Experience

OCHO
• Costa Rica
• Architecture and Planning
• 1 - 100 Employee
• Senior Manager, Customer Operations & Collections

  • Jun 2022 - Present


Aura

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Strategy Manager, Collections

  • Apr 2018 - Jan 2021

  Managed a 100+ collector team across multiple countries. Developed IVRs, text and call campaigns. Formulated collector goals and built dashboards to monitor the portfolio’s KPIs. Improved and maintained the staffing model. Collaborated with different teams to build loan modification and collector tools.

• Learning And Development Coach, Collections

  • Oct 2017 - Apr 2018

  Wrote the collections training material and revamped the onboarding course to be used virtually. Trained collection teams in person and virtually across multiple countries. Proposed changes to current company policies and procedures.

• Team Lead, Collections

  • Mar 2017 - Oct 2017

  Managed the headquarter’s collections team and provided insights for the company’s collections practices.



Kaizer Group

• United States
• Mechanical Or Industrial Engineering

• Collections Team Lead

  • Sep 2015 - Aug 2016

  Managed a collections team and provided insights for the company’s collections practices. Managed a collections team and provided insights for the company’s collections practices.



Transactel El Salvador

• El Salvador
• Telecommunications
• 1 - 100 Employee

• Retention Supervisor, Koodo Mobile

  • Jul 2011 - Sep 2015

  Supervised the retention team in the customer service department. Provided feedback in order to ensure high customer satisfaction scores. Supervised the retention team in the customer service department. Provided feedback in order to ensure high customer satisfaction scores.