Open to opportunities

Vianette Santos

@vianettesantos

Message

Operations leader driving efficiency, compliance, and team performance.

Panama

Message

What I'm looking for

I seek a leadership role where I can drive operational efficiency, ensure compliance, mentor teams, and use data-driven strategies to improve collections and profitability.

I am an operations and collections leader with proven success increasing collection efficiency, strengthening team performance, and maintaining regulatory compliance across multicultural environments. I deliver measurable operational improvements and sustain high quality standards while fostering low turnover.

In supervisory roles I implemented quality controls and strategies that raised collection efficiency by 162%, achieved 100% QA, and maintained compliance claim-free campaigns. I manage hiring, training, workforce planning, performance metrics, and escalations across multiple countries, and I collaborate directly with clients and regional stakeholders.

I bring experience across collections, sales, customer service, auditing, and billing system improvements, and I prioritize data-driven decision making, continuous process optimization, and developing teams to consistently exceed KPIs.

Experience

Work history, roles, and key accomplishments

Current

Collection Supervisor

Current

CT Term Connect International

Sep 2023 - Present (2 years 1 month)

Implemented quality controls and operational strategies that increased collection efficiency by 162%, achieved 100% QA and maintained zero compliance claims for 24+ months while sustaining >97% attendance and zero staff turnover.

Collections Management HIPAA)Team Leadership Workforce Planning Training Escalation Management Client Communication HIPAA

Collection Supervisor

LoanStar Title Loan

Apr 2023 - Oct 2023 (6 months)

Managed recovery and aging reduction across 147 Texas stores through negotiation strategies and system updates that improved collection rates and operational accuracy.

Debt Recovery Negotiation Training Delinquency Reporting Internal Controls Cross Border Payments

Senior Sales Executive

Radius Global Solutions

Oct 2022 - Mar 2023 (5 months)

Managed key accounts and VIP portfolios, implemented negotiation strategies and operational improvements that reduced costs and strengthened client loyalty.

Account Management Negotiation performance reporting Sales Strategy KPI Analysis

Senior Sales Executive

Iterum Connections

Jan 2022 - Oct 2022 (9 months)

Promoted to VIP Executive and Floor Support; led team coordination, training, and commercial methodologies that increased LOB profitability and met rapid sales targets.

Sales Leadership Training Team Coordination Performance Optimization

Senior Customer Service Executive

Sprint/T-Mobile

May 2020 - Jan 2022 (1 year 8 months)

Specialized in recovery of individual and corporate accounts by designing payment plans and follow-up strategies to improve financial compliance and service delivery.

Account Management Technical Support Onboarding

Customer Service Supervisor

Hyatt

Nov 2018 - May 2020 (1 year 6 months)

Conducted hotel audits and supervised guest incident management, accounting reconciliation, and operational staff to improve guest experience and financial accuracy.

Auditing Guest Relations Account Reconciliation Incident Management