Julian Coco

This role requires a strategic thinker with strong leadership skills and a deep understanding of the collections industry.

As an Operations Manager at Credit Corp Group, I bring a proven track record of high performance across operational and people leadership benchmarks. My responsibilities include but are not limited to:

• Leadership: I lead with a focus on operational excellence and people development. I have a proven track record of high performance across operational and people leadership benchmarks.
• Collections Strategy: I have demonstrated knowledge and skillset of collections strategy, tools, and techniques. I have a thorough understanding of the compliance and legislative requirements in the collections industry.
• Revenue Performance: I have an outstanding track record in revenue performance, consistently meeting and exceeding targets.
• Continuous Improvement: I make recommendations and oversee enhancements for continuous improvement in operations. I am always looking for ways to improve efficiency and effectiveness.
• Operational Management: I work to improve operational management systems, processes, and best practices. I ensure that our operations are running as smoothly and efficiently as possible.
• Quality Control and Compliance: I perform quality controls and monitor compliance with all policy and regulatory guidelines. I ensure that our operations are always in compliance with industry standards and regulations.
• KPI Monitoring: I monitor and assess KPIs to develop and deliver strategies to improve operations performance. I use data-driven decision-making to drive operational excellence.

As the Operations Manager at Credit Corp Group’s Makati (PHL) office, I was responsible for the sole management of the office, overseeing all operations and ensuring the effective, compliant and profitable management of the site.

My responsibilities included but were not limited to:

• Leadership: I led with a focus on operational excellence and people development, managing a diverse team and fostering a positive work environment.
• Development of New Operations Team Groups: I was instrumental in the development of new operations team groups, such as the Philippines Low Balance team, enhancing our operational capabilities and service offerings.
• Legal Action Capabilities: I introduced and developed the ability of the PHL staff to take legal action against suitable customers where compliant, ensuring we had all necessary tools to effectively manage our collections.
• Cross-Department Collaboration: I worked closely with the Head of Collections, Analytics, Workflow, Information Technology, Human Resources, Learning and Development, and other departments to ensure the effective and profitable management of the site. This cross-department collaboration was key to our success.
• Collections Strategy: I had demonstrated knowledge and skillset of collections strategy, tools, and techniques. I had a thorough understanding of the compliance and legislative requirements in the collections industry.
• Revenue Performance: I had an outstanding track record in revenue performance, consistently meeting and exceeding targets.
• Continuous Improvement: I made recommendations and oversaw enhancements for continuous improvement in operations. I was always looking for ways to improve efficiency and effectiveness.
• Operational Management: I worked to improve operational management systems, processes, and best practices. I ensured that our operations were running as smoothly and efficiently as possible.
• Quality Control and Compliance: I performed quality controls and monitored compliance with all policy and regulatory guidelines. I ensured that our operations were always in compliance with industry standards and regulations.
• KPI Monitoring: I monitored and assessed KPIs to develop and deliver strategies to improve operations performance. I used data-driven decision-making to drive operational excellence.

As a Team Performance Manager at Credit Corp Group, my role involved a wide range of responsibilities aimed at driving team performance and enhancing operational efficiency. These included:

• Performance Management: I was responsible for monitoring and driving performance against team targets, individual targets, and site targets. This included managing the incremental increase of team revenue and overseeing the performance on Directed Workflow activities and campaigns.
• Skills Development: I focused on the incremental improvement in team skills levels and overall team performance. This included conducting quality coaching sessions for all team members, creating and maintaining Individual Learning Plans, and driving measured performance improvements for underperformers based on agreed targets.
• Operational Efficiency: I ensured the average outbound talk time within the team and the unique locate rate were optimized. I also oversaw the quality and quantity of right party contacts and call monitoring evaluations.
• Tool Usage: I oversaw the usage of Directed Workflow, Skip Tracey, and Profile Tool, ensuring thorough customer profiling and populating data fields with required information.
• Team Development: I worked on team payers base development and strived for incremental improvement in team skills levels as measured against the Skills Framework.
• Compliance and Quality Control: I followed appropriate procedures for escalation of complaint accounts to the Customer Experience Unit, monitored the number of upheld customer complaints, and ensured the quality of recorded and assessed call reviews.
• HR and Personnel Management: I managed attrition targets and absenteeism targets, provided feedback as measured in exit questionnaires and employee surveys, and received HR feedback on appropriate management of behavioural and performance-based personnel challenges.
• Professional Development: I focused on incremental increases in the skills of myself and my team against the Skills Framework and participated in and completed any upskilling or other training opportunities offered by the company.

As a Team Performance Manager at Credit Corp Group’s San Diego and Salt Lake City offices, my role involved a wide range of responsibilities aimed at driving team performance and enhancing operational efficiency. These included:

• Performance Management: I was responsible for monitoring and driving performance against team targets, individual targets, and site targets. This included managing the incremental increase of team revenue and overseeing the performance on Directed Workflow activities and campaigns.
• Skills Development: I focused on the incremental improvement in team skills levels and overall team performance. This included conducting quality coaching sessions for all team members, creating and maintaining Individual Learning Plans, and driving measured performance improvements for underperformers based on agreed targets.
• Operational Efficiency: I ensured the average outbound talk time within the team and the unique locate rate were optimized. I also oversaw the quality and quantity of right party contacts and call monitoring evaluations.
• Tool Usage: I oversaw the usage of Directed Workflow, Skip Tracey, and Profile Tool, ensuring thorough customer profiling and populating data fields with required information.
• Team Development: I worked on team payers base development and strived for incremental improvement in team skills levels as measured against the Skills Framework.
• Compliance and Quality Control: I followed appropriate procedures for escalation of complaint accounts to the Customer Experience Unit, monitored the number of upheld customer complaints, and ensured the quality of recorded and assessed call reviews.
• HR and Personnel Management: I managed attrition targets and absenteeism targets, provided feedback as measured in exit questionnaires and employee surveys, and received HR feedback on appropriate management of behavioural and performance-based personnel challenges.
• Professional Development: I focused on incremental increases in the skills of myself and my team against the Skills Framework and participated in and completed any upskilling or other training opportunities offered by the company.

In my role as a Senior Customer Relationship Manager at Credit Corp Group, I was responsible for a wide range of duties aimed at driving both individual and team performance. These included:

• Performance Management: I consistently met and exceeded both individual and team targets, contributing to an incremental increase in individual and team revenue.
• Operational Efficiency: I maintained high outbound talk time metrics and unique locate rates, contributing to payers base growth and daily locate rates.
• Account Management: I worked on a significant number of unlocated accounts on a daily basis, making numerous outbound skip tracing calls per day and performing a high number of search actions per day.
• Customer Profiling: I ensured customer profiles were fully completed in Debtrak, contributing to the growth of the payers base.
• Quality Control: I maintained a high kept promise rate and achieved fresh pool targets. I ensured the quality of recorded and assessed call reviews and maintained appropriate queues and statuses for all accounts in Debtrak.
• Compliance: I followed appropriate procedures for the escalation of complaint accounts to the Customer Experience Unit and kept the number of upheld customer complaints to a minimum.
• Team Leadership: In the absence of the Team Performance Manager, I maintained team performance and oversaw the successful completion of the ongoing training booklet for all Customer Relationship Managers in the team.
• Professional Development: I focused on the performance of Customer Relationship Managers, particularly during their first six months, and worked on incremental increases in the skills of myself and those around me. I also completed any upskilling or other training opportunities offered by the company.

In my role as a Customer Relationship Manager at Credit Corp Group, I was responsible for a wide range of duties aimed at driving both individual and team performance. These included:

• Performance Management: I consistently met and exceeded both individual and team targets, contributing to an incremental increase in team and individual revenue.
• Operational Efficiency: I maintained high outbound talk time metrics and unique locate rates, contributing to payers base growth and daily locate rates.
• Account Management: I worked on a significant number of unlocated accounts on a daily basis, making numerous outbound skip tracing calls per day and performing a high number of search actions per day.
• Customer Profiling: I ensured customer profiles were fully completed in Debtrak, contributing to the growth of the payers base.
• Quality Control: I maintained a high kept promise rate and achieved fresh pool targets. I ensured the quality of recorded and assessed call reviews and maintained appropriate queues and statuses for all accounts in Debtrak.
• Compliance: I followed appropriate procedures for the escalation of complaint accounts to the Customer Experience Unit and kept the number of upheld customer complaints to a minimum.
• Professional Development: I focused on incremental increases in the skills of myself and those around me. I completed the ongoing training booklet and achieved competency in all areas of training. I also completed any upskilling or other training opportunities offered by the company.