Anna Cruz
Schertz,TX
Summary
As a hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
20
20
years of professional experience
Work History
Supervisor
Linebarger Goggan Blair & Sampson
08.2008 - Current
- Increased team productivity by implementing efficient workflows and setting clear expectations for approximately 60-80 staff members.
- Streamlined operations for increased efficiency through regular process weekly reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities for staff.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for approximately 20 staff members, identifying areas of improvement and guiding professional development plans.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Established performance metrics for a team of 20 consistently tracking progress towards monthly goals and making adjustments as needed.
- Oversaw daily operations of collections department, ensuring smooth workflow and timely completion of tasks.
- Enhanced communication within a team of 20 by holding regular meetings and encouraging open dialogue among all members.
- Identified operational inefficiencies and implemented corrective measures, leading to overall increase in effectiveness.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets.
- Maintained compliance with company policies, objectives, and communication goals.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
Collections Representative
Municipal Services Bureau
07.2007 - 07.2008
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
- Reduced delinquency rates for assigned accounts through persistent follow-up and effective communication.
- Enhanced client satisfaction with timely resolution of disputes and clarification of billing issues.
- Boosted recovery percentages by establishing payment plans tailored to individual debtor circumstances.
- Managed high volume of inbound and outbound calls, achieving daily targets for contacts and commitments to pay.
- Demonstrated exceptional problem-solving abilities in addressing complex collection scenarios, leading to successful resolutions.
- Contributed to improved cash flow by consistently meeting or exceeding monthly recovery goals set by management.
- Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.
- Handled highly sensitive information responsibly while maintaining strict confidentiality standards.
- Facilitated open lines of communication between debtors, internal departments, and third-party agencies to ensure seamless collection process.
- Negotiated to collect balance in full.
- Achieved performance goals on consistent basis.
- Resolved challenging situations with friendly but firm strategies.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Handled approximately 3,000 outbound and inbound calls daily with goal of collecting owed debt.
- Handled 3,000 outbound and inbound calls daily with goal of collecting owed debt.
Account Resolutions
Protect America Home Security
01.2004 - 07.2007
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Developed customized account plans for clients to help them achieve their business goals.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Streamlined internal processes for better efficiency in account management tasks.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Improved overall team productivity by implementing best practices in organization and time management.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Educated clients on new products or services to increase customer engagement with brand.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Developed and implemented strategies to increase client retention.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
- Resolved account discrepancies by analyzing financial data and collaborating with internal departments.
Education
Bachelor of Arts - Business Administration And Management
University of Texas At Tyler
Tyler, TX08.2025
Associate of Arts - Business
San Antonio College
San Antonio, TX12.2017
Skills
- Priority Management
- Adobe Creative Suite
- Contractual Obligations
- Managing Events Start to Finish
- Client Contact
- Staff Management
- Time Management
- Performance Tracking and Evaluations
- Supervising Employees
- Work Planning and Prioritization
- Training and Development
Timeline
Supervisor
Linebarger Goggan Blair & Sampson
08.2008 - Current
Collections Representative
Municipal Services Bureau
07.2007 - 07.2008
Account Resolutions
Protect America Home Security
01.2004 - 07.2007
Bachelor of Arts - Business Administration And Management
University of Texas At Tyler
Associate of Arts - Business
San Antonio College