Emely Espinosa
Orlando
Summary
Dedicated collections professional with robust background in managing delinquent credit card accounts. Recognized for achieving high recovery rates and maintaining compliance with regulations. Known for collaborating effectively with team members and adapting to changing priorities, showcasing strong problem-solving and negotiation skills.
Professional with strong background in debt recovery and customer service. Proven ability to negotiate effectively and resolve delinquent accounts while maintaining positive client relationships. Known for adaptability and strong teamwork skills, ensuring seamless collaboration in dynamic environments. Highly skilled in communication, conflict resolution, and time management.
Experienced with managing delinquent credit card accounts and resolving payment issues. Utilizes strong negotiation and communication skills to recover outstanding debts and maintain client relationships. Track record of adhering to compliance standards and achieving high recovery rates.
Hardworking Collections Specialist adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail.
Overview
6
6
years of professional experience
Work History
Credit Card Collection Agent
Chase Card Services
08.2023 - Current
- Reduced delinquency rates by proactively identifying high-risk accounts and addressing potential issues before escalation.
- Maintained up-to-date knowledge of relevant federal/state regulations to ensure compliance across all collection activities.
- Promoted positive relationships with clients through professional, respectful, and courteous interactions during collection efforts.
- Collaborated closely with credit analysts to review account status, sharing insights on payment trends and risk factors.
- Supported team members by sharing knowledge of best practices, contributing to an inclusive learning environment for ongoing growth and development.
- Demonstrated strong problem-solving abilities when faced with complex or unique challenges during the collection process.
- Collected on delinquent accounts to reduce overdue balances.
- Contributed to business growth by providing valuable insights into customer payment behavior and trends, informing strategic credit decisions.
- Maximized revenue recovery opportunities by skillfully negotiating payment arrangements that met both company and customer needs.
Outbound Sales Call Center Agent
Spectrum
06.2022 - 08.2023
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Made [Number] cold calls per day resulting in client base growth by [Number]%.
- Utilized time management skills to maximize productivity, consistently achieving high call volume goals without sacrificing quality of service.
- Utilized innovative sales techniques to upsell products and services.
- Recorded customer feedback and sales data to improve sales and customer experience.
Appointment Sales Setter
Toyota Motor
05.2019 - 06.2020
- Collaborated with team members to optimize production schedules and meet deadlines.
- Participated in continuous improvement projects leading to enhanced performance metrics.
- Answered phone calls and answered questions from potential customers.
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Handled complaints and questions, and re-directed calls to other team members.
Education
High School Diploma -
Osceola High School
Kissimmee06-2020
Skills
- Payment arrangement
- Credit analysis
- Debt negotiation
- Financial counseling
- Call center experience
- Negotiation
- Collections best practices
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Debt settlement
- Professionalism
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of monitoring calls in the development of a project from chase bank
Languages
Spanish
Native or Bilingual
Timeline
Credit Card Collection Agent
Chase Card Services
08.2023 - Current
Outbound Sales Call Center Agent
Spectrum
06.2022 - 08.2023
Appointment Sales Setter
Toyota Motor
05.2019 - 06.2020
High School Diploma -
Osceola High School
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