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Vianette Santos

@vianettesantos

Operations leader driving efficiency, compliance, and team performance.

Panama
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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

SP

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.

Education

Degrees, certifications, and relevant coursework

UI

Universidad del Istmo

Bachelor's Degree in Psychology, Psychology

Pursuing a Bachelor's Degree in Psychology at Universidad del Istmo, currently in progress.

UI

Universidad del Istmo

Diploma in Business Innovation, Business Innovation

2024 - 2025

Completed a Diploma in Business Innovation from November 2024 to January 2025.

Tech stack

Software and tools used professionally

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Vianette Santos - Collection Supervisor - CT Term Connect International | Himalayas