Address:
Blk. 17 Lot 23 Sweden St.
Alapan I-C, Metroville Subd.
Imus, Cavite
Mobile No. 0917-4809926 /
09178807633
E-mail: [email protected]
Dennis Guanlao Santos
Personal Particulars:
Date of Birth : 04 Dec 1974
Nationality : Filipino
Social Card No. : 33-1519318-8
TIN No. : 134 – 903 – 852
Educational Background :
Highest Education Level : Bachelor’s / College Degree
Field of Study : AB Mass Communications
Major : Advertising
Institute / University : Far Eastern University
Graduation Date : March 1996
Employment History :
Company Name : OpenText Philippines Inc.
Position Title : Intermediate Accounts Receivables Accountant
Specialization : B2B Collections
Industry : B2B & IT Services
Monthly Salary : P29,500 + allowance / incentive
Date Joined : November 2013 – to Present
Work Description :
 Contact business clients (accounts payable) to collect money owed on services rendered
like cloud software based applications and other EDI (Electronic Data Interchange)
services in accordance with established policies and objectives. (B2B collections)
 Use various operating tools such as Oracle, Siebel, TCM, Great Plains, SAP and other
related tools to process various transactions like updating client status, raising credit,
requesting account blocking / suspension.
 Perform customer service tasks by taking inbound calls for attending to client request like
disputes, cancellation and credit requests, educating on various queries specific on their
EDI and cloud based applications & processes.
 Utilize means to contact clients such as the telephone, mail, fax or electronic mail.
 Make arrangements for payment and manage accounts on given portfolios.
 Recommends or initiates accounts for litigation and suspension as needed.
 Maintains appropriate and accurate system documentation as directed by client.
 Maintains effective communication within the team as well as to Team Supervisor.
Company Name : ANZ Global Inc. (Australia New Zealand Bank)
Position Title : Front End Collections Officer (Cards & Loans)
Specialization : 1st Party & 3rd Party Collections
Industry : BPO & Banking
Monthly Salary : P24,000 + allowance / incentive
Date Joined : September 2012 – October 2013
Work Description :
 Contact debtors to collect money owed on credit cards and loans accordance with
established policies and objectives. (1st party collections)
 Use various operating tools such as Mochasoft, CWX(Admerex), ICBS & Vision+ to
process various transaction credit card & loan payments.
 Perform customer service skills like attending to debtor disputes, educating on various
card queries like card balance, due dates and other processes.
 Utilize means to contact debtors such as the telephone, mail, fax or electronic mail.
 Make arrangements for repayment records and advise debtors regarding action steps.
 Recommends or initiates accounts for litigation and repossession as needed.
 Maintains appropriate and accurate system documentation as directed by client.
 Maintains effective communication within the team as well as to Team Supervisor.
Company Name: Aegis Peoplesupport Inc. (Domestic Business – Globe Telecoms)
Position Title : Team Lead
Specialization : Customer Service
Industry : BPO
Monthly Salary : P20,000 + allowance / incentive
Date Joined : May 2011 – December 2011
Work Description :
 Handle agents on shift, provide coaching, mentoring and other concerns to perform their
daily tasks effectively.
 Handle escalation calls for agents with urgent customer concerns.
 Conducts weekly team meeting for updates, coaching and to know other agent concerns.
 Monitor team stats such as schedule adherence, AHT, QA and agents overall
performance.
 Prepare daily, weekly and monthly reports to monitor team’s progress and status.
 Prepare various report like compliance report, performance report and others as needed
Company Name: Aegis Peoplesupport Inc. (Legal Dept.)
Position Title : Legal Executive (non-ops)
Specialization : Licensing & Complaints
Industry : BPO
Monthly Salary : P19,000 + allowance / incentive
Date Joined : June 2009 – May 2011 (1st term)/December 2011 – August 2012 (2nd
term)
Work Description :
 Assisting in all legal related matters primarily in Annual filing of state requirements such
as Annual Reports, Tax Compliance & Clearance Reports, Registration, Certificates of
Withdrawal (if needed), Licensing and other needed filings.
 Review and summary of all customer complaints from various accounts like AMEX, NCO
and other major accounts.
 Summary of reports for all customer complaints which will be sent to the BBB (Better
Business Bureau) and other agencies.
 Summary of reports for insurance and telemarketing accounts like monitoring of agent’s
licenses and other requirements.
 Research and analysis of some legal related matters as needed.
 Formulation of various excel spreadsheets and trackers for needed reports and
summaries.
Company Name : Aegis Peoplesupport Inc.
Position Title : Collections Associate
Specialization : Collections & Skip Tracing
Industry : BPO
Monthly Salary : P17,500 + allowance / incentive
Date Joined : July 2005 – to Present
Work Description :
 Locate and contact debtors to recover money owed on credit cards, mortgage loans, car
loans, student loans, utility bills, medicare or taxes in accordance with established
policies and objectives.
 Use various operating tools such as Mochasoft, Latitude, Touchstar & others to process
various transaction like check by phone or debit / credit card payments.
 Perform customer service skills usually for disputes & other special requests.
 Utilize means to contact debtors such as the telephone, mail, fax or electronic mail.
 Perform skip tracing activities to locate debtors with the use of free & paid search
engines.
 Make arrangements for repayment records and advise debtors regarding action steps.
 Recommends or initiates accounts for litigation and repossession as needed.
 Maintains a keen eye for special state laws which various collection laws are to be
applied and abide.
 Maintains appropriate system documentation as directed by client.
 Maintains effective communication within the team as well as to Team Supervisor.