Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Billie Garcia

Los Angeles,CA

Summary

Adept at managing high-stress situations and ensuring timely assistance. Leveraged technical aptitude and exceptional customer service skills at Charter Communications to enhance department success. Experience includes streamlining dispatch procedures, improving customer satisfaction, training team members, contributing significantly to operational efficiency, and achieving performance metrics.

Driven Dispatcher with excellent leadership and problem-solving abilities. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects.

Overview

14
14
years of professional experience

Work History

Regional Support Center Dispatcher

Charter Communications
01.2020 - Current
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Directed dispatching, routing, and tracking of 100+ technicians.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Provided exceptional customer service to callers, remaining empathetic and patient.
  • Trained and guided new team members to apply best practices and comply with protocols and regulations.
  • Consistently met performance metrics for call handling, contributing to the department's overall success.
  • Monitored vehicle locations to coordinate timely arrivals.
  • Answered phone calls and responded to customer emails.
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns.

Bankruptcy Specialist II

Bank Of America
01.2012 - 01.2019
    • Collaborated with attorneys and other legal personnel on bankruptcy documentation reviews, making necessary corrections.
    • Negotiated favorable settlement terms, advocating for clients'' best interests throughout the debt restructuring process.
    • Promoted a client-centric culture within the team, emphasizing empathy, open communication channels, and personalized case management approaches.
    • Evaluated client assets and income sources, developing customized repayment plans tailored to individual financial needs.
    • Appropriately followed up with attorneys and bankruptcy trustees to avoid bankruptcy delinquencies.
    • Filed documents with bankruptcy courts within expected timeframes to prevent delays.
    • Provided ongoing support to clients post-bankruptcy filing, offering guidance on rebuilding credit scores and maintaining healthy financial habits.
    • Enhanced client satisfaction with timely and accurate processing of bankruptcy cases.
    • Contacted clients to schedule appointments and discuss progress of cases.
    • Revised and finalized letters, briefs, and memos.
    • Expert in chapter 7 and 13 closing and validating scorecards.
    • Proficient with state requirements and closing orders.

Senior Manager, Customer Relations

Bank Of America
01.2011 - 01.2012
    • Provided strong leadership to enhance team productivity and morale.
    • Balanced multiple competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
    • Increased customer satisfaction with timely project deliveries and seamless communication.
    • Experience with loan documents, collection, and validation.

HSS II

Bank Of America
01.2011 - 01.2011
    • Worked effectively in fast-paced environments.
    • Excellent communication skills, both verbal and written.
    • Used critical thinking to break down problems, evaluate solutions and make decisions.
    • Organized and detail-oriented with a strong work ethic.
    • Developed and maintained courteous and effective working relationships.
    • Managed 20+ loans
    • Flexible working extending hours due to heavy workload seasons.
    • Knowledgeable with basic loan pre-qualifications.

Home Retention/Collector

Bank Of America
01.2010 - 01.2011
  • Contacted customers to discuss payment schedules and set up or immediately process payments.
  • Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
  • Maintained accurate records of all collection activities, ensuring compliance with industry standards and regulations.
  • Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
  • Consistently met or exceeded individual performance metrics while contributing to team goals as a reliable team player.
  • Enhanced company reputation by professionally handling sensitive financial matters.
  • Negotiated settlements in a timely manner, reducing the number of long-term delinquent accounts.
  • Utilized various software programs to efficiently manage account information and track progress towards collection goals.
  • Assisted customers in understanding their financial obligations, providing education on credit management and offering solutions to prevent future delinquencies.

Education

High School Diploma -

Culver City Adult School
Culver City, CA
01.2009

Skills

  • Data Entry
  • Dispatch software
  • Stress Tolerance
  • Dispatching procedures
  • Route Navigation
  • Route Planning
  • Dispatching field personnel
  • Closing tickets
  • Technical aptitude
  • Customer Service

Languages

Spanish
Native or Bilingual

Timeline

Regional Support Center Dispatcher

Charter Communications
01.2020 - Current

Bankruptcy Specialist II

Bank Of America
01.2012 - 01.2019

Senior Manager, Customer Relations

Bank Of America
01.2011 - 01.2012

HSS II

Bank Of America
01.2011 - 01.2011

Home Retention/Collector

Bank Of America
01.2010 - 01.2011

High School Diploma -

Culver City Adult School

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Billie Garcia