Melanie Olan

I was a teacher for almost four years and shifted my career as Customer Service Representative. On my first year as Customer Representative, my task was to receive inbound credit related enquires like payment processing, negotiating payment and payment arrangement. We also did outbound calls for collections. Then, I became a Case Manager, handling portfolio of customers experiencing hardship. My tasks were to assess customers to be eligible for hardship assistance. Once enrolled, customer's account will be managed by providing a long term and flexible payment arrangement until they cope up with their piled up invoices. We also offered them service reductions and plan downgrade with ETC waiver. After 6 months, I was transferred to a different campaign where I managed large /wholesale accounts for collections with monthly minimum collections of 27M. My tasks were to negotiate payment, processed allocations and reconciliations. We also have cashflow reports and monthly DSO.