Emily Marie Paredes
Gaston
Summary
Results-driven Account Resolution Specialist with proven expertise in credit and collections strategies. Demonstrated success in managing customer experiences and consistently exceeding performance goals. Enhanced transaction processing efficiency through advanced Microsoft Office skills. Cultivated strong client relationships, achieving top resolution rates while negotiating effective payment plans.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Account Resolution Specialist
Wells Fargo
10.2021 - 05.2023
- Negotiated payment arrangements to resolve defaults and secure full balance recovery.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Managed daily outbound and inbound calls focused on debt collection from clients.
- Facilitated discussions with delinquent clients to explore solutions, including foreclosure options.
- Monitored aging accounts and initiated contact with customers to address outstanding payments.
- Completed in-depth research to investigate claims and resolve problems.
- Assessed individual situations and developed effective resolutions.
- Used skip tracing and other techniques to locate debtors.
- Trained new team members on scripts, company services, and collection strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Insurance Sales Representative
National General Insurance Company
07.2020 - 08.2021
- Identified and solicited sales prospects from agency databases to expand customer base.
- Reviewed customer needs and financial means to determine appropriate policy offerings.
- Generated sales through tailored policy recommendations and strategic upselling.
- Upsold additional products and services after identifying customer needs and requirements.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Approached potential clients by using direct marketing techniques, including mailings and phone contacts.
- Accommodated diverse insurance requests and explored value opportunities to enhance agency reputation.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Maintained detailed records of customer information and policy sales.
Tasting Room Associate
Plum Hill Vineyards
02.2020 - 07.2020
- Greeted tasting room visitors and answered questions with upbeat attitude and professionalism.
- Provided tailored wine recommendations to enhance guest experience and satisfaction.
- Poured wines according to quality and service standards.
- Managed tasting room inventory and seasonal displays, ensuring optimal product availability for guests.
- Maintained cleanliness of cases and shelves to ensure appealing presentation.
- Processed credit cards, checks, gift cards and coupons.
- Followed all safety requirements for alcohol service and maintained network of available ride services for inebriated customers.
- Managed bar inventory, restocked supplies, and coordinated orders for spirits, beer, wines, and mixers to maintain service efficiency.
Internal Recovery Services
Optum
08.2017 - 09.2019
- Gathered customer feedback from providers and implemented process changes to consistently exceed customer satisfaction goals.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Defused volatile customer situations calmly and courteously.
- Responded to customer inquiries with accurate information, enhancing customer understanding and satisfaction.
- Cultivated relationships with call center departments through clear communication, improving interdepartmental collaboration.
- Updated customer records daily to ensure accuracy and compliance.
- Take daily inbound calls as well as outbound calls and key-entered orders, faxes, emailed documents.
- Develop spreadsheets to create easier ways for providers to review their claims.
Call Representative
Johnson & Rountree Premium
11.2016 - 09.2019
- Answered an average of calls daily, addressing inquiries, solving problems, and sharing product information to enhance customer satisfaction.
- Delivered exceptional customer experiences, fostering loyalty and repeat business.
- Cultivated reputation for delivering efficient service with high accuracy, contributing to positive customer experiences.
- Politely assisted customers in person and via telephone.
- Redirected customer calls to relevant departments for efficient assistance.
- Scored in top 10% of employees in successful resolution of issues.
Head Cashier/Supervisor
CVS Pharmacy
09.2011 - 12.2016
- Monitored cash drawers across multiple checkout stations, ensuring sufficient cash supply for smooth transaction flow.
- Performed store opening, closing and shift change actions, including completing accurate shift change logs, to keep operations efficient and current.
- Maintained store organization and operations while multitasking office work and preparing weekly ad for store sales.
- Greeted customers entering store to ascertain what each customer wanted or needed.
- Politely assisted customers in person and via telephone answered product questions with up-to-date knowledge of sales and store promotions.
- Built long-term customer relationships and advised customers on purchases and promotions.
- Conducted weekly walkthrough with manager to review and improve interior visual displays, including store window presentation.
- Prepared back of house for daily operations
Education
GED -
Grossmont Center Drive
La Mesa, CA2007
Skills
- Credit and collections strategies
- Accounts payable and receivable
- Billing and coding expertise
- Transaction processing
- Microsoft Office proficiency
- Performance goal achievement
- Customer experience management
Certification
Completed two 20 hour and one 40 hour course to receive certificates for life and health insurance.
Received Cosmetology certificate.
Received Culinary Arts certificate.
Affiliations
Medical Terminology at PCC.
Timeline
Account Resolution Specialist
Wells Fargo
10.2021 - 05.2023
Insurance Sales Representative
National General Insurance Company
07.2020 - 08.2021
Tasting Room Associate
Plum Hill Vineyards
02.2020 - 07.2020
Internal Recovery Services
Optum
08.2017 - 09.2019
Call Representative
Johnson & Rountree Premium
11.2016 - 09.2019
Head Cashier/Supervisor
CVS Pharmacy
09.2011 - 12.2016
GED -
Grossmont Center Drive