日本と海外をつなぐクラウドソーシング

Cash Flow Outsourcing Services Inc.

Collection Manager

2014/01～ 2018/07

• Works with Senior Manager and Managing Director to provide Operational Performance Reporting, Analytics, Measures, Tools, Action Items, and continued focus Operations Excellence within the company (US/PH).
• Create, analyze and maintain reports for c-level executives of the company (US/PH). Includes producing regularly-run/routine reports, investigating and resolving issues, and creating and producing ad hoc reports for operational excellence.
• Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends.
• Plans, schedules, and reviews workload and manpower to make sure targets are being met on a cost-effective basis.
• Independently created process flow and scorecard (KPI) ensuring efficiency and quality service.
• Act as liaison between legal counsel and other department to ensure all processes remain compliant with US government regulations.
• Manage 60+ FTE from collection, insurance and support group. Hiring, training, coaching and developing direct reports and their collectors; includes planning and assigning work for staff in meeting operational excellence.
• Conduct regular one-on-one session, formal or informal with direct reports to review individual and team performance.
• Lead and implement various projects to increase profit or cost savings for the company using six sigma principles.

Cash Flow Outsourcing Services Inc.

Collection Support Supervisor

2013/06～ 2014/01

• Deliver timely and accurate ad hoc and standard department reports.
• Extracts data from multiple sources, tools and systems in creating comprehensive reports.
• Monitor and tracks daily, weekly and monthly department's performance
• Maintaining CRM, tools and reports data accuracy and up-to-date real time.
• Leads data migration and other various project for the department.

Cash Flow Outsourcing Services Inc.

Collector / Skip Tracer

2013/02～ 2013/06

• Making Outbound calls, skip tracing/locating the whereabouts of the delinquent customers.
• Setting up payment arrangement and/or process payment over-the-phone.

Aegis PeopleSupport

Real Time Analyst / Customer Service Representative

2012/03～ 2013/02

• Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Monitors site to ensure optimal staffing levels.

West Contact Services Inc.

Customer Service Representative

2007/01～ 2012/03