Debbie Geme Fontanilla Collections Specialist @ Cognizant | Customer Support,

Collections Specialist

Cognizant

Oct 2023 - Sep 2025 (2 years)

• Managed 50+ daily outbound calls to negotiate payment arrangements and settlements with delinquent account holders. • Handled high-volume inbound inquiries, resolving billing discrepancies and processing payments efficiently. • Utilized conflict resolution skills to de-escalate sensitive financial conversations into collaborative repayment plans. • Ensured compliance with FDCPA and TCPA regulations during all communications, maintaining legal standards.

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Process Expert

Cognizant Philippines Corelogic

Oct 2023 - Jan 2025 (1 year 4 months)

Executed B2B financial collections through outbound, inbound, and email communications. Cultivated and maintained strong professional relationships with business owners and high-value clients. Maintained consistent performance excellence across AHT, QA, and sales KPIs. Key Achievement: Earned a promotion to Strategic and Government accounts within just three months of tenure.

Disney+ Customer and Technical Service

Webhelp

Jan 2023 - Sep 2023 (9 months)

In my role at Webhelp, I provided outstanding customer and technical service for Disney+ users in the AU/NZ region. I ensured customers received accurate information about content libraries and subscription tiers. Additionally, I educated families on parental controls to promote safe viewing experiences for children while resolving technical issues to enhance streaming quality.

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Retention Specialist

Webhelp Malaysia

Aug 2022 - Sep 2023 (1 year 2 months)

Provided multi-channel support for adidas inquiries via social media, website, email, and phone. Managed retention efforts and technical support for Disney+ via inbound and outbound calls and chats. Developed optimized communication scripts that enhanced resolution times and quota performance. Oversaw high-volume processing of returns, cancellations, disputes, and refunds. Key Achievement: Promoted to Subject Matter Expert (SME) responsible for training and supporting new hires.

adidas Customer Service Representative

Webhelp

Aug 2022 - Jan 2023 (6 months)

In my role at Webhelp, I provided exceptional customer service as a representative for adidas. I specialized in advising customers on footwear technology and sizing, ensuring they received the best possible experience. Additionally, I handled claims assessments for damaged products, maintaining high quality standards. My focus on resolving disputes at the first point of contact significantly improved customer satisfaction.

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Sales Service Representative

TaskUs PH Houzz

Aug 2020 - May 2022 (1 year 10 months)

Delivered comprehensive multi-channel support to resolve complex customer issues and maintain brand loyalty. Consistently achieved all performance metrics, including AHT, QA, and sales targets.

Houzz | Customer Service Representative

TaskUs formerly heloo powered by TaskUs

Aug 2020 - May 2022 (1 year 10 months)

In my role at TaskUs, I supported Houzz users by enhancing their home design experience and resolving complex inquiries. I provided dedicated assistance to "Houzz Pro" users, managed chargeback investigations, and ensured efficient returns logistics. My focus was on maintaining high customer satisfaction while protecting company revenue.

AT&T | Customer Service Representative

Concentrix

Feb 2019 - May 2020 (1 year 4 months)

In my role at Concentrix, I provided exceptional technical support for AT&T services, including Fiber and Wireless (5G). I focused on educating customers about their options, ensuring they made informed decisions regarding wireless plans and trade-in programs. Additionally, I adeptly handled billing disputes and processed refunds, which contributed to maintaining high levels of customer satisfaction and loyalty.

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Sales Service Representative

Concentrix ATT

Feb 2019 - May 2020 (1 year 4 months)

Handled multi-window chat and inbound support focusing on billing and product concerns. Implemented sales and service solutions to drive customer retention. Successfully met all KPI targets for AHT, quality assurance, and sales volume.

Verizon | Customer Service Representative

TTEC Digital

Jul 2018 - Jan 2019 (7 months)

In my role at TTEC Digital, I specialized in troubleshooting connectivity issues and managing device lifecycles. I educated customers on Verizon's value-added services and ensured they maximized their plan benefits. My responsibilities included conducting billing audits and resolving disputes, which fostered customer trust and satisfaction.

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Sales Service Representative

TTEC Verizon

Jul 2018 - Jan 2019 (7 months)

Managed chat and inbound support across multiple Verizon Lines of Business (LOBs). Resolved billing and service-related issues while consistently meeting KPI expectations.

Debbie Geme Fontanilla

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