Elike Garza Trevino
Monterrey
Summary
Call Center Manager with extensive experience in leading customer service and collections teams. Focused on enhancing performance through effective KPI management, process improvements, and proactive coaching. Committed to driving service level gains and elevating customer satisfaction across operational functions.
Overview
18
18
years of professional experience
Work History
Call Center Manager
Famsa Inc.
01.2025 - Current
- Lead daily operations across Collections, Customer Service, and Legal departments
- Monitor and manage KPIs including AHT, FCR, CSAT, NPS, and Service Level
- Oversee service orders and validate product warranties for in-store purchases
- Manage customer survey follow-up and service quality improvement efforts
- Review delinquent accounts for legal escalation, court appointments, and settlements
- Negotiate payment arrangements and provide customer support solutions
- Implement process improvements to strengthen service delivery and coordination
Jr. Manager / Floor Supervisor, Collections Department
Famsa Inc.
01.2017 - 01.2025
- Managed collections floor operations through reporting, scheduling, reconciliation, and strategy execution
- Prepared daily, weekly, and monthly reports to support performance tracking
- Built staff schedules based on payment cycles, call volume, and business needs
- Developed collections strategies to reduce account roll-forward
- Reconciled online and call center payments using Authorize and Storis
- Submitted reconciliation reports to the Treasury Department
- Partnered with agents on campaigns to improve collections effectiveness
- Led weekly meetings with supervisors to review performance and action plans
Collections Supervisor
Famsa Inc.
01.2015 - 01.2017
- Supervised two districts and led a team of 15 agents
- Prepared daily agent and district collections reports
- Monitored adherence including breaks, lunches, and call activity
- Reviewed agent account activity for quality, productivity, and accuracy
- Conducted live and recorded call monitoring
- Coached agents on performance gaps and development opportunities
- Supported team training and skills development
Collections Agent
Famsa Inc.
01.2009 - 01.2015
- Managed delinquent account portfolios and resolved customer balances
- Contacted customers and verified the appropriate account holder
- Explained account status and collection purpose professionally
- Offered payment solutions to bring accounts current
- Processed card payments, partial payments, promises to pay, and refinancing
- Maintained accurate account follow-up and resolution records
Education
Bachelor’s Degree - Business Management
Universidad Monterrey
Monterrey12-2026
Skills
- Call Center Operations
- Customer Service Management
- Collections Management
- Team Leadership
- Performance Coaching
- KPI Monitoring
- AHT
- FCR
- CSAT
- NPS
- Service Level
- Workforce Scheduling
- Quality Assurance
- Process Improvement
- Payment Negotiation
- Escalation Management
- Reporting & Analysis
- Cross-Functional Coordination
Accomplishments
- Improved Service Level from 80% to 92% through an audit process focused on responsiveness, feedback, and accountability
- Led a cross-training initiative that enabled Customer Service to support Collections during a challenging economic period
- Increased service efficiency by addressing missed call behaviors and reinforcing accountability through active monitoring
Systems
- VOX
- CMS
- ELASTIX
- STORIS
- AVAYA
- AUTHORIZE
Languages
English
Professional
Timeline
Call Center Manager
Famsa Inc.
01.2025 - Current
Jr. Manager / Floor Supervisor, Collections Department
Famsa Inc.
01.2017 - 01.2025
Collections Supervisor
Famsa Inc.
01.2015 - 01.2017
Collections Agent
Famsa Inc.
01.2009 - 01.2015
Bachelor’s Degree - Business Management
Universidad Monterrey