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Angel Santos
Albany,NY
Work Preference
Summary
Versatile Customer Service and Operations Professional adept at leading teams and managing high-risk assets in financial environments. Focuses on developing training programs, analyzing performance metrics, and implementing strategies that drive operational excellence and enhance customer satisfaction.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Special Assets Officer
Community Bank NA
Albany, New York
04.2026 - Current
- Managed communication with borrowers regarding delinquent accounts and repayment options.
- Analyzed loan portfolios to identify high-risk assets and recommend actions.
- Collaborated with internal teams to develop strategies for asset recovery.
Loan & Share Mediator
Broad view Federal Credit Union
Albany, NY
01.2022 - 01.2025
- Manage a high-volume portfolio of delinquent accounts, resolving complex cases across loans, credit cards, and mortgages
- Determine charge-offs, repossessions, and recovery strategies while ensuring compliance with policies and regulations
Inbound Sales Mentor
Spectrum
Albany, NY
01.2020 - 01.2021
- Trained and mentored new hires by adapting coaching methods to individual learning styles, improving performance and team effectiveness
- Exceeded sales goals while mentoring new hires
- Exceeded sales targets while handling high-volume inbound calls and resolving complex customer inquiries
Customer Service Supervisor
Energy Choice California
Irwindale, CA
01.2018 - 01.2019
- Led, coached, and developed team of 10+ agents, improving call quality and customer satisfaction through enhanced performance.
- Designed and implemented training strategies to strengthen product knowledge and enhance call effectiveness.
- Monitored and analyzed performance metrics to identify gaps and adjust workflows for increased team productivity.
Education
Associate of Applied Science - Public Administration
Hudson Valley Community College
Troy, NY12-2021
High School Diploma -
Boca Raton Community High School
Boca Raton01-2007
Skills
- Team leadership
- CRM and case management
- Loan restructuring
- Policy adherence
- Risk assessment
- Training and development
- Quality assurance
- Effective collaboration
- Team leadership and coaching
Certification
- Google Project Management Certificate
Timeline
Special Assets Officer
Community Bank NA
04.2026 - Current
Loan & Share Mediator
Broad view Federal Credit Union
01.2022 - 01.2025
Inbound Sales Mentor
Spectrum
01.2020 - 01.2021
Customer Service Supervisor
Energy Choice California
01.2018 - 01.2019
Associate of Applied Science - Public Administration
Hudson Valley Community College
High School Diploma -
Boca Raton Community High School