Angel Morales Jr.
Port St Lucie
Summary
Experienced collections professional with a leadership mindset, strong track record in managing accounts and improving recovery rates. Skilled in team collaboration, negotiation, and conflict resolution, with focus on achieving measurable results. Adaptable to changing environments, reliable, and driven to meet organizational goals by working closely with leadership.
Overview
19
19
years of professional experience
Work History
Intake-Billing Coordinator/FLC Collections Manager
Travis R. Walker Law Offices
04.2024 - Current
- Researched accounts and completed due diligence to resolve collection problems.
- Reviewed, researched, and corrected discrepancies and client concerns.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Oversaw daily posting of payments to client accounts.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Worked with legal resources and recovery teams to manage default issues.
- Reduced delinquency rates with proactive account monitoring and timely communication.
- Implemented efficient skip tracing techniques to locate hard-to-reach debtors and expedite the recovery process.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Confirmed appointment details with clients to reduce no-show rates and optimize scheduling efficiency.
- Collected, verified, recorded and processed client demographics, payments, and referral information.
- Conducted account reconciliations for identifying discrepancies and maintaining accurate financial records.
- Answered telephone and in person inquiries with friendly demeanor and full knowledge of billing department processes.
- Managed Workforce/Dialer
- Managed CRM Systems
- Managed data conversions between softwares
- Optimized billing processes by implementing efficient invoicing and payment tracking systems.
Delivery Driver
Total Logistic Services
10.2023 - 01.2024
- Loaded and unloaded packages carefully, maintaining product integrity.
- Delivered packages on time by planning optimal delivery routes.
- Navigated local streets to ensure timely delivery of goods.
- Used handheld devices to track and confirm delivery status.
- Ensured customer satisfaction by providing friendly service during deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Boosted overall efficiency by effectively managing multiple tasks simultaneously, such as loading and unloading vehicles, route planning, and paperwork completion.
Quality Assurance Analyst Call Center
iVox Solutions LLC
06.2022 - 08.2023
- Gather interpret, and use complex data to develop actionable steps that will improve processes and optimize results for the department
- At times, I stand in for upper management to assess company and client needs while on client calibration calls
- Prepare operational reports and analyze data to assist and advise management
- Help construct end of day reports of analytical data summary on root cause interactions between agent and customers
- Keep senior management informed about recurring issues or problems
- Train/upskill supervisors and higher operations on any changes in company guideline rubric
- Train multiple agents recently added to the QA team
2-40 Licensed Health Insurance Sales Agent
Together Health
07.2021 - 12.2021
- Answered incoming calls and connected individuals with Medicare products that fit their needs
- Guided customers through Medicare product selection and the application process via inbound leads provided to the sales agent
- Utilized a consultative sales approach with the assistance of industry leading technology
- Enrolled clients based on compliance and training requirements to sell appropriate products
- Effectively sold and closed sales, ensuring 100% customer satisfaction
Bilingual Supervisor
Teleperformance
09.2018 - 06.2020
- Hired, trained and prepare call center agents to solve customer problems or promote the company’s products and services
- Ensured agents are equipped to reach call center objectives and goals
- Answered agent questions and assist them through challenging calls
- Identified call center operational issues and suggested improvements
- Prepared operational reports and analyzed data to assist and advise management
- Formed call center operational strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses
- Evaluated call center technologies, customer service standards, and organizational structure
- Monitored call center performance to identify operational problems and solutions
- Met call center financial objectives and explored opportunities to add value
- Hired and onboard new call center employees
- Answered staff questions, provide guidance and feedback to team members
- Ensured a friendly and motivating work environment
- Measured performance with KPIs such as call interruptions, calls waiting etc
- Ensured adherence to company's policies and procedures
- Kept senior management informed about recurring issues or problems
- Prepared monthly, quarterly and annual reports
Bilingual Sales Consultant
Arrigo Dodge, Chrysler – Jeep
04.2018 - 08.2018
- Prospected clientele, conducted negotiations, and developed referrals with diligent follow-up
- Built rapport with and directed clients to vehicles based on their needs and budget
- Demonstrated vehicles, including going on test drives
- Created and maintained client account documentation on the CRM software
- Attended weekly sales meeting with the sales manager regarding objectives, planned activities, reviews and analysis
- Demonstrated the ability to follow simple and complex work instructions, to actively listen to directions and to perform tasks with little additional follow-up or direction
- Introduced auto accessories, explained warranties, and after-sales services to clients
Bilingual Customer Service Rep.
Teleperformance
09.2017 - 04.2018
- Responded to a high volume of inbound customer inquiries, complaints and order requests via telephone calls, emailed, and faxed correspondence; facilitated problem resolution; provided information on our products and services; and demonstrated our commitment to customer service by following up on calls and ensuring superior results
- Identified, researched, and solved non-standard problems understanding of our business products, processes and procedures
- Demonstrated the ability to follow simple and complex work instructions, to actively listen to directions and to perform tasks with little additional follow-up or direction
- Commitment to building the relationship with customers required to identify and meet/exceed their current needs; and anticipating their future needs
- Ability to communicate effectively in a highly competitive environment by conveying information in a business like format, sharing information in an articulate manner and clarifying information to ensure understanding; must be able to multi task and possess good communication skills operating in a sometimes fast paced environment
Bilingual U-Verse Retention Supervisor
Southerland Global Services
11.2015 - 11.2016
- Skilled and meticulous Retention Supervisor with an exceptional record of strong customer service
- Handled a wide variety of product telephone inquiries with top-notch courtesy and professionalism
- Outstanding multi-tasker who thrives in a fast-paced high-pressure work environment
- Monitored and evaluated agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Resolved customer complaints and concerns with strong verbal and negotiation skills
- Maintained composure and patience in face of difficult customer situations
- Trained new employees and explained methods & procedures clearly
- Team coached on the Tier 1 team of 12 co-workers
- Quickly analyze issues for fellow Tier 1 agents and determine proper escalation path
- Identified systems defects and workarounds to get service restored for the customers
Bracket Specialist/Dental Lab Assistant
01.2014 - 01.2015
Residential Counselor
01.2008 - 01.2010
Back Room Stocker
01.2006 - 01.2008
Education
High School Diploma -
Rush Henrietta H.S.
Henrietta, NY01.2002
Skills
- Risk assessment capabilities
- Past due balance management
- Client service management
- Exceptional organization
- Client relations
- Goal-oriented focus
- Billing
- Performance metrics monitoring
- Time management mastery
- Advanced computer skills
- Account reconciliation
- Debt recovery expertise
- Process improvement strategies
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Intake-Billing Coordinator/FLC Collections Manager
Travis R. Walker Law Offices
04.2024 - Current
Delivery Driver
Total Logistic Services
10.2023 - 01.2024
Quality Assurance Analyst Call Center
iVox Solutions LLC
06.2022 - 08.2023
2-40 Licensed Health Insurance Sales Agent
Together Health
07.2021 - 12.2021
Bilingual Supervisor
Teleperformance
09.2018 - 06.2020
Bilingual Sales Consultant
Arrigo Dodge, Chrysler – Jeep
04.2018 - 08.2018
Bilingual Customer Service Rep.
Teleperformance
09.2017 - 04.2018
Bilingual U-Verse Retention Supervisor
Southerland Global Services
11.2015 - 11.2016
Bracket Specialist/Dental Lab Assistant
01.2014 - 01.2015
Residential Counselor
01.2008 - 01.2010
Back Room Stocker
01.2006 - 01.2008
High School Diploma -
Rush Henrietta H.S.
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