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Organizational Structure

This page explains how Crowned Credit's 45-person distributed team is organized — who owns what, how departments connect, and where you fit — so you can communicate effectively and know exactly who to go to for anything.

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 companyCustomer 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
OperationsCSR Manager TBDLes / Senior LeadJimenea 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 CreditCredit's Customer Service Department is organized into five3 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 OperationsOnboarding ManagerTeam 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, Shopify / paymentPayment processor Primary KPI Failed payment recovery rate >70%; billing response time <4 hours Escalates To OperationsBilling ManagerTeam Lead for chargebacks, legal threats, complex refund requests

3. Credit Case Specialists (CCS)

Detail Info
Mission Manage active client accounts through theclient dispute process,communication, maintain retention, and drive measurable credit improvement Headcount ~10–15 CCS + 1–21 Team LeadsLead 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 demandingconcerns 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 ToolsDisputeFox, SmartCredit Primary KPIDispute letters sent within SLA; bureau responses 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 tracking, ad spend optimization, ROAS tracked weekly Reports ToCEO directly

Reporting Structure

Role Reports To Direct Reports
CEO — Operations Manager, Media Buyer, all leads OperationsCSR Manager CEO All department team leads Onboarding Team Lead OperationsCSR Manager Onboarding Specialists CCS Team Lead OperationsCSR Manager Credit Case Specialists Billing Team Lead CSR Manager Billing SpecialistsOperations Manager— CSR / CCSCCSCorresponding 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.

  1. CSR / CCS — Attempt to resolve using SOPs and available resources
  2. Team Lead — Escalate if outside standard scope, client is threatening to leave,file complaints or escalate the situation, or legal/compliance concern arises
  3. OperationsCSR Manager — Escalate for cross-department issues, billing disputes over threshold, systemic problems
  4. 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.
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