Damaris Vasquez
Sunrise,FL
Summary
Results-driven collections professional prepared to excel in debt recovery. Skilled in negotiation, account management, and resolving delinquent accounts. Strong focus on team collaboration and adaptability, ensuring seamless operations and achieving targets. Reliable and resilient with strong commitment to customer service and compliance standards. A veteran collections agent with more than 12 years of expertise in leading billing and collections functions within the industry.
Overview
16
16
years of professional experience
Work History
Collections Agent
HRRG
Sunrise, FL
02.2014 - Current
- Managed high-volume collections calls to negotiate payment arrangements with clients.
- Mentored junior agents, providing guidance on complex cases and conflict resolution skills.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Obtain Insurance details on current accounts that would support on completing any pending claims.
- Being able to manage and maintain close to 200 calls a day.
Call Center Representative
Municipal Credit Union
Manhattan, NY
06.2010 - 09.2013
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Managed high call volumes while maintaining quality service standards.
- Collaborated with team leads to develop solutions for recurring issues, fostering teamwork.
- Assisted in developing training materials to enhance staff performance and knowledge retention.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Managing call volume daily between 150-200 daily.
Education
Bachelor of Science - S
Queens College
Flushing, NY06-2008
Skills
- Payment arrangement
- Skip tracing
- Collections processing
- Repayment plan structuring
- Billing and collections best practices
- Outbound calling
- Goals and performance
- Decision-making
- New hire training
- Call center experience
- Attention to detail
- Account management
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Consistently earned high-quality scores during post interaction customer surveys.
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Collections Agent
HRRG
02.2014 - Current
Call Center Representative
Municipal Credit Union
06.2010 - 09.2013
Bachelor of Science - S
Queens College