Brett Del Real
Phoenix,Arizona
Summary
- Results-driven professional with extensive experience in customer service, financial services, and operational efficiency, currently pursuing a Bachelor of Science in Technological Leadership.
- Skilled in problem-solving, data analysis, and process optimization within a tech-forward environment. Seeking a STEM-focused role to leverage academic knowledge in technology and experience in corporate finance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Specialist (Finances)
Arizona State University
08.2023 - Current
- Assisted over 50+ students daily with billing and tuition inquiries, utilizing financial management software (PeopleSoft) to optimize service delivery and reduce average resolution time by 25%
- Collaborated with finance teams to streamline processes, implementing new procedures that increased customer satisfaction scores by 15%
- Analyzed financial data to identify trends and provided insights to improve operational efficiency.
Customer Service Agent
Toyota Financial Services
01.2018 - 08.2023
- Managed a portfolio of over 200 delinquent accounts monthly in inbound and outbound collections, improving recovery rates by 20% through data-driven strategies and effective negotiation
- Exceeded performance targets by 15% annually, earning annual performance bonuses for superior customer handling
- Utilized Salesforce CRM and data analysis tools to track customer interactions and optimize collection processes.
Inbound Customer Solutions
Fiserv
08.2016 - 01.2018
- Processed an average of 100+ payment inquiries daily via web and IVR systems, ensuring seamless transactions with a 98% first-call resolution rate
- Consistently exceeded punctuality and handle time goals by 10%, resulting in monthly bonuses
- Troubleshot and resolved failed payment attempts using Fiserv's payment processing systems, enhancing customer satisfaction.
Education
Bachelor of Science in Technological Leadership -
Arizona State University
Tempe, AZAssociate of Arts -
Phoenix College
Phoenix, AZSkills
- Java
- Microsoft Excel
- PeopleSoft
- Salesforce
- Fiserv platforms
- Data Analysis & Reporting
- Process Optimization
- Customer Service Excellence
- Problem-Solving
- Communication & Team Collaboration
- Time Management
- Project Management
Accomplishments
- Annual Individual Performance Bonus | Toyota Financial Services
- Monthly Bonuses for Exceeding Goals | Fiserv
Certification
• De-Escalating Conversations for Customer Service
• Completed: November 15, 2023
• Skills Covered: Customer Escalation, De-escalation Management, Customer Service
• Teamwork Essentials: Stand Out as a Valuable Team Member
• Completed: October 24, 2023
• Skills Covered: Teamwork, Personal Branding, Professional Communication
Languages
Spanish
Limited
Timeline
Customer Service Specialist (Finances)
Arizona State University
08.2023 - Current
Customer Service Agent
Toyota Financial Services
01.2018 - 08.2023
Inbound Customer Solutions
Fiserv
08.2016 - 01.2018
Bachelor of Science in Technological Leadership -
Arizona State University
Associate of Arts -
Phoenix College
Similar Profiles
MICHAELA R. O’LEARYMICHAELA R. O’LEARY
Political Consultant at Arizona State University, Delta Zeta Sorority, Arizona Grassroots AdvocatesPolitical Consultant at Arizona State University, Delta Zeta Sorority, Arizona Grassroots Advocates
Cody MarshallCody Marshall
Adaptive Head Trainer at Arizona State UniversityAdaptive Head Trainer at Arizona State University
JENNIFER OCHOAJENNIFER OCHOA
Data Analyst at Arizona State UniversityData Analyst at Arizona State University
Anna TennantAnna Tennant
Vice President of Campus Affairs at Arizona State University National Panhellenic CouncilVice President of Campus Affairs at Arizona State University National Panhellenic Council
Elias MercadoElias Mercado
Lifeguard/SSI at City of Phoenix Aquatics DivisionLifeguard/SSI at City of Phoenix Aquatics Division