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melzvr-Block 7 Lot 12 Phase 3 Dela Costa 3, San Jose Del Monte, Bulacan ,
Philippines 3023
R OMMEL M. D E L A C RUZ
E X PERIE NCE S
Team Leader
Emerson Electric (Asia), Ltd. ROHQ
11th Floor SM Cyber West Avenue, EDSA corner West Ave. and Bulacan St.,
District of Diliman, Brgy. Bungad, Quezon City, Philippines 1105
April 1, 2016 – February 17, 2017
Business Group : Emerson Financial Services (EFS)
Business Unit: InterMetro Industries, Corporation
Job Summary :
Responsible for leading a team of 10 ([6] collections, [3] accounts
payable, and [1] cash application] associates for the business unit, and
maintaining an excellent relationship with Key Customers. The Team
Leader will develop a competent and motivated associate through
effective training, coaching, evaluation, and counseling. He will ensure
that customer service expectations are met and maintained, and
cultivate relationships with appropriate division contacts in order to be
responsible and proactive according to their needs.
Essential Duties and Responsibilities :
Administrative
Generate applicable reports related to customer
programs.
Prepares reporting requirements to immediate supervisor
and customer.
Feedback and track down all downtime on all customer
tools required to perform support.
Conduct regular team meetings and support update
sessions.
Plans/assigns and directs work to the team/individual in
cooperation with Manager.
Associates Performance
Quality Monitoring – monitors agent’s performances and
updating their records on a regular basis for continues
mentoring and feedback sessions.
Accountable for the performance of agents by coaching,
creating and maintaining development plans, conducting
performance appraisals, recommending training and
encouraging individual employee participation in decision
making.
1
Conduct training to newly hired collections and refresher,
update process and remedial training for the existing
collectors.
Operational Responsibilities
To provide excellent customer service to customers (both
internal and external) by timely response, accurate
information, proactive assistance, and proper, accurate,
and timely information processing.
Escalates technical or non-technical problems that are
unable to be resolved on the spot to proper escalation
channel.
Develops own resources and goes outside basic
troubleshooting to resolve problems.
Verifies problem and validates escalation prior to Credit
Manager.
In charge of associates’ shift coverage, schedule
adherences and workload distributions.
Other Operations Responsibilities
Part-time Collection Specialist for Healthcare Customers.
Specialist II - Collection
Emerson Electric (Asia), Ltd. ROHQ
11th Floor SM Cyber West Avenue, EDSA corner West Ave. and Bulacan St.,
District of Diliman, Brgy. Bungad,
Quezon City, Philippines 1105
December 1, 2009 – March 31, 2016
Business Group : Emerson Financial Services (EFS)
Business Unit: InterMetro Industries, Corporation
Job Summary :
Responsible in building and establishing long-term business-to-business
relationships with Emerson's customers through excellent customer
service and account management; Improve Days Sales Outstanding
(DSO) and provide solutions to customers' problems by working with
Emerson’s business unit.
Essential Duties and Responsibilities :
Provide excellent credit & collection activities to Emerson’s
customers by:
Timely pre-due date courtesy calls for pre collection
Timely completion of all daily queues for due date
collection
Timely follow up on aging accounts for post collection
Proactive assistance and resolution within assigned
portfolio and all account reconciliation as required
Proper, accurate, and timely information processing
Establish open and professional interface with all departments to
identify and resolve all receivables issues relating to pricing
errors, equipment problems, legal issues, early shipments and
credits due in order to meet DSO and other portfolio targets.
Contacts customers via phone call for credit card information.
2
Researches disputed delinquent account balances, and looks for
the best solution in order to facilitate early payments.
Escalates
delinquent
customers
to
team
lead,
supervisor/manager for credit and service hold, credit limit
decrease, change of payment terms, etc.
Performs accounts receivable maintenance such as unapplied
cash, credit memos, or other issues that impact the quality of
aging report.
Proactively provides feedback to team leader and account
managers.
Performs other duties as may be assigned.
Collection Specialist
Century Communities Corporation
Department : Documents and Collections Group (DCG)
21st floor Pacific Star Bldg., Sen. Gil Puyat Avenue corner Makati Avenue,
Makati City, Philippines 1200
July 21, 2008 – November 13, 2009
Essential Duties and Responsibilities :
Review and evaluate the status of customer accounts.
Aiding in the control of customer delinquency.
Create and print collections letters.
Make collection calls on account balances
Attend periodic office meetings regarding collection issues.
Document all customer discussion into IFCA-Property Plus
software and prepare necessary documents to make
adjustments to accounts.
Prepares accurate and complete reports in a timely manner.
Performs special projects as directed.
CMG Specialist
Century Communities Corporation
Department : Customer Management Group (CMG)
21st floor Pacific Star Bldg., Sen. Gil Puyat Avenue corner Makati Avenue,
Makati City, Philippines 1200
October 10, 2006 – March 28, 2008
Essential Duties and Responsibilities :
Keep track of received data and source documents.
Responsible for accurate and timely data entry of clients and
billing information by reviewing the complete documents and
keying the date into Core Workspace 6.3 software.
Set up new clients account, interpret and verify data to be
entered.
Accountable for processing requests for data by adding and
correcting entries into a specified database.
Route source documents after entry as appropriate to project
team lead for checking.
Provide daily and quarterly reports as assigned by immediate
manager.
Performs special projects as directed.
3
E DUCA T ION
2001 – 2006
Philippines
Salvador Araneta Campus, Victoneta Avenue, Malabon City,
De La Salle Araneta University
Bachelor of Science in Computer Science
K EY S K IL LS
Team Leadership:
Able to motivate, inspire, and lead others. Creates the atmosphere of open
communication in the team. Works well with others and can be relied upon to
deliver individual and team results. Can easily create a good rapport and
cultivate positive relationships.
Job Knowledge:
Expert in the field of accounts receivable collections.
Process Improvement:
Created and improved the processing of Expense Report for Accounts Payable
that is now used throughout the business unit. And, continue to develop other
process improvement opportunities.
Dispute Management:
Demonstrates ability to identify the problem areas. Effectively evaluates
alternative solutions and develops feasible solutions. Able to handle stressful
and complicated issues and still manages to exceed business unit’s
expectations or objective.
Systems Knowledge:
Oracle E-Business Suite. SunGard AvantGard GETPAID. QuickBase. Citrix
Receiver. Demonstrates mastery of system tools.
P ERS ONA L I NFORMA T ION
Date of Birth:
Place of Birth:
Nationality:
Civil Status:
August 17, 1984
Caloocan City, Philippines
Filipino
Single
4
R EFEREN CE S
Cheryl Zafra
Sr. Operations Manager – Finance
Emerson Electric (Asia), Ltd. ROHQ
Business Group : Emerson Financial Services (EFS)
11th Floor SM Cyber West Avenue, EDSA corner West Ave. and Bulacan St.,
District of Diliman, Brgy. Bungad, Quezon City, Philippines 1105
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-Mitzie Sarion
Assistant Manager of Operations – Finance
Emerson Electric (Asia), Ltd. ROHQ
Business Group : Emerson Financial Services (EFS)
11th Floor SM Cyber West Avenue, EDSA corner West Ave. and Bulacan St.,
District of Diliman, Brgy. Bungad, Quezon City, Philippines 1105
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-Martha Fimowicz
Credit Manager
InterMetro Industries, Corporation
651 North Washington St., Wilkes-Barre,
Pennsylvania, United States 18705
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-Kim Sarna
General Accounting Manager
InterMetro Industries, Corporation
651 North Washington St., Wilkes-Barre,
Pennsylvania, United States 18705
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