Rebeca Alaniz
Heredia,HE
Summary
Highly-qualified Collections Manager adept at helping customers develop effective payment plans using persuasive communication skills and knowledge of financial options. Bringing more than 20 years of billing-related experience.
Overview
22
22
years of professional experience
Work History
ITC Collections Manager
Stryker
06.2023 - Current
- Supervise a team of 51 collectors, 2 associate managers and 4 supervisors.
- Responsible for the recruiting, interviewing, hiring and development of his/her team.
- Develops and maintains a productive team, designs and implements people strategies to foster career development, skill development, succession planning, healthy work environment across I2C
- Coach / mentor direct reports in handing personnel issues relating to staff conflicts, absenteeism, performance issues, lack of engagement and recruitment.
- Identify and develop talent to create a succession pipeline within the teams.
- Fosters a culture aligned with Stryker values, co-leads the initiatives for people growth
- Responsible for the implementation, review and compliance of process controls.
- Partner with both internal and external customers, sales reps and stakeholders to build strong relationships.
- Ensure optimization, continual improvement of processes, reporting, data analytics and implementing industry best practices for Collections and Disputes.
- Drive culture of standardization, process excellence and continuous process improvement across teams and across I2C
- Play a key role in the migration activities from other Stryker locations, including knowledge transfer, system readiness, data validation and documentation of activities.
- Manage activities related to Collections, and Disputes across multiple ERP systems and through the assigned leadership team to exceed customer & stakeholder expectations.
- Lead the team in building the annual goals in alignment with CRFC targets and manage the priorities to ensure key goals are met
- Performs other related work as assigned by management
OTC Manager
MSD
10.2019 - 05.2023
- Supervise a group of 21 analysts in 3 different OTC teams (Collections – Order Management- Customer Master Data) -Some direct reports based in APJ.
• Develop KPIs with team members and monitor individual performance.
• Manage the allocation of appropriate resources and commitment of staff to the achievement of organization targets
• Identify training needs and opportunities to develop a highly skilled functional department.
• Support all the operation functionality & manage complex escalations
• Actively worked with the Global GPO to identify and implement improvements opportunities in the OTC processes.
• Manage a team of multiple countries and collections analysts responsible for execution of timely, accurate and compliant processing related task such as follow up on overdue items, blockedorders, unapplied cash, disputes, write offs, refunds and other finance related queries.
• Manage two Brazil’s migration projects for all activities related to Collections Management (including personnel hiring, processes design and documentation approval).
• Identify and mitigate any issue raised in the operation with high sense of urgency.
• Act as primary responsible for controls execution
• Actively worked with different teams such Master data, Order Management, Credit, ATR, STS, Customer service & Local market to take a proactive position to address potential issues or resolve issues related to customer’s accounts.
• Perform Root-Cause Analysis, when needed to identify and implement improvements opportunities to make the process more efficient.
Collections Senior Supervisor
Thermo Fisher
01.2018 - 09.2019
- Supervise a group of 7 -14 agents in collection strategies.
• Reduce DSO and minimize Bad Debt metric.
• Provide new hire training and continuous coaching/development of staff members
• Monitor staff’s collection calls and provide feedback
• Provide staff assistance with escalated collection calls
• Analyze collection performance to forecast collection numbers and approach each month
• Management and monitoring of different customer portals such: Ariba, Tracepta, Direct Commerce, Wawf, etc. - Handle escalated calls/accounts from internal and external customers.
Collections Supervisor
Thomson Reuters
06.2012 - 12.2015
- Prepared and delivered performance reviews of 12 collections agents to support continuous improvement of department.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Investigated and reviewed credit risks and collections.
- Identified needs and provided training to clarify expectations of collections agents.
- Identify training needs for management team & analysts based on process changes
• Partners with upper management to agree upon and deliver KPIs & other metrics
• Encourage and drives the generation of continuous improvement ideas for OTC process.
• Manages the approval/ rejection of business cases for change requests
Global Business Process Lead
Hewlett Packard, HP
05.2010 - 12.2012
- SPOC for the Americas region- Served as liaison between HP and multiple IT suppliers coordinating maintenance windows, incident reporting and follow up in HPSM.
• Engaged in all system upgrade projects and migrations to provide impact and risk assessment. Responsible for identifying, assessing and documenting business requirements.
• Preparing reports and analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Attend operational review meetings with stakeholders to discuss performance and feedback.
• Responsible for testing and solving issues with main finance systems
• Manage and coordinate system’s migrations and processes for OTC organization.
Fraud Prevention Team Lead
Hewlett Packard, HP
06.2007 - 12.2009
Collections Analyst
Supra Telecom
12.2001 - 05.2006
Education
Technical Degree - Business Administration
Instituto Tecnologico De Costa Rica (TEC)
Cartago01.2017
Technical Degree - Project Management
Instituto Tecnologico De Costa Rica (TEC)
Cartago12.2021
No Degree - English For Businesses
Berlitz Institute
San Jose12.2021
No Degree - Portuguese
Fundación De Cultura, Difusión Y Estudios Brasilei
San Jose02.2015
No Degree - El Liderazgo De Hoy Y La Nueva Forma De Trabajo
INCAE
San Jose 06.2020
International Certification - Lean Six Sigma Green
MAPO
San Jose09.2022
Skills
- Payment Acceptance
- Customer Relations
- Account Reconciliation
- Audits Understanding
- Past Due Balance Management
- Analytical Reasoning
Languages
English
Full Professional
Portuguese
Full Professional
Spanish
Native or Bilingual
Timeline
ITC Collections Manager
Stryker
06.2023 - Current
OTC Manager
MSD
10.2019 - 05.2023
Collections Senior Supervisor
Thermo Fisher
01.2018 - 09.2019
Collections Supervisor
Thomson Reuters
06.2012 - 12.2015
Global Business Process Lead
Hewlett Packard, HP
05.2010 - 12.2012
Fraud Prevention Team Lead
Hewlett Packard, HP
06.2007 - 12.2009
Collections Analyst
Supra Telecom
12.2001 - 05.2006
Technical Degree - Business Administration
Instituto Tecnologico De Costa Rica (TEC)
Technical Degree - Project Management
Instituto Tecnologico De Costa Rica (TEC)
No Degree - English For Businesses
Berlitz Institute
No Degree - Portuguese
Fundación De Cultura, Difusión Y Estudios Brasilei
No Degree - El Liderazgo De Hoy Y La Nueva Forma De Trabajo
INCAE
International Certification - Lean Six Sigma Green
MAPO
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