Ana M. De Arce
Odessa,FL
Summary
Team Leader proficient in data verification, account updates and problem solving.. Deep understanding of financial and payment matters as well as customer service. Bringing 30+ years of related experience. Detail-oriented on resolving issues and maintaining customer loyalty. Strong critical thinking skills with a methodical approach. Knowledgeable about bank practices and documentation requirements. Excellent reputation for resolving problems and improving company satisfaction. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Problem solver, networker, and consensus builder. Team-oriented professional prepared to take on leadership responsibilities with focus on driving results. Known for reliability, flexibility, and strong organizational skills, and achievement of goals.
Overview
9
9
years of professional experience
Work History
USA Lead Collections
Santander Consume USA
02.2020 - Current
- Optimized collections procedures, boosting productivity.
- Implemented new technology tools for better tracking of collection efforts, increasing efficiency and effectiveness across the department.
- Maintained compliance with federal and state regulations governing debt collection activities, protecting the company from potential legal issues.
- Reduced bad debt write-offs by monitoring high-risk accounts and taking timely corrective actions.
- Closely monitored team performance metrics regularly for improvements or corrective measures necessary.
- Provided quality assurance reviews on Collections Specialists'' interactions with customers, identifying areas for improvement and coaching opportunities.
- Resolved escalated customer disputes through mediation techniques and creative problem-solving approaches that preserved business relationships while recovering due payments.
- Established a positive work environment for Collections Team members, fostering a culture of collaboration and continuous improvement.
- Enhanced team performance by providing ongoing training and support to Collections Specialists.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Sr. Customer Assistance Account Specialist Team
Santander Consumer USA
10.2019 - 02.2020
- Reviewed account activity to assess financial status and evaluate discrepancies and delinquencies.
- Adhered to standards of quality and service as well as all compliance requirements.
- Evaluated customers' potential needs to make appropriate recommendations and decisions
- Used different systems to keep accurate records pertaining to account notes.
- Collected and analyzed data to learn more about consumer behavior.
- Secured on-time payments and collected on delinquent accounts
- Communicated with clients daily to understand needs to assist with delinquencies
- Updated existing profiles with latest information.
- Proposed additional options to clients to correct the delinquency
- Completed routine and complex account updates to resolve problems.
- Reviewed invoices, payment requests, advance requests, expense reimbursements and proper coding, prior to approval
Early Stage Account Manager
Santander Consumer USA
10.2018 - 10.2019
- Contact clients and collect missed and outstanding payments
- Monitor accounts on a daily basis
- Organized daily workflow and ensured appropriate staffing to provide optimal service
- Implemented best practice standards for billing resulting in substantial reduction of accounts receivable delays
- Reviewed invoices, payment requests, advance requests, expense reimbursements and proper coding, prior to approval
- Identify outstanding account receivables
- Investigate historical data for debts and bills
- Take actions in order to encourage timely payments
- Process payments
- Contact clients and discuss their overdue payments
- Update account status records
- Excellent knowledge of billing procedures
- Knowledge of various collection techniques
- Contact inbound & outbound calls and discuss their overdue payments
- Comfortable working with targets
Customer Service Representative
Atento PR
08.2015 - 09.2018
- Effectively managed a high-volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Defused volatile customer situations calmly and courteously
- Team Lead Support
- Processing and working with escalated tickets to Supervisors and Team Leads
- Assist Agents as a Floor Support with supervisor calls and on any situation with the system or the customer
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Developed new strategies for customer retention activities
Education
Administrator Assistance -
Interamerican University
Cupey, PRSkills
- MS Windows, Vista, Excel, Power Point, Word Perfect and Citrix, Outlook
- Problem-solving and critical-thinking skills
- Data entry, Data analysis
- Customer and commercial services
- Strong interpersonal skills
- Fluent in English and Spanish
- Administrative Support
- Exceptional communication skills
- Mediation capability
- Documentation skills
- Excellent work ethic
- Quick learner
- Delinquent Accounts Management
- Customer Advising
- Account review
- Account reconciliation
- Conflict resolution techniques
- Risk management
- Performance improvements
- Records management
- Payment acceptance
- Issue investigation
- Business correspondence writing
- Problem-solving
- Multitasking
- Critical thinking
Languages
Fluent in Spanish & English Language
Timeline
USA Lead Collections
Santander Consume USA
02.2020 - Current
Sr. Customer Assistance Account Specialist Team
Santander Consumer USA
10.2019 - 02.2020
Early Stage Account Manager
Santander Consumer USA
10.2018 - 10.2019
Customer Service Representative
Atento PR
08.2015 - 09.2018
Administrator Assistance -
Interamerican University
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