Organizational Structure Organizational Structure Crowned Credit operates with a lean, distributed team of 45 employees across the Philippines, Nigeria, Colombia, and the Dominican Republic. This page outlines how the Customer Service department in particular is structured, who owns what, and how departments work together. 🌍 About Our Team Crowned Credit is a fully remote company. Our CEO (Jethro Adedeji) is based in Greensboro, NC. All 45 team members are overseas. We operate across multiple time zones, which is why strong documentation, clear roles, and reliable systems are non-negotiable. Company Leadership Role Name Location Responsibilities CEO & Founder Jethro Adedeji Greensboro, NC, USA Strategy, vision, final decisions, growth, partnerships CSR Manager Les Jimenea Philippines Day-to-day ops, team management, escalations, reporting to CEO Billing Manager/Team Lead Khryzza Castillo Philippines Billing operations, payment processing, account status management, failed payment follow-ups, reactivation handling, and billing-related escalations Onboarding Team Lead Marjorie Mercadero Philippines Client onboarding process, agreement and document verification, credit monitoring setup, team management, and ensuring clients are properly set up before disputes begin Credit Case Specialists Team Lead Cassandra Aldana Philippines Team management, client file reviews, escalation handling for complex cases, and coordination with dispute team to ensure progress and results CSR Department Overview Crowned Credit's Customer Service Department is organized into 3 core departments, each with a defined scope and team lead: 1. Onboarding Department Detail Info Mission Convert new clients into active, engaged service participants within the first 7 days Headcount ~8–10 Onboarding Specialists + 1 Team Lead Key Tools GoHighLevel, DisputeFox, SmartCredit Primary KPI >85% of clients fully onboarded within 7 days of signup Escalates To Onboarding Team Lead for failed onboarding, missing docs after 7 days 2. Billing Department Detail Info Mission Ensure all client accounts are in good financial standing and payment issues are resolved quickly Headcount ~3–5 Billing Specialists Key Tools GoHighLevel, Payment processor Primary KPI Failed payment recovery rate >70%; billing response time <4 hours Escalates To Billing Team Lead for chargebacks, complex refund requests 3. Credit Case Specialists (CCS) Detail Info Mission Manage active client accounts through client communication, maintain retention, and drive measurable credit improvement Headcount ~10–15 CCS + 1 Team Lead Key Tools GoHighLevel, Aircall, DisputeFox, SmartCredit Primary KPI Client retention rate >80%; SMS response time <2 hours; 100% update call completion Escalates To Team Lead for complex credit questions, legal threats, or urgent client concerns Reporting Structure Role Reports To Direct Reports CEO — Operations Manager, Media Buyer, all leads CSR Manager CEO All department team leads Onboarding Team Lead CSR Manager Onboarding Specialists CCS Team Lead CSR Manager Credit Case Specialists Billing Team Lead CSR Manager Billing Specialists CSR Corresponding Team Lead — Team Distribution by Location Country Est. Headcount Primary Roles Philippines ~30 CSR, CCS, Onboarding, Billing, Dispute (outsourced) Nigeria 7–10 CSR support roles, misc operations Colombia ~1 Specialized role Dominican Republic Few Support roles USA 1 (CEO) Leadership, strategy, final decision-making Escalation Flow All escalations follow a clear path. Never skip levels without cause. CSR / CCS — Attempt to resolve using SOPs and available resources Team Lead — Escalate if outside standard scope, client is threatening to file complaints or escalate the situation, or legal/compliance concern arises CSR Manager — Escalate for cross-department issues, billing disputes over threshold, systemic problems CEO — Reserve for major legal threats, refund decisions over a set amount, or company-level decisions 💡 When in Doubt — Escalate Up, Not Around Never route around your team lead to go directly to the CEO unless it is genuinely urgent and your lead is unavailable. Document the reason for escalation in GHL before reaching out.