Cynthia Perez

evaluate accounts for delinquency and resolution

coordinate repossessions and oversee liquidation process

Prepared collateral for internal retail sale by obtaining necessary permits and approvals. Approved or denied repair requests to maintain operational efficiency. Coordinated detailing of collateral to ensure presentation quality.

Discuss delinquency status with members and resolve delinquency to allow redemption

Manage relationships with external vendors-Repo agents, tow companies, GAP providers

process payments for members and external parties

Monthly and weekly reporting

Skip tracing

Deceased member follow ups-locate and discuss account status and next steps with deceased members next of kin

manage Monday ticket board

Collect and distribute paper mail and email

Post general ledger proceeds

Cancel back end products after repossession, and follow up with dealerships weekly

• Monitor and grade calls for a team of 100+ agents
• Provide feedback to manager for coaching opportunities
• Analyzed data from monitoring tools to generate reports that informed strategic decision-making for operations.
• Boosted customer satisfaction by providing feedback to agents on their strengths and areas for improvement.
• Conducted regular audits of call recordings to maintain accuracy and consistency in evaluations.

• Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
• Collected payments over telephone, established repayment plans and prepared wire transfers.
• Completed skip tracing to locate individuals responsible for past due balances.
• Managed approximately 50 inbound and outbound calls per shift focused on obtaining required funds.

• Explained new products and services to customers.
• Analyzed customer feedback and developed new techniques to ensure customer retention.
• Received information regarding identified problems and devised responses to satisfy concerns.
• Implemented creative solutions to deal with special circumstances.
• Adhered to scripted responses and standardized plans to address problems.
• Responded to 50+ customer queries daily.
• Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
• Processed and sent invoices, adjustments and credit memos to customers.
• Investigated and resolved issues to maintain billing accuracy.

• Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
• Processed daily paperwork, balanced register drawers, produced staffing schedules and prepared deposits.
• Managed inventory tracking and physical inventory counts to minimize loss.
• Strengthened work flow productivity by hiring, managing and developing top talent.
• Assessed, optimized and elevated operations to target current and expected demands.
• Managed scheduling and resource allocation to optimize productivity across departments.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.