Cristina Gutierrez De Pineres

My journey at Dignity Collect has profoundly shaped my life in ways I never expected. This company's dual services in billing and collection agency play a crucial role in managing patients' medical bills. Beginning as a Medical Debt Collector and Collections Agent, I was entrusted with the pivotal responsibility of overseeing these financial matters. Dignity Collect operates as a tightly-knit organization, owned solely by Thomas Jensen, who not only served as my boss but also inspired me immensely. Under his guidance, I refined my collection skills, eventually emerging as the top performer by blending charisma with a positive attitude.

Initially, I managed the responsibilities solo. However, as our client base expanded, we recognized the need for additional agents. This led to the onboarding of 10 new collectors, marking the initiation of our growth journey. Over time, I progressed through the ranks within the company, transitioning from a collector to a supervisor, and finally to a manager at Dignity Collect. In my current role, I oversee collections, ensure daily targets are met, navigate the complexities of medical billing, and deliver exceptional customer service.

My tenure at Dignity Collect has been truly transformative. It's more than just a workplace to me; it's a family.

• Directed and supervised team of 10 employees in daily operations.
• Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
• Resolved customer complaints in a timely manner while ensuring customer satisfaction.
• Identified delinquent accounts and contacted debtors to negotiate payment terms.
• Researched complex billing issues and provided solutions to resolve disputes.
• Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
• Developed procedures to ensure timely collection of payments from customers.
• Provided guidance, training, coaching and mentoring to call center team members.
• Reviewed daily reports on call volume, collections, abandoned calls and other statistics.
• Ensured that agents complied with applicable laws regarding privacy protection.
• Created incentives for employees who achieved high performance standards.
• Participated in hiring interviews and selection process for new team members.
• Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
• Responsible for conducting interviews, selecting candidates for debt collection roles, and overseeing the hiring and training processes within the collection agency system. Additionally, tasked with managing follow-ups throughout the hiring and training procedures.
• In charge of managing the dismissal process for employees when their contracts need to be terminated.
• Trained and supervised new employees to promote overall team productivity and consistent service.
• Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
• Answered, screened and processed high volume of calls daily with call management system and web-based communications.
• Directed and supervised staff performance.
• Used video conferencing solutions to communicate and train personnel in remote offices.

• Working at Inktel Contact Center Solutions was an incredible journey. As a customer service representative, my main goal was to ensure customer satisfaction. My responsibilities ranged from handling claims and conducting sales over the phone to tracking delivery statuses for orders and processing payments. Working with renowned brands like Weber Grills, Pandora Jewelry, Pottery Barn, Williams Sonoma, and West Elm added depth to my experience. It was a dynamic and enriching opportunity that allowed me to develop valuable skills and contribute to the success of diverse businesses.

Becoming one of the top representatives at the company was a significant achievement for me. Although the position was seasonal, I gained invaluable experience during my time at Inktel Contact Center Solutions. While I eventually opted for a more stable position, I have immense respect for Inktel and the valuable lessons it imparted. It truly is an exceptional company.

• Answered customer inquiries and provided accurate information regarding products and services.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Gathered customer feedback through surveys and used the data to improve customer service.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Developed strong relationships with customers by providing personalized assistance and support.
• Tracked orders from start to finish to ensure timely delivery of goods or services.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Embarking on my journey at National Corporate Credit marked a pivotal shift in my career path. Transitioning from the realm of hotel management to a role as a Funding sales representative for working capital represented a significant departure from my previous endeavors. The allure of a more balanced lifestyle beckoned me away from the relentless demands of hotel operations, where personal time was a rare In 2017, despite the company's headquarters being located in Chicago, I joined the team remotely from Cartagena, Colombia. Despite the physical distance, our close-knit team of 30 employees cultivated a vibrant and engaging work environment. Serving as a Funding Sales Agent, specializing in providing working capital to small businesses, I swiftly ascended to the pinnacle of performance, excelling in the art of lead generation and seamlessly transferring prospects to specialists to facilitate deals. My consistency was evident as I generated 10 leads per day, culminating in an impressive tally of 50 leads weekly and 200 leads monthly. It was a testament to my dedication and skill that I emerged as the preeminent funding specialist, entrusted with the responsibility of finalizing deals and ensuring their successful closure.

In 2020, I made the move to Chicago and seamlessly transitioned into my role at the company's headquarters. Visiting the physical location was an enriching experience, solidifying my connection to the team and the company as a whole. However, with my terms now shifting to commission-only, I found myself contemplating new opportunities.

While my time at National Corporate Credit will always hold a special place in my heart, I recognized the need to explore new horizons. Throughout my tenure, I forged meaningful connections and gained invaluable friendships, which I will cherish long after moving on. It's been a memorable journey, but now, I'm eager to embark on the next chapter of my career.

• Reviewed and analyzed loan requests to ensure accuracy of data and compliance with company policies.
• Provided guidance to customers on the availability and terms of various funding sources.
• Assisted in the development of new products or services related to funding solutions.
• Negotiated terms and conditions of loan agreements with lenders.
• Provided support during audits by collecting necessary documents from team members or external parties.
• Checked applicant credit, personal references and employment histories.
• Provided coaching and guidance to call center team members on customer service skills.
• Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.

Situated in Cartagena, Colombia, this quaint boutique hotel boasts 54 charming rooms. My journey with this establishment began humbly as a receptionist, later transitioning into the role of revenue night auditor, and ultimately ascending to the esteemed position of hotel manager. This progression has been a deeply cherished experience that I hold close to my heart. Throughout my tenure, I've made it my mission to consistently surpass guest expectations, offering nothing short of excellence. In my capacity as hotel manager, I oversaw the reception team, housekeeping, and maintenance departments, diligently providing daily reports to the hotel owner. It's been a rewarding chapter filled with growth and fulfillment.

• Developed and implemented hotel policies and procedures.
• Provided training to staff in customer service, safety, and other topics related to hospitality industry.
• Assigned duties and monitored performance of all employees in the hotel.
• Monitored inventory levels of supplies such as linen, amenities to ensure adequate availability of items at all times.
• Greeted visitors and customers warmly, offering refreshments as appropriate.
• Answered incoming calls in a professional and polite manner, responding to customer queries or directing them to the relevant department.
• Organized daily office operations such as filing paperwork, ordering supplies, and setting up meeting spaces.
• Performed data entry tasks into various computer systems accurately and promptly.
• check in /check out
• Revenue Night Audit