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 company is structured, who owns what, and how departments work together.

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Company Leadership

Role	Name	Location	Responsibilities
CEO & Founder	Jethro Adedeji	Greensboro, NC, USA	Strategy, vision, final decisions, growth, partnerships
Operations Manager	TBD / Senior Lead	Philippines	Day-to-day ops, team management, escalations, reporting to CEO

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Department Overview

Crowned Credit is organized into five 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
PrimaryKey Tools	GHL,GoHighLevel, Aircall,DisputeFox, SmartCredit, DisputeFoxSmartCredit
KeyPrimary OutputsKPI	Portal>85% created,of documentsclients collected,fully onboardingonboarded callwithin completed,7 clientdays transitionedof to CSRsignup
ReportsEscalates To	Operations Manager for failed onboarding, missing docs after 7 days

2. Customer Support (CSR) Department

Detail Info MissionRetain clients, handle inbound inquiries, execute proactive outreach, and be the client's primary relationship contact Headcount~15–18 CSRs + 1–2 Team Leads Primary ToolsGHL, Aircall, SmartCredit Key OutputsClient retention, monthly check-in calls, dispute result communication, billing management Reports ToOperations Manager

3. Dispute Department

Detail Info MissionGenerate and send dispute letters, analyze bureau responses, and manage all credit bureau correspondence Headcount~10–12 Dispute Agents + 1 Dispute Manager Primary ToolsDisputeFox, SmartCredit Key OutputsDispute letters sent, bureau responses processed, deletion confirmations documented Reports ToOperations Manager

4. Admin & Billing Department

Detail	Info
Mission	ManageEnsure all client payments,accounts failedare charges,in plangood changes,financial standing and internalpayment administrativeissues tasksare resolved quickly
Headcount	~4–3–5 AdminBilling Specialists
PrimaryKey Tools	GHLGoHighLevel, (billing),Shopify Stripe// payment processor, internal spreadsheetsprocessor
KeyPrimary OutputsKPI	PaymentsFailed collected,payment failedrecovery chargesrate recovered,>70%; billing issuesresponse resolved,time payroll<4 data maintainedhours
ReportsEscalates To	Operations Manager /for CEOchargebacks, legal threats, complex refund requests

5.3. RecruitingCredit &Case HRSpecialists Department(CCS)

Detail	Info
Mission	Source,Manage hire,active client accounts through the dispute process, maintain retention, and onboarddrive newmeasurable teamcredit members; maintain contractor records; support performance managementimprovement
Headcount	1~10–15 RecruiterCCS + HR1–2 supportTeam Leads

Key ToolsGoHighLevel, Aircall, DisputeFox, SmartCredit Primary ToolsKPIOnlineJobs.ph,Client Upwork,retention Deelrate (payroll),>80%; internalSMS trackersresponse time <2 hours; 100% update call completion Escalates ToTeam Lead for complex credit questions, legal threats, or client demanding cancellation

4. Dispute Team

Detail Info MissionExecute dispute rounds efficiently and accurately to maximize item removals for each client HeadcountOutsourced to Philippines-based dispute company Key OutputsToolsQualifiedDisputeFox, hires,SmartCredit contractorPrimary agreements,KPIDispute onboardingletters documentation,sent payrollwithin processingSLA; viabureau Deelresponses logged same day received Escalates ToOperations Manager for FCRA compliance concerns

5. Sales / Marketing

Detail Info MissionDrive qualified traffic and conversions through Meta ads, landing pages, and UGC content Key RolesMedia Buyer, Landing Page Manager, UGC Creator Team Key MetricsCPA $150–200, ad spend ~$100–130k/month, ROAS tracked weekly Reports ToCEO directly

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Reporting Structure

Team Locations

LocationRole	Approx.Reports To

Direct Reports CEO—Operations Manager, Media Buyer, all leads Operations ManagerCEOAll department team leads Onboarding Team LeadOperations ManagerOnboarding Specialists CCS Team LeadOperations ManagerCredit Case Specialists Billing SpecialistsOperations Manager— CSR / CCSCCS Team Lead—

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Team Distribution by Location

Country Est. Headcount Primary Roles Time Zone Philippines ~30 CSR, CCS, Onboarding, Dispute,Billing, Admin PSTDispute (UTC+8)outsourced) Nigeria 7–10CSR CSR,support Onboarding,roles, Adminmisc operations WAT (UTC+1) Colombia ~1Specialized Specialistrole COT (UTC-5) Dominican RepublicFewSupport 2–3roles Specialist / Support AST (UTC-4) USA1 (Greensboro,CEO)Leadership, NC)strategy, final decision-making 1 CEO EDT (UTC-4)

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Escalation PathFlow

WhenAll escalations follow a teamclear memberpath. encountersNever anskip issuelevels theywithout cannot resolve independently, they should follow this escalation chain:cause.

1. AttemptCSR resolution/ using documented SOPs in this wiki

Consult a peerCCS — another team member with experience in this area EscalateAttempt to Teamresolve Leadusing with a written summary of the issueSOPs and whatavailable was attemptedresources Team Lead escalates— Escalate if outside standard scope, client is threatening to Operationsleave, Manageror iflegal/compliance unresolvedconcern within 4 hoursarises Operations Manager escalates— toEscalate for cross-department issues, billing disputes over threshold, systemic problems CEO — Reserve for criticalmajor issues (legal threats, largerefund paymentdecisions failures,over teama conflicts)set amount, or company-level decisions