Leslie Adrienne Pagulayan

Manage a team of 10-14 contact center agents and provide support through second voice negotiations, guidance and development through coaching and training to improve telephone and negotiations skills

Ensure that monthly targets are achieved by managing daily performance through MIS analysis and call monitoring on a daily basis and providing the team of call strategies as needed based on these reviews.

Performs outbound and inbould tell-calling and ensures that all negotiated payments are followd up on to achieve collection targets

Handle administrative task such as HR request, keeping of documents such as team profiles, annual leave tracking, attendance tracking, performance appraisals, client documents and other documents processed on the daily basis.

Act as client liaison, updating the business partners of the current performance through MIS presentations, updates on Performance improvement plans, current projects to increase performance

Pioneered Ally's Click to Chat Program combining the first chat programs that involves both customer service and collections process.

Managed a total of 50 team members and 3 teamleads, and ensures smooth operations of dat-to-day business in the contact center

Streamlined the process of the program to achieve Client's Service Level Agreements

Initiates projects that will encourage performance and boost morale of the process such as : Engagement Team, Rewards and Recognition, Improved Quality Monitoring Guidelines, Call Model Training.

Monitors that all coaching and feedback sessions, employee appraisal are provided to all team members on a timely manner.

Acts as Liaison to both the contact center and its business partners by providing performance on a weekly and monthly basis through preparation of MIS reports and power point presentations.

* Pioneered the Collections and Customer service program in the Philippines, streamlined processes for day to day operations and
continuously comes up with new processes for improvement.
* Involved in the hiring process and managed team performance and development by creating career path through
training and coaching of team leaders and collectors.
* Provides control over dialer strategies of the business on a daily basis.
* Manages business requirements such as: Quality and Compliance, RPC, PTP, KEPT and $/hour.
* Manages employee related concerns such as: attrition, absenteeism, morale, disciplinary action, conflict resolution
and/or employee grievances, motivation through collaboration with Employee Relations and concerned parties.
* Conducts analysis of the MIS Reports and builds team strategies based on the MTD performance.
* Resolves escalated customer concerns and utilizes appropriate business judgment by managing monetary
adjustments and making necessary follow-up for customers.
* Ensure that the general working environment for the team is in good condition.

* Manages overall performance for FrontEnd and Overlimit accounts: Goals, Revenue, Detected Fraud, Quality,
Promise to Pay, Kept Rate and Amount Collected the team through effective coaching, monitoring, evaluating and
reinforcing performance through periodic performance reviews, mentoring, skill building and performance
improvement plans.
* Conducts analysis of MIS reports and creates collections strategies on daily, weekly and monthly basis.
* Ensures that the general working environment.
* Conduct Quality Monitoring of all calls to ensure compliance to bank compliance policies and guidelines.

Manages a team of 30 call center agents provding both customer service and collections services of a financial account

Ensures a smooth flow of the process' day-to-day operations and achievement of daily, weekly and monthly KPIs's such as AHT, one call resolution, Amount Collected.

Designed call strategies to improve the process performance and provides coaching, training and guidance to all team members.

Coordinates with business partners through presentation of MIS reports in a power point, updating of currently programs to improve performance and boost team morale.

Collections Associate (2 years)

Manages outgoing and incoming calls for collections credit card accounts
Collects payment from delinquent accounts managed Overlimit accounts to 30 days past due
Ensures that collections reports are produced on a weekly and monthly basis
Conducts follow up calls on all promise to pay to ensure collections from customers
Achieves all targets PTPs, Kept rate and Amount collected
Adheres to all bank policies and guidelines on every call


HR Training Officer and HR Admin Support (2 years)

Processed HR related company request of the Collections Department such as leave request, loan request.
Record keeping of all employee profile and performance documents
Provides Training for all hired collections staff regarding the basics of Collections and provides final feedback for hiring
Conducts hiring interviews of applicants under collections department and creates schedules for appointments for assessment.
Acts as business support to HR Manager as needed