Justine Ann Guzman

Justine Ann Guzman Alcid About Me Experienced collections team leader skilled in CRM tools (Salesforce, Debtcol, Go High Level), collections, customer service, sales, and logistics. Proven multitasker with a focus on optimizing operations for efficiency. Strong background in healthcare account retrieval, managing medical records procurement, ensuring compliance, and facilitating timely claims. Contact-- Mangnao Canal, Dumaguete City, Negros Oriental Philippines 6200 Skills Proficient in CRM tools including Salesforce, Debtcol, and High Level. Experienced leader in collections with strong expertise in service. Skilled in sales, with track record of targets and revenue. Adept in logistics, including coordination, management, and optimization. Experienced in health care retrieval, focusing on compliance and claims. Highly skilled in multitasking and managing details to maintain operations. Education- NEGROS ORIENTAL STATE UNIVERSITY Bachelor of Science Major in Computer Engineering (DOST - HOLY ANGEL UNIVERSITY, ANGELESRSITY Bachelor of Science Major in Computer Engineering (DOST Experience (March 13, 2017 - June 1, 2018) IQOR II, CLARK FREEPORT ZONE PH Customer Service Representative Assisted clients of Metro PCS Provided service for client's phone number changing and product enrollment Explained client's bills, provided technical support, and processed payments (JULY 24, 2018 - OCTOBER 25, 2019 ) CONVERGYS, SM CITY CLARK, PAMPANGA SALES ASSOCIATE Activated software/Slimware utilities Assisted customers in remote connection of computer for drivers updates Checked customer computers for software-related problems (NOVEMBER 2019 - APRIL 2020) VXI PHILIPPINES, SM CITY CLARK, PAMPANGA AT&T CUSTOMER SERVICE REPRESENTATIVE HANDLED AT&T PREMIUM ACCOUNT, PROCESSED BILLS, ASSISTED IN PRODUCT AND SERVICES CHANGE/ADD, PROCESSED PAYMENTS, AND SALES (June 2020-October 2020) VKPO DUMAGUETE CITY, NEGROS ORIENTAL, PHILIPPINES HEALTH CARE ACCOUNTS RETRIEVAL SUPPORT EFFECTIVE REVENUE CYCLE MANAGEMENT, ENSURING THAT HEALTHCARE ORGANIZATIONS CAN EFFICIENTLY COLLECT PAYMENTS WHILE MAINTAINING COMPLIANCE AND QUALITY IN THEIR OPERATIONS. (December 2020 - August 2021 ) TOTI SGI, Tanjay City, Negros Oriental Trainer for Basic Call Handling 101 Handled outbound calls for Auto warranty US Account (OCTOBER 2021 - APRIL 2022 ) PROBE GROUP PHILIPPINES, BGC, TAGUIG (REMOTE) CUSTOMER EXPERIENCE EXECUTIVE Managed communications and account management for Toll Global (Logistics Account) (JUNE 2021 - AUGUST 28, 2024) (REMOTE) BLUECHIP COLLECTIONS COMPANY, SPRING HILL, QLD, AUSTRALIA Collections Team Leader TEAM LEADERSHIP AND MANAGEMENT: SUPERVISE AND GUIDE THE COLLECTIONS TEAM, ENSURING THEY MEET PERFORMANCE TARGETS AND ADHERE TO COMPANY POLICIES. CONDUCT REGULAR TEAM MEETINGS AND ONE-ON-ONE SESSIONS TO ADDRESS ISSUES, PROVIDE FEEDBACK, AND OFFER SUPPORT. PERFORMANCE MONITORING: TRACK AND ANALYZE THE TEAM’S PERFORMANCE METRICS, SUCH AS COLLECTION RATES, CALL QUALITY, AND CUSTOMER SATISFACTION. IMPLEMENT STRATEGIES TO IMPROVE TEAM PERFORMANCE AND EFFICIENCY. TRAINING AND DEVELOPMENT: TRAIN NEW TEAM MEMBERS ON COLLECTIONS PROCESSES, SYSTEMS, AND BEST PRACTICES. IDENTIFY SKILL GAPS AND PROVIDE ONGOING TRAINING TO ENHANCE TEAM CAPABILITIES. PROCESS OPTIMIZATION: EVALUATE AND REFINE COLLECTIONS PROCESSES TO IMPROVE EFFECTIVENESS AND REDUCE DELINQUENCY RATES. DEVELOP AND IMPLEMENT BEST PRACTICES FOR COLLECTIONS AND ENSURE COMPLIANCE WITH REGULATIONS. REPORTING AND ANALYSIS: PREPARE AND PRESENT REGULAR REPORTS ON COLLECTION ACTIVITIES, PERFORMANCE, AND TRENDS TO SENIOR MANAGEMENT. ANALYZE DATA TO IDENTIFY ISSUES AND OPPORTUNITIES FOR IMPROVEMENT. (OCTOBER 2022-AUGUST 28, 2024) (REMOTE) DIRECT DIGITAL MEDIA, NEW YORK CITY APPOINTMENT SETTER FOR HVAC Initiating outbound calls to prospective clients to schedule appointments for HVAC services. Educating clients about the benefits and features of HVAC products and services. Maintaining accurate records of appointments and client information in the CRM system. Collaborating with the sales team to ensure smooth handover of leads and appointments. Following up with clients to confirm appointments and address any inquiries or concerns. Adhering to company protocols and standards for appointment scheduling and customer communication. Continuously updating knowledge of HVAC industry trends and products to effectively communicate with clients. Meeting or exceeding monthly appointment targets and KPIs. Providing exceptional customer service throughout the appointment scheduling process.