ANDREA QUINONEZ
El Paso,TX
Summary
Goal orientated-focused individual seeking a challenging position in the office setting. Experience in managing sensitive or complex data, excellent bookkeeping knowledge, perfect organizational skills ability to maintain records and files, excellent interpersonal skills good with the public and public speaking, able to maintain databases and record keeping verify accuracy, update pertinent information when needed. Managed human resource data, employee information, change orders, and office inventory. Generate reports (data entry, billing, etc.) Operated.
Overview
18
18
years of professional experience
Work History
Collections Agent
Progressive Leasing
05.2022 - 10.2023
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Customer Service Representative
Empire Today LLC
08.2015 - 12.2021
- Interviewed customers to obtain financial information, payment history and other relevant details
- Researched customer accounts for any discrepancies or outstanding payments
- Negotiated payment plans with customers to ensure timely repayment of debt
- Reviewed documents such as contracts, invoices, letters and emails related to customer accounts
- Investigated customer disputes and complaints regarding billing errors and incorrect charges
- Processed payments through various methods such as credit cards, online banking and cash transactions
- Monitored customer accounts for changes in financial status or contact information
- Participated in training sessions related to new technologies used by the company's collections department
- Worked closely with external vendors related to collection efforts
- Identified past due accounts and contacted account holders to arrange payment
- Created repayment plans based on account holders' financial status and repayment abilities
- Prepared staff performance analysis reports
- Provided support with all call center activities
- Answered customer inquiries and provided accurate information.
Administrative Assistant
Glazer's Liquor Wholesale
08.2007 - 02.2008
- Provided excellent customer service to resolve customer complaints in a timely manner
- Maintained detailed records of customer interactions, transactions and comments for future reference
- Resolved complex problems by working with other departments to provide solutions that meet customer needs
- Identified areas of improvement in customer service processes and suggested changes accordingly
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Developed strong customer relationships to encourage repeat business
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Educated customers on special pricing opportunities and company offerings
- Developed productivity metrics
- Maintained all pass codes and log-ins for self
- Attended daily conference calls required to keep up with any new products, devices, and plans
- Investigated and responded to customer complaints
- Assisted agents with any system issues
- Oversee inventory and coordinate shipping and receiving processes
- Worked together with contracted transporters or company-owned trucks
- Coordinated open communication channels with sales and clients to ensure complete on time deliveries of finished goods for the number one account in the Lemont Service Center
- Forecasted new processes for production schedule to ensure quality and deadlines were met in a timely fashion
- Improved inventory practices to insure accurate product was received and shipped to appropriate clients
- Assisted supervisor with a new training program that would help reduce overall turnover and cost
- Responsible for supervising overall office
- Processed monthly expense reports reflecting supporting documents such as accounts payable/receivable and bunk ledgers
- Prepared accounts receivable and payable
- Maintain good customer service and vendor relations
- Managed major purchases, generate and maintain equipment tracking records
- Maintained employee time sheets, vacation records, health insurances and yearly reviews
- Developed master charts and spreadsheets to track project budgets and time lines.
Administrative Assistant
G&A Label
03.2006 - 06.2007
- Provided excellent customer service to resolve customer complaints in a timely manner
- Maintained detailed records of customer interactions, transactions and comments for future reference
- Resolved complex problems by working with other departments to provide solutions that meet customer needs
- Identified areas of improvement in customer service processes and suggested changes accordingly
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Developed strong customer relationships to encourage repeat business
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Educated customers on special pricing opportunities and company offerings
- Developed productivity metrics
- Maintained all pass codes and log-ins for self
- Attended daily conference calls required to keep up with any new products, devices, and plans
- Investigated and responded to customer complaints
- Assisted agents with any system issues
- Oversee inventory and coordinate shipping and receiving processes
- Worked together with contracted transporters or company-owned trucks
- Coordinated open communication channels with sales and clients to ensure complete on time deliveries of finished goods for the number one account in the Lemont Service Center
- Forecasted new processes for production schedule to ensure quality and deadlines were met in a timely fashion
- Improved inventory practices to insure accurate product was received and shipped to appropriate clients
- Assisted supervisor with a new training program that would help reduce overall turnover and cost
- Responsible for supervising overall office
- Processed monthly expense reports reflecting supporting documents such as accounts payable/receivable and bunk ledgers
- Prepared accounts receivable and payable
- Maintain good customer service and vendor relations
- Managed major purchases, generate and maintain equipment tracking records
- Maintained employee time sheets, vacation records, health insurances and yearly reviews
- Developed master charts and spreadsheets to track project budgets and time lines.
Education
GED -
San Jacinto
University of Phoenix
Skills
- Computer Proficiency: Expert Level
- Familiar with all Computer Software Programs
- Knowledge of several fax machines, copiers and printers
- Use of Face Book and Twitter and several social media programs
- Data entry
- Computer literacy
Timeline
Collections Agent
Progressive Leasing
05.2022 - 10.2023
Customer Service Representative
Empire Today LLC
08.2015 - 12.2021
Administrative Assistant
Glazer's Liquor Wholesale
08.2007 - 02.2008
Administrative Assistant
G&A Label
03.2006 - 06.2007
GED -
San Jacinto
University of Phoenix