calibration with the clients File and submit daily and weekly reports which include agent performance, trending, graphical analysis, and data interpretation Provide support to both Operations and Training by providing answers to product and services related questions and concerns Deliver Quality Assurance Talks to training classes in behalf of the entire West Quality Assurance Team West Contact Services, Inc. Customer Service Representative • • • April 5, 2010 – September 10, 2010 In-charge of product specific training for new hire employees Conducts life-cycle trainings to keep the Operations team up to date about new products and procedures Joins train-the trainer calls with the clients for updates Submits daily training reports to clients and other designated recipients Report escalations and issues encountered during the training process to the right channel Represent the company in visits from potential and existing Clients. Endorse trainees to Operations thru established protocols including calculation of training scores, evaluation of the trainees’ calls and weighing general performance in class West Contact Services, Inc. Performance Assessment Specialist • September 11, 2010 – October 27, 2011 April 22, 2006 – April 5, 2010 December 18, 2004 – October 7, 2005 Processes orders for different products and services Processes credit card and other billing information transactions Attends to customer queries on promotions and product terms of service OTHER EMPLOYMENT March 2004 – May 2004 Smart Communications Inc. On-the-Job Trainee • • • Monitors site acquisitions for managed sites and installations Responsible in updating database and documentation Assigned in network monitoring and computer installations Golden Arches Philippines Crew Trainer • • November 3, 2001 - July 13, 2003 Assigned as a service team leader responsible in maintaining the cleanliness of the counter area and the quality of service the team is establishing for the customers In charge of the customer relation and product quality assurance and monitoring EDUCATIONAL BACKGROUND Other Courses/Certification The Institute of Financial Consultants Philippines Advanced Financial Statement Analysis Program August 22 – 23, 2019 The Institute of Financial Consultants Philippines Financial Modelling Masterclass July 27 – August 3, 2019 Institute of Certified Management Accountant, Australia Certified Management Accountant May 2019-July 2019 ***Passed the Part 1 exam in November 2019. Part 2 will be taken on Nov 2020 Ateneo De Manila University Graduate School of Business Credit Analysis Course October 8-12, 2018 College Pamantasan ng Lungsod ng Maynila Intramuros, Manila College of Engineering and Technology Bachelor of Science in Information Technology Graduated April 2005 High School Ignacio B. Villamor High School Pasig Line St. Sta. Ana, Manila Graduated March 2001 OTHER SCHOOLS ATTENTED Visual C++ Mod. 1 Visual Basic 6.0 Mod. 2 Informatics SM Manila Informatics SM Manila Dec 2004 – Feb 2005 Aug 2004 – Oct 2004 SEMINARS ATTENDED • • • EFCO Regional Sales Summit – FOCUS 2020 Sales Strategy Planning and Workshop HR Workshop: Discipline 101 (Xerox COC) Jan 29-30, 2019 March 7-9, 2018 Jul 22, 2015 • • • • • • • • • Lean Six Sigma: Qwiksolver ™ - Xerox Business Continuity Plan Training (WCSI) The PATH 2 Training for Production Team Leaders West University Courses (Business Email, Delegation, Correspondence, Effective Meetings) BLAST Training Certification ATT Instructor Certification (Ohio, USA) ATT Small Business Product Specific Training (Ohio, USA) Interviewing Skills Workshop The PATH (Leadership Training) ACHIEVEMENTS • • • • • • Guest Speaker Araw ng Pagkilala 2019 Ignacio Villamor High School Consistently awarded as Trainer of the Month Dean’s Lister Graduated as First Honorable Mention Leadership Awardee for SY 1999 - 2000 and 2000 - 2001 Artist and Orator of the Year for SY- PERSONAL BACKGROUND Birth date: Birth place: Citizenship: Civil Status: Passport No: February 4, 1984 Manila Filipino Married P-B (US Visa Type B1 B2 Exp Feb 11, 2030) CHARACTER REFERENCE Available upon request. March, 2015 Oct. 5, 2013 September, 2011 August, 2011 Aug. 25 – 2, 2010 June 7 – 11, 2010 April – June, 2010 Nov 9 – 11, 2009 Jun18 – 21, 2007