Process Associate (Tier 2 Customer Service & Collections)

Jan 2012 - Jan 2025

Handled debit card service escalations and loan/charge-off accounts. Assisted in auto loan collection, reducing delinquency rates. Provided Tier 2 support ensuring compliance with quality standards. Consistently achieved monthly collection and resolution targets.

Team Leader (Customer Service)

Jan 2011 - Jan 2012

Supervised team performance, providing coaching and support. Managed sales lead processing and customer database updates. Developed and implemented marketing promotions, generating new business.

Team Leader (Sales/Telemarketing)

Jan 2008 - Jan 2009

Led telesales campaigns and client negotiations. Generated reports and tracked sales performance. Consistently met and exceeded quarterly and annual sales targets.

Front Desk Officer / Marketing Assistant

Jan 2005 - Jan 2006

Assisted guests with reservations, check-ins, and service requests. Supported marketing activities to increase hotel occupancy.