Open to opportunities

Pauline Acopio

@paulineacopio

Message

Experienced collections and customer service leader driving team performance and operational improvements.

Philippines

Message

What I'm looking for

I seek a leadership role in collections or customer service where I can coach teams, optimize processes, and drive measurable improvements in performance and customer experience.

I am a results-driven collections and customer service professional with over nine years' experience leading teams, supervising retail operations, and delivering multi-channel support. I have a proven track record improving collection rates, coaching staff, and implementing procedures that boost efficiency and customer satisfaction.

My background includes roles as Collection Team Leader, Credit Advisor, Retail Sales Supervisor, and Social Media Manager, where I increased engagement and optimized workflows. I am focused on mentoring teams, analyzing performance data, and presenting actionable recommendations to senior management.

Experience

Work history, roles, and key accomplishments

Collection Team Leader

Creditmax Incorporated

Nov 2024 - Aug 2025 (9 months)

Led and supervised a team of collection specialists, improving collection processes and producing regular performance reports including collection rates and aging analysis to inform management decisions.

Collections Management Team Leadership KPI Tracking Reporting And Analysis Coaching

Customer Service Associate

Finance Technologies Inc.

Aug 2023 - Nov 2024 (1 year 3 months)

Handed multi-channel consumer inquiries via phone, email, and chat, maintained customer databases, and executed back-office operations to resolve issues while ensuring accurate documentation and follow-up.

Customer Service Live Chat Email Support Phone Support Troubleshooting Back Office Operations Documentation

Credit Advisor / Collection Specialist

Home Credit Philippines

Sep 2018 - Jul 2023 (4 years 10 months)

Handled outgoing and incoming collection calls to recover overdue debts, provided clear payment guidance, and performed administrative tasks for the Early Collection department to support recovery goals.

Debt Collection Telecollections Collections Administrative Support

Social Media Manager

Petbook Pet Supplies and Accessories

May 2019 - Jan 2020 (8 months)

Created and scheduled 50+ Facebook posts weekly, optimized posting times and content, and drove a 30% increase in engagement and 24% more social shares over six months.

Social Media Management Facebook Marketing Analytics Campaign Management

Retail Sales Supervisor

Games and Gadgets

Jun 2016 - Jan 2018 (1 year 7 months)

Led store operations and staff to increase sales and efficiency, managed inventory and cash procedures, and implemented store policies to maintain service, safety, and merchandising standards.

retail management Inventory Control Cash Handling Staff Training Merchandising Loss Prevention Customer Service

Education

Degrees, certifications, and relevant coursework

Access Computer and Technical Colleges

Bachelor of Science in Information Technology, Information Technology

2011 - 2015

Completed a Bachelor of Science in Information Technology program focusing on technical support, database maintenance, and customer-facing technical assistance.