Wendelyn Pospos

Wendelyn S. Pospos Contact Number:- Email:- PROFESSIONAL SUMMARY Detail-oriented and highly skilled professional with extensive experience in customer service, claims processing, collections, account management, and virtual assistance. Proficient in skip tracing, negotiation, portfolio management, and delivering excellent customer care. Strong communicator and team player, with a proven ability to manage multiple projects and exceed KPIs. Seeking to apply my expertise in a dynamic role to drive business success. CORE COMPETENCIES Customer Service & Claims Handling Collections, Accounts Management & Debt Recovery Skip Tracing & Research Analyst Team Leadership & Coaching Negotiation & Problem Solving Communication (Verbal & Written) Portfolio Management Appointment Setting, Virtual Assistance & Remote Operations Coordinator PROFESSIONAL EXPERIENCE WNS Global Solutions – Suncorp AAMI, Bingle, APIA Car Insurance Australia Senior Claims Representative / Senior Accounts Receivable | March 2017 - October 2019 Managed inbound calls for car insurance claims, analyzing incidents, and determining fault. Provided roadside assistance and customer location tracking during emergencies. Educated customers on their insurance coverage and policy scope. Quantrics Enterprises – Bell Canada Collections Outbound / Accounts Payable | November 2019 - October 2020 Managed outbound calls to delinquent accounts, reminding customers of missed payments and processing payments. Educated customers about their billing cycle, plan coverage, and auto-pay options. Responsible for sending formal letters of notice to customers. Senior Support to Collections Outbound | October 2020 – June 2022 Led a team of new agents, providing coaching and guidance to exceed KPIs and earn incentives. Monitored new agents' performance and ensured adherence to best practices. Provided process updates and hands-on training to improve team efficiency. Acquire – Pioneer Credit Australia Account Manager | September 2023 – August 2024 Managed customer portfolios, ensuring compliance with AFCA rules during negotiations. Used skip tracing techniques to locate delinquent customers and resolve outstanding accounts. Communicated with customers via calls, letters, emails, SMS, and calendar invites to drive account settlement. ISG Global Solutions Virtual Assistant / Appointment Setter (Contractual) | February 2022 - February 2023 Assisted patients by answering calls, providing vaccine information, and booking vaccination appointments. Managed patient queries and appointment scheduling. Managing client relationships remotely. Calltend Virtual Assistant / Appointment Setter (Contractual) | July 2023 – September 2023 Conducted outbound calls to potential property sellers, providing consultation on property pricing and sale terms. Performed skip tracing for property details, negotiated deals, and successfully closed sales. EDUCATION Bachelor of Science in Medical Laboratory Science Dr. Carlos S. Lanting College,- ADDITIONAL SKILLS & QUALIFICATIONS Cold Calling: 2 years of experience in collections and customer outreach. Technologies: Proficient with CRM tools and Microsoft Office Suite. Training & Coaching: Experienced in on boarding and developing team members.