Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Jeffrie J. Castellanos

Jeffrie J. Castellanos

Collections Expert
Guatemala City

Summary

Dedicated, hardworking, and committed to become a dependable and valuable Team Member or Team Leader. +12 years of international experience in the BPO industry in different Finance and Accounting streams like Collections and Dispute Management.

Overview

14
14
years of professional experience
2
2
years of post-secondary education
2
2
Languages

Work History

Collections Team Leader

Capgemini Polska
04.2022 - 05.2025
  • Permanent review and monitor of the Team's performance ensuring SLAs and KPI were met.
  • Work with individuals with improvement and training needs via internal mechanisms.
  • Request access to all necessary tools for new users.
  • Participate as Subject Matter Expert in Transitions.
  • Lead interviews for candidates willing to join the company.
  • Report progress of relevant tasks to be processed to both internal governance and the client.
  • Train and assist the team with client and company's implementation of new systems.
  • Lead training sessions for new joiners within the project help with onboarding of new members of the team.
  • Create reports for higher management and the client constantly.
  • Distribute the workload within the team.

Collections and Dispute Management Process Leader

Capgemini Guatemala
10.2017 - 04.2022
  • Monthly and weekly reporting on the Team's performance.
  • Investigate, validate and process timely resolution to the customer´s disputes.
  • Look for opportunities to improve/automate internal processes.
  • Quality check on the Team's tasks.
  • Review and approve internal paperwork.
  • Support Team Leader as backup and ad-hoc tasks.
  • Create and test automation programs.

Collections Portfolio Analyst

Capgemini Guatemala
02.2013 - 09.2017
  • Monitor Accounts receivable and payable activities ensuring timely payments and collections.
  • Continously contact customer via soft-phone and email to collect aged invoices based on the client's strategy.
  • Work with internal departments to ensure correct invoicing and payment application.
  • Process invoices and payments, resulting in increase in accounts receivable collections.

Customer Service Representative

24/7 Guatemala
10.2012 - 02.2013
  • Credit cardholder customer support.
  • Assistance for online accounts and assistance to Sales representatives.

Customer Service Representative

Genpact
05.2011 - 06.2012
  • Credit cardholder customer support.
  • Assistance for online accounts and assistance to Sales representatives.
  • English - Spanish translations.
  • Credit card insurance sales.

Education

High School Diploma -

Colegio Blaise Pascal
Guatemala City, Guatemala
01.2009 - 10.2010

Skills

  • Leadership
  • Strong analytical skills
  • Microsoft Office (Powerpoint, Excel & Word)
  • Ability to Work in a Team
  • Ability to Work Under Pressure
  • Customer Service
  • Credit control
  • Problem solving and automation implementation skills
  • SAP
  • Salesforce
  • PowerBI
  • UiPath

Personal Information

  • Date of Birth: 11/12/91
  • Nationality: Guatemalan

Timeline

Collections Team Leader

Capgemini Polska
04.2022 - 05.2025

Collections and Dispute Management Process Leader

Capgemini Guatemala
10.2017 - 04.2022

Collections Portfolio Analyst

Capgemini Guatemala
02.2013 - 09.2017

Customer Service Representative

24/7 Guatemala
10.2012 - 02.2013

Customer Service Representative

Genpact
05.2011 - 06.2012

High School Diploma -

Colegio Blaise Pascal
01.2009 - 10.2010

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Jeffrie J. CastellanosCollections Expert