ADRIAN PACHECO
Santa Ana,CA
Summary
Highly motivated and results-oriented professional with a proven ability to excel in customer service, sales, and team leadership. Demonstrated success in optimizing operational efficiency, de-escalating complex client issues, and leading high-performing teams to exceed key performance indicators. Adept at building strong client relationships and implementing strategic initiatives that drive revenue growth and improve retention. Efficient Data Entry Administrator known for high productivity and ability to complete tasks swiftly. Possess specialized skills in database management, accurate typing with speed, and data analysis tools. Excel in time management, problem-solving, and adaptability, ensuring seamless operations and quality work output. Committed to maintaining confidentiality and integrity of data handled.
Overview
6
6
years of professional experience
Work History
Quality Assurance Manager
True Premier Financial
Irvine, CA
05.2025 - Current
- Developed and implemented quality assurance protocols to ensure compliance with industry regulations and company standards.
- Monitored and analyzed client interactions to identify areas for improvement, and provide targeted coaching to representatives.
- Conducted regular audits of client files and documentation, reducing errors, and improving data accuracy.
- Led sales team to achieve quarterly targets and enhance customer engagement.
- Conducted regular performance reviews to assess team effectiveness and development needs.
NSF Collection Manager
United Tax Defense
Santa Ana, CA
03.2025 - 05.2025
- Managed and evaluated the performance of collections representatives, providing guidance and support to optimize results.
- Strategically distributed client accounts to maximize efficiency and achieve collection targets.
- Trained new staff on collection procedures and best practices for client interactions.
- Oversaw compliance with federal regulations regarding collections practices.
- Processed payments and established payment plans for customers in financial distress.
Upper Management / Floor Manager
Nxfi
Santa Ana, CA
01.2023 - 03.2025
- Spearheaded daily operations for a 25-person debt validation team, resulting in significant improvements in key performance indicators (KPIs).
- Supervised daily operations to ensure efficient workflow and customer satisfaction.
- Implemented operational standards to improve service quality and compliance.
- Collaborated directly with the CEO to develop and implement strategic initiatives.
- Directed the Non-Sufficient Funds (NSF) department, developing and implementing proactive strategies to ensure consistent client follow-up, and successful resolution.
- Ensured that all staff members adhered to safety guidelines and regulations.
- Created daily work schedules for staff members according to the needs of the business.
- De-escalated high-priority client calls, effectively resolving complex issues, and ensuring sustained client satisfaction.
- Oversaw all aspects of employee performance, including comprehensive training, targeted coaching, and constructive performance evaluations.
- Collaborated with other departments to enhance customer experience.
Customer Service Representative Team Lead
Acufi
Irvine, California
08.2022 - 01.2023
- Led a team of representatives to enhance customer satisfaction and service quality.
- Developed training materials to improve team performance and service delivery.
- Managed daily operations to ensure smooth workflow and timely issue resolution.
- Assisted customers with inquiries and resolved issues effectively.
- Managed high call volumes while maintaining quality service standards.
- Utilized CRM software to track customer feedback and support requests.
- Maintained data integrity through regular audits and system checks.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Sales Representative
Acufi
Irvine, CA
12.2021 - 08.2022
- Consistently enrolled qualified clients into a specialized debt resolution law firm by effectively handling inbound inquiries.
- Performed regular follow-ups with prospects to close deals in a timely manner.
- Created detailed reports on daily, weekly, and monthly sales activity.
- Educated clients on product features and benefits to enhance engagement.
- Closed sales by building rapport and overcoming objections.
Business Qualifier
Monster Marketing
Tustin, CA
06.2021 - 12.2021
- Identified and qualified business owners for high-impact Google Maps front-page placement services (SEO).
- Prioritized and organized tasks to efficiently accomplish service goals.
- Analyzed website performance using Google Analytics and SEO tools.
- Implemented SEO strategies such as keyword optimization, meta tags. into website projects.
Cashier / Drive-Thru / POS
Chick-Fil-A
Irvine, CA
11.2019 - 05.2021
- Provided efficient and accurate customer service in a fast-paced environment, processing payments, taking orders, and ensuring timely food delivery.
- Processed customer transactions efficiently and accurately.
- Provided exceptional customer service in a fast-paced environment.
- Assisted in training new cashiers on procedures and systems.
- Handled customer inquiries and resolved issues promptly.
- Managed cash register, ensuring proper cash handling practices were followed.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
Education
High School - Santa Ana, CA
Foothill High School
Santa Ana, CA05.2021
Skills
- Team Leadership
- Performance Management
- Strategic Planning
- Employee Training
- Coaching
- Client Relationship Management
- Negotiation
- Conflict Resolution
- Customer Retention
- De-escalation
- Zendesk
- Microsoft Office Suite
- Data Analysis
- Process Optimization
- CRM Software
- Performance evaluation
- Regulatory compliance
- Quality assurance
- Compliance auditing
- Data analysis
- Customer relationship management
- Problem solving
- Organizational performance evaluation
Skills
Team Leadership, Performance Management, Strategic Planning, Employee Training & Coaching, Client Relationship Management, Negotiation, Conflict Resolution, Customer Retention, De-escalation, Zendesk, Microsoft Office Suite, Data Analysis, Process Optimization, CRM Software
Accomplishments
- Graduted From John Casablanca Modeling and Acting School
Timeline
Quality Assurance Manager
True Premier Financial
05.2025 - Current
NSF Collection Manager
United Tax Defense
03.2025 - 05.2025
Upper Management / Floor Manager
Nxfi
01.2023 - 03.2025
Customer Service Representative Team Lead
Acufi
08.2022 - 01.2023
Sales Representative
Acufi
12.2021 - 08.2022
Business Qualifier
Monster Marketing
06.2021 - 12.2021
Cashier / Drive-Thru / POS
Chick-Fil-A
11.2019 - 05.2021
High School - Santa Ana, CA
Foothill High School
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