Adelina Fuentes
Los Angeles,California
Summary
Collection manager well-versed in collections procedures, payment plans and regulatory compliance. Financially literate and sympathetic manager of corporate-hired collections and debt acquisition operations with tact in customer persuasion and empathy. Supportive and emotionally aware team member, providing guidance to employees throughout stressful and confrontational interactions with public. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
23
23
years of professional experience
Work History
Collection Manager
Foreman Financial Inc
01.2005 - Current
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Contacted clients with past-due payments and actively monitored payments due from clients.
- Filed and addressed employee complaints in accordance with company policies and government regulations.
- Documented interactions in computer database and updated information.
- Created daily and weekly cash reports for accounting management.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Supervised staff of collectors, monitoring phone calls and letters.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Reviewed, researched and corrected discrepancies and customer concerns.
- Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
- Conducted investigations of customer accounts and payment histories.
- Established procedures for collection of past due amounts.
- Accessed credit records to evaluate customer credit histories.
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Researched and resolved accounts payable discrepancies.
- Oversaw daily posting of payments to customer accounts.
- Generated and mailed updated statements monthly and processed demand letters.
- Reconciled discrepancies between accounts receivable general ledger account and accounts receivable trial balance account.
- Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions.
Call Center Supervisor
Lexicon Marketing
02.2001 - 05.2004
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Supervised [Number] [Job Title]s in providing excellent customer service to callers requiring assistance for [Type] and [Type] issues.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Created team rotations to man center effectively during peak hours.
- Collaborated with training team to boost product support and certification training initiatives.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Led daily team meetings to review performance, set targets and motivate staff.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
Education
GED -
Dorsey High School
Los Angeles, CA06.1999
Skills
- Department Management
- Remote Video Conferencing
- FHA Loan Process Knowledge
- Payment Discrepancy Research
- Managing Defaults
- Accounting Operations Management
- Employee Retention
- Collections Oversight
- Credit Approval and Denial
- Typing and 10-Key Entry
- Advanced Computer Skills
- Customer Relations
- Report Preparation
- Customer Service Management
- Payment Acceptance
- Collection Calls
- Customer Notifications
- Departmental Activities
- Staff Training
- Past Due Procedures
- Invoicing
- Method Determination
- Insurance Negotiation
- Predictive Dialers
- Loan Processing
- Excellent Team Leadership
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Languages
Spanish
Native or Bilingual
Timeline
Collection Manager
Foreman Financial Inc
01.2005 - Current
Call Center Supervisor
Lexicon Marketing
02.2001 - 05.2004
GED -
Dorsey High School