Mariela Varela

Experienced lead in Banking and Finance, risk and credit specialist for over 12 years in multinational companies, achieving results while facilitating people to develop their career path. Believer in continuous process improvement not only for departments and processes but for individuals.

Apr 2019 -
Present
Senior Credit and Collections Expert B2B
Swarovski North America, Costa Rica
Migrated, wrote and implemented standard operating procedures for credit personnel to achieve consistency in unit operations.
Reduced past due balances (High achiever, over97% current plus first bucket) and bad debt by coordinating collection efforts with customer service, sales and billing departments.
Monitored accounts for signs of fraud and non-payment issues.
Collaborated with management to evaluate credit strategies and develop improvements.
Worked cross-functionally with sales, management and other departments to maintain effective operations and stakeholder satisfaction.
Investigated and evaluated customers for credit worthiness and potential risk factors and terms to maximize sales while reducing risk.
Oversaw cash application for own accounts and associates.
Investigated successfully disputes to chargeback if necessary and credit note issuing when a valid claim is presented, ensuring sales order flowing with reconciled accounts.
Supported regular specialists with escalations, reconciliations, day to day processes.
Prepared top account status reports to present weekly to local market and stakeholders, among others. SAP, FSCM.
Built relationships with colleagues to facilitate team work, cooperation and success.
Completed and submitted monthly and yearly reports to support executive decision making.
Nov 2017 -
Jan 2019
Senior Accounts Receivable Specialist B2B
Cargill North America, Costa Rica
Created reports and presentations detailing account development opportunities, leading to improved collections efficiency by a steady reduction of 3%of total overdue balances.
Communicated with AR Manager to recommend account escalations on collections and billing issues including legal action when required.
Handled escalation of accounts in severed delinquency.
Reduced past due dollars in assigned key account portfolio, assign and follow correct application of
unapplied cash.
Lead along with Information Technology colleagues to implement improvements in system to download and submit invoices saving 2 hours a day per collector (8 head count) 4,160 hours saved yearly. Accomplishment recognized by upper management.
Jun 2015 -
Aug 2017
Collections Team Lead
Emerson North America, Costa Rica
Migrated process from United States colleagues to Costa Rica´s team. DTP´s creation, metrics implementation, determine best action and remedial plans to assist with process needs.
Positioned as go-to person for up to 9 staff members, troubleshooting complex administrative and training issues promptly.
Promoted learning and managed approval to obtain2 senior positions to bring motivation and career growth to a great team of professionals.
Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Achieved a 96% reduction of legacy items by yearend.
Managed to keep Attrition at 11% (1 out of 9) by year end.
Jan 2011 -
Dec 2014
Customer Service Team Lead
Bank of America, Costa Rica
Acted as effective liaison between customers and internal departments to ensure world-class customer service while complying with company´s policies.
Migrated processes from United states to Costa Rica´s
team collaborating along with other managers to create standard procedures.
Worked with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates (Over 90% CSAT monthly, most awarded team throughout)
Identified improvement opportunities to achieve high compliance with the company´s stablished metrics for the team; ensured quality, coaching and training of 22 team associates.
Worked along with forecasting to handle time off along with company´s needs to ensure daily headcount needs met.

Bachelor´s: Business Administration
Fundepos Alma Mater
Elementary School Teacher
Universidad Hispanoamericana