Summary
Overview
Work History
Education
Skills
Certification
Skills
Timeline
Generic

Diane Frescas

Winchester,CA

Summary

Dynamic Account Specialist with extensive experience at Westlake Financial Services, excelling in persuasive negotiations and suggestive selling. Proven track record in enhancing customer satisfaction and managing high-risk accounts. Adept at contract review and analysis, driving improvements in financial processes while fostering strong client relationships. Committed to achieving departmental goals through effective leadership and collaboration.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Account Specialist

Automotive Credit Corporation
North Hollywood, California
02.2023 - Current
  • Collaborated with team members to resolve customer issues efficiently.
  • Maintained accurate client records and account information.
  • Communicated policy changes to clients clearly and professionally.
  • Supported account management by preparing necessary documentation.
  • Conducted follow-ups with clients to ensure satisfaction with services provided.
  • Established customer rapport to quickly mitigate problems while complying with established support processes and procedures.
  • Provided exceptional customer service by responding promptly to phone calls and emails from customers.
  • Collaborated with other departments to resolve problems related to customer accounts.
  • Assisted customers in setting up online accounts and provided training on how to use the system.
  • Processed payments for customers, including credit card transactions, checks, wire transfers, and ACH payments.
  • Applied appropriate accounting principles when processing complex transactions involving multiple entities or currencies.
  • Analyzed financial data to identify discrepancies in account balances and ensure accuracy of records.
  • Recommended and implemented solutions based on issue analysis and business implications.
  • Conducted detailed financial analyses to identify trends, forecast performance, and advise on potential improvements.
  • Listened to customer needs to identify and recommend best products and services.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

Account Specialist

Westlake Financial Services
Los Angeles, CA
06.2013 - Current
  • provide the best customer satisfaction and meet all customer expectations through a dialer system.
  • transitioned into the pre delinquent collection department where I gained knowledge of collecting and repossession procedures.
  • Later became a department lead with company for approximately 3 years. Lead and developed agents, supervised, coached , and monitored for compliance and miscellaneous duties such as motivate staff to meet department goals. Conducted and scheduled meetings, worked with management leaders on strategies to meet goals, and for improvement in any area the department may have needed
  • Worked in the Sales team, brought new business to Westlake Financial Services by working directly with independent and franchise car dealerships, assisted With getting their customers financed on purchasing a vehicle.
  • Account Specialist with the company for 2 years, workedwith high risk accounts that need special handling. Plenty of skip tracing work included, leading to assigning repossessions to highly delinquent customer accounts.

Team Member

Cinnabon
Montebello, CA
11.2012 - 01.2014
  • Greet and assist customers
  • Provide excellent service with every customer purchase
  • Keep a clean and neat environment
  • Serve pastries, coffee and prepare smoothies and shakes.

Program Leader

ICES
Montebello, CA
10.2012 - 01.2013
  • Responsible for monitoring after school program to a group of thirty children
  • Including homework assistance, arts and craft projects and promote physical education activities
  • Assure the safety of children, manage and redirect behavior, promote intellectual, and language development.

Inspire
Montebello, CA
07.2011 - 11.2012
  • Consistently met and exceeded department expectations for productivity and accuracy levels
  • Identified and qualified customer needs, developed sale strategies and negotiated profitable projects
  • Answered questions regarding the store and its merchandise
  • Demonstrated use and care of merchandise
  • Described merchandise and explain operation of merchandise to customers
  • Greeted customer's needs
  • Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices
  • Recommended merchandise based on customer needs.

Education

High School Diploma -

Schurr High School
Montebello, CA
06.2011

Some College (No Degree) - Business Administration

East Los Angeles College
Monterey Park, CA

Skills

  • Suggestive Selling
  • Closing Procedures
  • Product Recommendations
  • Insurance Industry Knowledge
  • Contract Review and Analysis
  • Persuasive Negotiations

Certification

  • Licensed Insurance Producer for Accident, Health, and Life

Skills

  • Email Marketing
  • Client Prospecting

Timeline

Account Specialist

Automotive Credit Corporation
02.2023 - Current

Account Specialist

Westlake Financial Services
06.2013 - Current

Team Member

Cinnabon
11.2012 - 01.2014

Program Leader

ICES
10.2012 - 01.2013

Inspire
07.2011 - 11.2012

High School Diploma -

Schurr High School

Some College (No Degree) - Business Administration

East Los Angeles College

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