Overview
Work History
Education
Skills
Timeline
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Abigail Ceballos

Avondale ,AZ

Overview

10
10
years of professional experience

Work History

Lead Collections Rep

Discover Card
09.2024 - Current
  • Processed payments and contracts on accounts.
  • Counseled debtors on payment options and arranged installment agreements.
  • Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
  • Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.
  • Handled Number outbound and inbound calls daily with goal of collecting owed debt.
  • Reviewed collection reports to determine status of collections and amounts of outstanding balances.

Collections Specialist Late Stage

Progressive Leasing
07.2023 - 07.2024
  • In this role I handled both inbound and outbound collections calls in a fast paced environment, handled overflow Spanish calls, set up settlements and/or helped bring customers current.
  • Maintained consistent 100% Quality Assurance grades on calls.
  • Consistently exceeded utilization and production metrics.
  • Consistently maintained an above 95% DPH (exceeding the goal of at least 80%)

Collections Specialist Early Stage

Progressive Leasing
11.2020 - 07.2023
  • In this role I handled both inbound and outbound collections calls in a fast paced environment, handled overflow Spanish calls, set up settlements and/or helped bring customers current.
  • Maintained consistent 100% Quality Assurance grades on calls.
  • Consistently exceeded utilization and production metrics.
  • Consistently maintained an above 95% DPH (exceeding the goal of at least 80%)

Payment Specialist

Convergent Outsourcing
02.2019 - 11.2020
  • In this role I notified customers about past due accounts via both inbound and outbound calls
  • I arranged different payment schedules for customers and helped customers with their online portal.

Payment Specialist

Emperon Constar
09.2017 - 01.2019
  • In this role I located and notified customers of past due accounts and answered customer questions regarding problems with accounts.

Researcher

Papa Johns
06.2015 - 09.2017
  • In this role I participated in preparation of product usage, handled label instructions, conducted research, and evaluated safety levels.

Education

High School Diploma -

Westview High School

Skills

  • Bilingual (Spanish): ability to speak conversationally and translate disclosures between English and Spanish
  • Multitasking: Ability to handle multiple channels of communication
  • Organization skills: skilled in prioritizing tasks and referring back to previous work as necessary
  • 70 WPM: Ability to type quickly to assist with prompt communication and note taking
  • Customer service: Capacity to maintain high levels of customer satisfaction via empathy and problem solving to build loyalty and ensure satisfaction of the interaction
  • Collections: Skilled in persistent top down, assumptive negotiation
  • Compliance: Understanding of the Fair Debt Collections Act and other laws regarding how to handle customers dealing with bankruptcy, fraud, military, etc

Timeline

Lead Collections Rep

Discover Card
09.2024 - Current

Collections Specialist Late Stage

Progressive Leasing
07.2023 - 07.2024

Collections Specialist Early Stage

Progressive Leasing
11.2020 - 07.2023

Payment Specialist

Convergent Outsourcing
02.2019 - 11.2020

Payment Specialist

Emperon Constar
09.2017 - 01.2019

Researcher

Papa Johns
06.2015 - 09.2017

High School Diploma -

Westview High School

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Abigail Ceballos