Alvin B.

Team Manager Sutherland Philippines – Genesis Financial Services – Collections Department December 2016 – March 2019 • Handles a team consisting of 15-25 agents • Provides and documents performance feedback through side-by-side coaching, performance reviews, goal-setting, and deficiency management • Appropriately addresses human resources issues, such as attendance and interpersonal relationships in the workplace; consults Program Manager and/or Human Resources for guidance as needed • Increases effectiveness of call monitoring by attending calibration sessions with the client and Quality team. • Utilizes reporting to manage improvements in individual, team, and queue performance • Handles escalated customer issues as needed • Supports and communicates business goals, quality standards, processes and procedures and policies • Administers motivational programs that include incentives, contests and team performance programs • Performs quarterly performance reviews of agents. • Participates in the interviewing process and makes hiring recommendations. Account Supervisor iQor Philippines – Synchrony Bank - Collections February 2012 – November 2015 • Handles a team consisting of 15-25 agents • Provides and documents performance feedback through side-by-side coaching, performance reviews, goal-setting, and deficiency management • Appropriately addresses human resources issues, such as attendance and interpersonal relationships in the workplace; consults Program Manager and/or Human Resources for guidance as needed • Increases effectiveness of call monitoring by attending calibration sessions with the client and Quality team. • Utilizes reporting to manage improvements in individual, team, and queue performance • Handles escalated customer issues as needed • Supports and communicates business goals, quality standards, processes and procedures and policies • Administers motivational programs that include incentives, contests and team performance programs • Performs quarterly performance reviews of agents. • Participates in the interviewing process and makes hiring recommendations. Senior Collections Specialist iQor Philippines January 2008 - February 2012 • Took inbound and outbound calls to collect payment from customers who are past due with their credit card accounts. • Educated customers regarding the status of their account and informed them of the benefits and consequences of making/not making payments. Bank Teller Bank of Florida October 2005 – December 2007 • Balance currency, coin, and checks in cash drawers at end of shifts, and calculate daily transactions using computers, calculators or adding machines. • Cash checks and pay out money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds. • Receive checks and cash for deposits, verify amounts, and check accuracy of deposit slips. • Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents. • Enter customers’ transactions into computers in order to record transactions and issue computer-generated receipts. • Count currency, coins, and checks received by hand or using currency-counting machine, in order to prepare them for deposit or shipments to branch banks. • Identify transaction mistakes when debits and credits do not balance • Prepare and verify cashier’s checks. • Arrange cash received in cash boxes and coin dispensers according to denomination.