Adele Carrillo
Tucson,AZ
Summary
Customer Service professional with over five years of experience in addressing customer inquiries, resolving issues, and providing exceptional support. Proven track record of exceeding customer satisfaction goals and delivering top-notch service.
Overview
14
14
years of professional experience
Work History
COLLECTIONS
Bass and Associates
- Collaborated with legal and compliance teams to escalate accounts for legal action as necessary.
- Monitored and followed up on past due accounts to ensure timely payments.
- Implemented collection strategies to recover outstanding debts while maintaining customer relationships.
- Communicated effectively with clients to negotiate payment plans and resolve disputes.
COLLECTOR
Citi Cards
- Demonstrated strong negotiation skills to settle accounts and meet monthly collection goals.
- Handled high-volume phone calls and negotiated with customers to collect outstanding debts.
- Managed high volume inbound calls, achieving customer satisfaction and problem resolution.
- Demonstrated strong communication and active listening skills to address customer inquiries.
- Utilized CRM system to document interactions and maintain accurate customer records.
- Collaborated with team members to meet service level agreements and improve call center performance.
Claim Specialist
Mister Car Wash
11.2024 - Current
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
SENIOR ADJUSTER
GEICO
01.2015 - 08.2023
- Evaluated complex claims, negotiated settlements, upheld company standards with integrity.
- Collaborated with legal team, analyzed policies, ensured compliance with state regulations.
- Trained new adjusters, provided mentorship and guidance for professional development.
- Managed and settled bodily injury claims for personal, auto, and property damage.
- Conducted investigations, evaluated medical reports, and negotiated settlements with claimants.
- Reviewed policy coverage, laws, and regulations to ensure accurate claim handling.
- Utilized negotiation skills and empathy to communicate with claimants and medical professionals effectively.
ACCOUNT MANAGER
Discover Card
03.2012 - 11.2014
- Manage key client relationships, increasing satisfaction and retention rates.
- Develop and implement strategic account plans to drive revenue and growth.
- Collaborate with cross-functional teams to meet client needs and exceed expectations.
- Experience in negotiating payment plans with delinquent customers to recover outstanding debts.
- Proficient in utilizing collection software and skip tracing techniques to locate debtors.
- Skilled in maintaining accurate records and documentation of all collection activities.
Education
ACCOUNTING -
Pima Community College
Tucson, AZ05.2004
Skills
- 1 Communication
- 2 Problem-solving
- 3 Interpersonal
- 4 Adaptability
- 3 Empathy
- 5 Patience
- Analytical thinking
- Attention to detail
- Collections background
- Collections actions
LANGUAGES
Spanish | Native
Timeline
Claim Specialist
Mister Car Wash
11.2024 - Current
SENIOR ADJUSTER
GEICO
01.2015 - 08.2023
ACCOUNT MANAGER
Discover Card
03.2012 - 11.2014
COLLECTIONS
Bass and Associates
COLLECTOR
Citi Cards
ACCOUNTING -
Pima Community College