Cross-Functional Leadership: Led both Quality Assurance and digital recovery teams, ensuring alignment with company policies, customer experience standards, and operational goals.
Training & Development: Designed and executed comprehensive training programs, including management and agent-level modules, supported by a customized Learning Management System (LMS).
Operational Support & Strategy: Provided hands-on support to operations teams, bridging QA insights with business objectives and optimizing internal processes for better service delivery.
Risk & Compliance Integration: Worked closely with risk and compliance units to enforce regulatory standards and streamline recovery workflows using data analytics and digital tools.
Client Relationship & Team Management: Managed frontline and backend teams, resolved customer issues within set turnaround times, and maintained high team morale and performance through coaching and mentorship.


Key Achievements
Reduced Non-Performing Loans: Brought down non-performing loan rates to below 5%, contributing to financial stability and better credit portfolio health.
Boosted Customer Satisfaction: Achieved and maintained a 90% customer satisfaction rate through quality assurance and efficient complaint resolution.
Enhanced Employee Performance: Improved overall staff performance by 18% through structured training programs and skills gap assessments.
Cut Recovery & Operational Costs: Reduced recovery costs by 20% and minimized overdue payments through strategic process improvements.
Lowered Default Rates: Partnered with Metropol CRB to enhance credit scoring processes, resulting in a 10% decrease in repeat defaulters.