Luisa Fernanda Merlano
Resumen profesional
Customer Experience and Collections Leader with proven success driving team performance and recovery results across high‑volume, multicultural operations in LATAM, the U.S., and Canada. Experienced in leading teams, designing data‑driven strategies, and coaching individuals to elevate customer experience and operational outcomes. Strong ownership, adaptability, and cross‑cultural communication skills, consistently delivering results in fast‑changing environments.
Datos destacados
9
9
years of professional experience
Experiencia
Collections & Customer Service Supervisor
NPF Cars
Bogotá, Bogotá D.C.
2024.06 - Actual
- Lead daily bilingual team operations with a strong focus on performance, development, and continuous improvement.
- Manage key KPIs such as productivity, contactability, promise-to-pay rates, and recovery results to ensure consistent performance.
- Drove the implementation of a predictive dialer as a strategic initiative; currently in the impact‑measurement phase.
- Develop data‑driven strategies based on risk profiles and behavior analysis to strengthen recovery effectiveness.
- Conduct coaching sessions and call clinics to enhance individual skills and elevate the overall customer experience.
- Present weekly KPI updates and operational insights to the CEO and select board members, supporting strategic decision‑making.
- Consistently achieve 104%–110% of monthly recovery targets.
Customer Representative / Temporarily Team Leader
Teleperformance
Bogotá, Bogotá D.C.
2021.06 - 2024.05
- Supervised teams of bilingual customer service agents in high‑volume operations.
- Monitored key KPIs including productivity, QA, SLA adherence, and customer satisfaction.
- Led structured coaching sessions, provided performance feedback, and handled complex escalations.
- Oversaw special accounts and managed critical operational metrics to ensure service stability and continuous improvement.
Senior Collector – Top Performer
ScotiaGBS
Bogotá, Bogotá D.C.
2017.11 - 2021.05
- Managed Canadian retail delinquent portfolios through personalized payment solutions and customer‑focused negotiation strategies.
- Recognized as Best of the Best 2018 among 200+ agents for outstanding performance.
- Consistently exceeded recovery and negotiation targets, achieving over 100% of monthly goals.
- Specialized in objection handling and resolution of complex, high‑risk cases.
Collections Adjustor
Covinoc
Bogotá, Bogotá D.C.
2017.04 - 2017.09
- Led the recovery efforts for the pre‑legal portfolio of Banco Popular, ensuring effective follow‑up and resolution of high‑priority cases.
- Designed and executed collection strategies tailored to customer risk profiles and case complexity.
- Managed special cases requiring personalized solutions, demonstrating strong communication and negotiation skills.
- Consistently achieved top performance in negotiation effectiveness and customer engagement.
Collections Adjustor → Temporary Team Leader
Megalinea SA
Bogotá, Bogotá D.C.
2016.06 - 2016.07
- Managed delinquent accounts for Banco de Bogotá, ensuring effective follow‑up, negotiation, and customer communication.
- Temporarily promoted to Team Leader, taking on supervision responsibilities and supporting daily team operations.Assisted with performance monitoring, coaching, and task coordination to maintain operational consistency.
Collections Adjustor
Citibank Perú
Bogotá, Bogotá D.C.
2015.06 - 2016.06
- Applied negotiation tools, payment solutions, and customer‑centric approaches to maximize recovery effectiveness.
- Demonstrated strong skills in objection handling, issue resolution, and customer communication.
- Supported database verification and localization efforts to improve accuracy and operational efficiency.
Formación
Ing. CIencia de Datos - Data Analitycs
Corporación Universitaria Iberoamericana
Remoto 2026.02 -
Enfatiza tus habilidades clave
- Bilingual communication
- Leadership & People Development
- Customer Experience Excellence
- Operational & Analytical Skills
- Ownership & Autonomy
- Adaptability & Flexibility
- Intercultural Communication & Empathy
Idiomas
Inglés
Intermedio avanzado
B2
Portugués
Básico
A2
Cronología
Ing. CIencia de Datos - Data Analitycs
Corporación Universitaria Iberoamericana
2026.02 -
Collections & Customer Service Supervisor
NPF Cars
2024.06 - Actual
Customer Representative / Temporarily Team Leader
Teleperformance
2021.06 - 2024.05
Senior Collector – Top Performer
ScotiaGBS
2017.11 - 2021.05
Collections Adjustor
Covinoc
2017.04 - 2017.09
Collections Adjustor → Temporary Team Leader
Megalinea SA
2016.06 - 2016.07
Collections Adjustor
Citibank Perú
2015.06 - 2016.06