Hazelle Mineth Guico

• Effectively lead team of 30 members
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
• Built strong relationships with clients through positive attitude and attentive response.
• Mentored and guided employees to foster proper completion of assigned duties.
• Initiated timely response to emails, voicemails and written correspondence.
• Efficiently handled daily operations of over 100 members and practiced real time management.
• Hiring and training staff
• Assigned as SPOC for employee engagement activities
• Coached team members in customer service techniques, providing feedback and encouragement toward reaching company goals.

Promoted from Collection Specialist to Team Leader due to expertise and increased revenue. Handled different operational and non operational processes such as training, collections, (inbound and outbound) Field On Street (FOS), Query Management Tool (QMT), Management Information Systems (MIS) and Cashiers. Handled large and key accounts by conducting customers visit to ensure customer satisfaction.

• Performed MIS related jobs like collection data analysis for bulk email & text (SMS) campaign, campaign coverage and CRM adherence. | Perform data scrubbing for bulk campaign activities like bulk text (SMS), audio (VPMS) and emails. | Segmentation and bifurcation of data | Send and prepare data report to entire floor operation.
  
• Managed team of 30. | Handled enterprise segment (From SME to Large Accounts).
• Perform daily floor supervision, conduct team meetings to ensure that team and individuals target are met.
• Created strategies that made large segment achieved its client target consistently in monthly basis from Jan 2017.
• Was responsible for soft skills, products, process and system training for new batches in all companies processes.
• Managed FOS group with 5 field agents. | Responsible for cases allocation and ensure that individual and team target are met.
• Handled Query Management Tool (QMT) / Email tool with 4 agents. | Ensure that all emails and calls from customers are answered and dealt in timely manner. | Created systematic and organized system to reduce escalation rate by 5%.
• Managed Cashier group with 2 agents. | Ensure that all credit cards and cheques are posted in timely manner. | Submit payment report using win cash and share point systems in monthly basis

Performed outbound and inbound calls to debtors for bad debts accounts.

• Negotiated payments as well as arrangement plans to ensure payments are made. | Interacted with team members sharing information and working to make sure that best practices are used to achieve collection goals.| Responsible for maintaining AED 100K of collection requirements every month. | Managed team and sent collection report in absence of Team Manager. | Trained new collection agent on entire calling process and system navigation. | Perform skip tracing techniques to locate customers. | Maintained 150 outbound calls and generated 30 new contacts out of it daily.

• Responsible for managing and growing $1 million dollar client revenue base through existing and new account.
• Established 10 new named accounts in matter of less than 1 year and generated 5% more in new business revenue.| Managed relationship with new and existing over 100 customers.

Created new businesses with printing industry and companies which required production printer machine and responsible to increase sales revenue by 10% quarterly.

• Negotiated and closed $50,000 production printer in quarter. (first new AE who became Top Collector of Quarter in 3 months time in company) | Established and maintained extensive relationships with key clients to maximize retention and referrals | Generated own client list through cold calling, door to door, & networking events. | Conducted evaluations of sales territory to generate revenue opportunities. | Increased territory sales by 20% during first year of being tenured in company.

Nurture and cultivate customer relations from establishment of lead, up to closing of sales.

• Responsible for sales and marketing of packaging materials.| Maintained and built CRM records, reports, and opportunities to increase sales optimization and performance within team. | Exceeded monthly sales quota by average of 298%, and consistently ranked as top performer.| Initiated new business opportunities by working with other start-ups to drive customer acquisition through marketing initiatives and corporate events.

Execute marketing strategies for businesses that needs to accelerate branding
awareness, image, and revenues.

• Assessed social media marketing strategies to determine rate of return;
  identified new channels to optimize growth. | Assumed all advertising,
  promotions, marketing, sales, and public relations responsibilities. | Assisted in
  preparing sales proposals for customers using high degree of ethics,
  integrity and effectively demonstrating expertise.