Angelica Navallez
Customer Service
Apache Junction,AZ
Summary
Reliable employee seeking any position. Offering excellent communication and good judgment.
Experienced in customer service with over 21 years of experience. Excellent reputation for resolving problems and improving customer satisfaction.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level positions. Ready to help team achieve company goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Energetic Community Liaison bringing 21 years of community contribution to fulfill any role. Strong academic background customer service with foundation in local community resources. Highly skilled in public speaking with aptitude for event coordination and community networking.
Determined Community Liaison aiming to leverage 21 years of experience providing positive community contributions to engage and inform community members. Personable and driven with passion for perpetuating company mission and values.
Overview
22
22
years of professional experience
3
3
years of post-secondary education
Work History
Litigation Liason
Ford Motor Credit Company
Mesa, AZ
03.2021 - 11.2021
- Networked with local organizations, leaders and consumers, resulting in establishment of new and lasting partnerships and relationships.
- Distributed monthly reports to convey important collection funds to leaders.
- Fielded phone calls, answering questions and inquiries regarding community resources and services.
- Recruited members and coordinated meetings and schedules for all team, improving volunteer involvement.
- Provided assistance by researching legal issues, participating collections and creating action plans to tackle obstacles.
- Communicated with team members and leadership to assess concerns or current issues and identify corrective measures.
Process Review Support
Ford Motor Credit Company
Mesa, AZ
01.2020 - 03.2021
- Retained existing clients and developed new processes by extending high quality and efficient support service.
- Broke down and evaluated procedures, using test scripts, personal expertise and probing questions.
- Resolved problems, improved operations and provided exceptional service.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Carried out day-to-day duties accurately and efficiently.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Helped streamline collection and customer support processes and update procedures for support action consistency.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Business Support Analyst
Ford Motor Credit Company
Mesa, AZ
01.2014 - 01.2020
- Identified and managed service risks within company, recommending best practice enhancements and guidelines updates.
- Rendered on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Executed analysis of risks and identified risk mitigation strategies.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Identified process inefficiencies through gap analysis and outlined sensible solutions.
- Led cross-functional teams to analyze and understand enterprise-wide operational impacts and opportunities of technology changes.
- Assessed business requirements to forecast annual budgetary operational costs.
- Drafted reports on company financial metrics to assess successes and account for deficiencies.
- Held meetings to communicate new policies and procedures to appropriate personnel.
- Designed onboarding process for new personnel, expediting full operational competency through standardized curricula.
- Supported leadership team with reporting, analysis and business presentations to inform divisional strategies.
Insurance Specialist
Ford Motor Credit Company
Mesa, AZ
01.2007 - 01.2014
- Followed up on denials, late payments, extensions and other special circumstances.
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
- Approached potential clients by using direct mailings and phone contacts.
- Researched and resolved routine and complex issues.
- Coordinated with contracting department to resolve payer issues.
- Acted as subject matter expert, answering internal and external questions and inquiries.
- Communicated verification and authorization status updates car insurance companies to facilitate decision-making for customers and insurance coverage.
- Determined client needs and financial situations by listening and scheduling fact-finding information.
- Utilized RMS to document and track customer account details.
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Maintained high standards of customer service by building relationships with clients.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Spent ample time with each customer, verbally reviewing and explaining documents for client comprehension.
- Presented payment options to customers in order to close accounts once insurance paid on totaled vehicle
Insurance Review
Ford Motor Credit Company
Mesa, AZ
01.2002 - 01.2007
- Determined client needs and financial situations by listening and scheduling fact-finding documents.
- Spent ample time with each customer, verbally reviewing and explaining documents for client comprehension.
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize auto insurance reputation.
- Obtained documents from auto insurance companies for review of auto coverage.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Maintained high standards of customer service by building relationships with clients.
- Conducted annual reviews of existing policies to update information.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Determined financial needs by assessing existing coverage
- Met with customers to provide information about policies coverage.
- Approached potential clients by using direct mailings and phone contacts.
- Responded to customer calls swiftly to resolve issues and answer questions.
Collection Customer Service Representative
Ford Motor Credit
Mesa, AZ
05.2000 - 01.2002
- Worked with customer to create debt repayment plan based on current financial condition.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Entered client details and notes into system for interdepartmental access and review.
- Processed debtor payments and updated accounts to reflect new balance.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Advised customers of alternative actions and strategies for debt repayment.
- Developed and maintained courteous and effective working relationships.
- Worked with customers to understand needs and provide excellent service.
- Carried out day-to-day duties accurately and efficiently.
- Used Microsoft Word and other software tools to create documents and other communications.
- Maintained excellent attendance record, consistently arriving to work on time.
- Identified issues, analyzed information and provided solutions to problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
High School Diploma -
Mesa High School
Mesa 08.1995 - 05.1997
Central Arizona College
Coolidge, AZ 01.2022 - Current
Skills
Bilingual in Spanish
undefinedTimeline
Central Arizona College
01.2022 - Current
Litigation Liason
Ford Motor Credit Company
03.2021 - 11.2021
Process Review Support
Ford Motor Credit Company
01.2020 - 03.2021
Business Support Analyst
Ford Motor Credit Company
01.2014 - 01.2020
Insurance Specialist
Ford Motor Credit Company
01.2007 - 01.2014
Insurance Review
Ford Motor Credit Company
01.2002 - 01.2007
Collection Customer Service Representative
Ford Motor Credit
05.2000 - 01.2002
High School Diploma -
Mesa High School
08.1995 - 05.1997
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