Jennifer Ospina Diaz
Barranquila
Summary
I have approximately eight years of experience in the BPO industry in the collections field, with a strong background in managing banking portfolios through both early and late-stage collections. I also have experience in leading teams to achieve and exceed results that align with client expectations. Throughout my career, I have developed negotiation, follow-up, and assertive communication skills, which will help me complete assigned tasks within deadlines. I consistently strive to exceed expectations and often provide additional ideas to improve processes. I am a strong advocate for teamwork.
Overview
7
7
years of professional experience
Work History
Account Manager/ Operation Manager
Teleperformance
Bogota
01.2024 - 07.2024
- Client Facing
- People management
- Strong Leadership skills
- Decision maker
- Communication skills
- Data analysis skills
- Finance management of the program
- WBR/MBR/QBR/YBR internal/ external clients
- Teamwork
- Issue solving skills
- Follow up
Collections Manager
Sutherland Global
01.2018 - 03.2023
- People management
- Coaching and Follow up on agents assigned about performance using the S.M.A.R.T methodology
- Kips review on 1-1 sessions with agents
- Data Analysis
- Critical thinking
- Performance improvement planner
- WBR / MBR high level internal clients
- Effectiveness report for agents
- adaptability to new changes
- Excel skills to create reports, graphics for internal presentations, and agent performance reviews.
Collections Agent
Sutherland
09.2017 - 01.2018
- To collect payments on past due payments to bring the account to the current status
- To properly create payment arrangement based on the customer scenario
- Negotiate with customers regarding overdue payments to reduce amounts due and the days past due before the end of the month
- Follow up on arrangements
Education
Technologist - Industrial Processes management
University Institution ITSA
01.2017
Skills
- Communication
- Adaptability
- Critical thinking
- Data analysis
- Ambitious
- Self-motivation
- Coaching
- Problem solving
- Operations Management
- Debt collection
Languages
- Spanish
- English
Software And Systems
- Microsoft Office (Excel, Word, PowerPoint and so on)
- Google Workspace
- Salesforce
- Nativion
- Tower
- Zora
Languages
English
Professional
Spanish
Native/ Bilingual
Timeline
Account Manager/ Operation Manager
Teleperformance
01.2024 - 07.2024
Collections Manager
Sutherland Global
01.2018 - 03.2023
Collections Agent
Sutherland
09.2017 - 01.2018
Technologist - Industrial Processes management
University Institution ITSA
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