Cynthia M Martel
El Paso,Texas
Summary
Dynamic and detail-oriented accounting professional with extensive expertise in billing and collections systems, adept at navigating fast-paced environments. Proven track record of optimizing accounts receivable functions through enhanced procedures and controls, resulting in increased efficiency and effectiveness. Strong analytical skills facilitate the identification of root causes of issues, enabling the implementation of strategic improvements. Committed to embracing challenges and pursuing continuous learning opportunities to foster business success and personal growth.
Overview
1
1
Certification
25
25
years of professional experience
Work History
Collections Representative II
FirstLight Federal Credit Union
El Paso, Texas
12.2021 - Current
- Serves as a liaison between the member and the Credit Union for delinquent mortgages, auto loans, persoal loans and credit cards
- Works independently with limited supervision in a high volume in-bound/out-bound call center.
- Responds to and resolves member inquiries, problems, and/or complaints while maintaining member relations.
- Creates a memorable member experience through professional interactions and commitment to the Credit Unions Service Promises.
- Coordinates activities with collections personnel/management as needed.
- Ensures that actions are properly documented and records and files appropriately maintained.
- Efficient in the collection process, repossession p.rocess, re-age process, charge off process and modification process.counsel in collections proceedings.
- Efficient in the collection process, repossession process, re-age process, charge off process and modification process.
- Ensures the Credit Unions professional image is well maintained.
- Ability to consistently follow changing processes and procedures
- Proficient in Word, Excel, Temenos and Power Point.
Accounts Solutions Associate
Charles Schwab
El Paso, Texas
01.2021 - 12.2021
- Review and process new Schwab brokerage account applications.
- Listen to client cues and review accounts to engage in dialogue to identify additional needs and present effective help and guidance solutions
- Utilize a passion for client service, positive energy, and problem-solving skills to assist clients in opening their accounts as well as performing detailed research and follow up via outbound calls.
- Receive inbound calls from client. Establish clear points of contact for one-stop resolution and for ongoing support and escalations.
- Demonstrates flexibility and work collaboratively with other team members and departments to deliver high quality service and meet client expectations.
- Manage multiple tasks effectively by balancing high productivity with excellent service quality.
- Effectively manage team meetings/ice breakers when directed by management
- Ability to consistently follow changing processes and procedures
- Proficient in Word, Excel, and Power Point.
Associate Accounts Receivable Representative
ADP
El Paso, Texas
02.2015 - 02.2020
- Provide outstanding Customer Service for 401k client inquiries. (Outbound/inbound calls, as well as email requests)
- Securely collect on invoices owed to ADP.
- Receive and promptly resolves client inquiries by adequate research and investigation to provide timely and accurate resolutions.
- Ability to consistently follow changing processes and procedures
- Full use and understanding of ADP products/features for collection of non-401k invoices.
- Assist in receiving/interpreting documentation, as well as aiding in the termination of ADP products.
- Provide payment information/refunds, credit memo information, on-account funds; create accurate payment history for clients.
- Provide appropriate contact information for resolution outside the 401k aspect.
- Process multiple reports/files on weekly/monthly time frame for leadership, team, and other business units.
- Facilitate new hire trainings.
- Handles multiple products within 401k, small, mid, large market plans.
- Worked closely with management to effectively create phone rotation schedules and break schedules for staff.
- Acted as team lead for team while working closely with management to create and conduct training to ensure staff was up to date with policies and procedures. Sent out daily breaks as well as month end.
- Effectively assisted peers with escalated calls and emails in attempt to de-escalate the situation and come to a term that is both a fit for the company and the client.
- Proficient in Word, Excel, and Power Point.
Solution Center Representative
ADP
El Paso, Texas
05.2013 - 05.2014
- Provide Outstanding Customer Service for inquiries for inbound callers.
- Securely handle sensitive personal information in reference to caller and client accounts.
- Receive and promptly resolves caller inquiries by adequate research and investigation to provide timely and accurate resolutions.
- Ability to consistently follow changing processes and procedures
- - Advise callers of policies and procedures for ADP and specific to their state and/or their employer.
- Full use and understanding of products/features for Solution Center- Navigate through different programs to provide accurate information pertaining to garnishments.
- Assist in receiving/interpreting documentation.
- Provide payment information/refunds; create accurate payment history for callers.
- Provide appropriate contact information and copies of orders by mail or fax.
Solution Center Representative
Aerotek, for ADP
El Paso, Texas
10.2012 - 05.2013
- Provide Outstanding Customer Service for inquiries for inbound callers.
- Securely handle sensitive personal information in reference to caller and client accounts.
- Receive and promptly resolves caller inquiries by adequate research and investigation to provide timely and accurate resolutions.
- Ability to consistently follow changing processes and procedures
- - Advise callers of policies and procedures for ADP and specific to their state and/or their employer.
- Full use and understanding of products/features for Solution Center- Navigate through different programs to provide accurate information pertaining to garnishments.
- Assist in receiving/interpreting documentation.
- Provide payment information/refunds; create accurate payment history for callers.
- Provide appropriate contact information and copies of orders by mail or fax.
Business Analyst I
Hewlett-Packard
El Paso, Texas
07.2011 - 06.2012
- Corporate Training Classes- HP Policies and guidelines
- Internal projects
- Transferred promotion templates to the new, improved uniformed template.
- Created templates for job descriptions
- Gathered official job titles and job codes using the job architecture through HP.
- Ensured new templates of generic job descriptions summarizing job responsibilities and requirements for jobs were consistent, updated, and completed. Used Microsoft Office, Microsoft project, and Adobe.
- Adhered to deadlines and changes
- New Hire Training: Assisted with new hire class and process
- Assigned duties throughout the new employee training course to assist Training Manager and new employees.
- Assigned and documented temporary badges to new employees. Documentation was reviewed by the appropriate contact.
- Introduced new employees to HP and facility giving tours and informing them of important locations within the facility (restrooms, break room, fax printers...)
- Processed, verified, and completed new employees I9’s according to federal and HP guidelines.
- Took attendance for classes offered by the University of Healthcare by virtual room and documented through excel spreadsheet.
- Added/dropped participants accordingly.
- Completed attendance in a timely manner and sent out documentation to the appropriate contact
Chiropractic Assistant
Sime Chiropractic
El Paso, Texas
01.2007 - 01.2008
- Overlooked therapy room
- Assisted patients with therapy treatments
- Cleaned therapy equipment and therapy room surroundings
- Assisted receptionist with office duties such as answering phones, file/organize patient records, schedule patients, and check patients in
Customer Service Representative
Choice Point Precision Marketing
El Paso, Texas
01.2004 - 01.2005
- Vital Check- Assisted customers is ordering birth, marriage and death certificates
- Experian project- Assisted business owners in updating their business information through the credit agency
- Insurance Project- Assisted various insurance agencies in quoting customers for life, auto, and home insurance.
Cashier/Recovery
Big Lots Inc
El Paso, Texas
01.2001 - 01.2004
- Assisted customers as they checked out
- Answered company phone
- Cleaned, stocked, recovered store
- Made price labels and markdowns
Education
Park University
El Paso, Texas01-2018
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El Paso Community College
El Paso, Texas01-2005
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El Paso Community College
El Paso, Texas01-2010
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Career Centers of Texas
01-2007
Diploma - undefined
Andress High School
El Paso, Texas01-2003
Skills
- Team player
- Goal oriented
- Recording/analyzing data
- Financial counseling
- Communicator
- Adaptability
Certification
- FiCep, Certified Financial Counselor, America's Credit Unions 2026
Timeline
Collections Representative II
FirstLight Federal Credit Union
12.2021 - Current
Accounts Solutions Associate
Charles Schwab
01.2021 - 12.2021
Associate Accounts Receivable Representative
ADP
02.2015 - 02.2020
Solution Center Representative
ADP
05.2013 - 05.2014
Solution Center Representative
Aerotek, for ADP
10.2012 - 05.2013
Business Analyst I
Hewlett-Packard
07.2011 - 06.2012
Chiropractic Assistant
Sime Chiropractic
01.2007 - 01.2008
Customer Service Representative
Choice Point Precision Marketing
01.2004 - 01.2005
Cashier/Recovery
Big Lots Inc
01.2001 - 01.2004
Diploma - undefined
Andress High School
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Career Centers of Texas
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El Paso Community College
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El Paso Community College
Park University