Anai Fierro
Buckeye,AZ
Summary
Customer solutions team lead with bilingual English–Spanish customer service experience. Track performance goals and resolve escalated account issues for 20–25 employees. Background includes account management, collections, and loan servicing with strong accuracy and compliance focus.
Overview
11
11
years of professional experience
Work History
RAC Client Solutions Team Lead
Regional Acceptance
Tempe, AZ
08.2022 - Current
- Led and supported team of 20-25 employees, providing daily guidance and oversight to ensure operational success.
- Track team goals and performance metrics, providing coaching and support to help achieve established targets.
- Manage and review customer accounts to ensure accuracy, identify issues, and support timely resolution.
- Evaluate all available account resolution options to help customers meet their obligations while supporting a positive customer experience.
- Resolved escalated customer concerns by actively listening, identifying effective solutions, and delivering professional support.
- Ensure team activities and account handling comply with established company policies and procedures.
- Provided assistance to Spanish-speaking customers by addressing their inquiries and resolving issues.
- Maintained safe, positive, and respectful work environment for all team members, fostering collaboration and morale.
Loan Officer III
Bridgecrest
Mesa, AZ
02.2018 - 10.2021
- Educated customers about their loans, including account terms, payment obligations, and available repayment options.
- Delivered customer service and collections support, addressing account questions and facilitating payment solutions to enhance customer satisfaction.
- Evaluated and assigned eligible accounts for repossession due to unresolved payment obligations, ensuring compliance with company policies.
- Assisted Spanish-speaking customers by explaining account information, payment options, and loan requirements in Spanish.
- Supplied customers with precise vehicle title information and guidance on title-related questions and requirements, aiding in smooth transactions.
Accounting Clerk
Five Diamond Cold Storage
Delano, CA
07.2015 - 10.2017
- Supported accounts receivable and accounts payable functions, including invoicing and bank reconciliations.
- Created new customer accounts while maintaining accurate records to support billing accuracy.
- Verified contract completeness and payment receipt before closing customer accounts to ensure accuracy and compliance.
- Prepared daily reports and tracked inventory to ensure adequate stock levels.
- Provided operational support during harvest season and delivered responsive customer service.
- Supported office operations by maintaining a clean, organized, and professional workspace.
Education
Graduate Certificate - Accounting And Finance
Milan Institute
Visalia, CA07-2015
Graduate Certificate - Community Health Worker
College of The Sequoias
Visalia, CA09-2012
High School Diploma -
Tulare Western High School
Tulare, CA06-1998
Skills
- Customer service excellence
- Bilingual communication
- Team leadership
- Collaboration and teamwork
- Performance monitoring
- Employee coaching
- Goal setting
- Conflict resolution
- Escalation management
- Policy compliance
- Account management
Timeline
RAC Client Solutions Team Lead
Regional Acceptance
08.2022 - Current
Loan Officer III
Bridgecrest
02.2018 - 10.2021
Accounting Clerk
Five Diamond Cold Storage
07.2015 - 10.2017
Graduate Certificate - Accounting And Finance
Milan Institute
Graduate Certificate - Community Health Worker
College of The Sequoias
High School Diploma -
Tulare Western High School