ESTHERPENOLIAR
AirmensVillMabigaMabalacatPampanga·--" Sharing is caring” This isone way that Iperceivedthe knowledge and skills I have achieved for the past 17 years of my BPO
career and it’s about time that I choose to go out of my comfort zone and explore other opportunities.
EXPERIENCE
Assistant Manager | RMS Collect
August 2017 - Present
I was promoted to manage a group of supervisors whose work is to coach and develop skills of employees based on key
performance indicators.
Supervisor | iQor
August 2012 - August 2017
I was promoted to supervise a team of English and Spanish agents whose job description is to do outbound and inbound
3rd party collections call for delinquent and charged off accounts.
Project Trainer | Cyber City Teleservices
August 2006 - August 2012
I am a project trainer for an accounts receivables department of a telecommunication company. I trained in a face to
face environment with different tools and methods for new hires and tenured specialist.
Collection specialist | Cyber city Teleservices
August 2003 - August 2006
I was a collection specialist for the accounts receivables department of a telecommunication company. We do outbound
calls for delinquent accounts and take inbound calls with customer service and chat support.
EDUCATION
MARCH 2002
Bachelor of Commerce (BCom), Management and Marketing, St. Louis University
Graduated as a scholar maintaining an average of 85% across all subjects for a 4-year degree course.
SKILLS
Sales, Customer service and Collections expert
Skilled in managing a team for Customer Service, Sales and Collections.
Flexible and Time bound
Fluent in English and Secondary in Spanish language
Open minded and willing to learn
Excellent skill coach and developer
Knowledgeable in customer service approach
Excellent telephone personality
Inbound and Outbound phone skills
Monitoring agents for Quality purposes
