Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
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Emma Ortega

Peachtree Corners,GA

Summary

Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Consular Agent

Consulado General de Honduras
Norcross, GA
09.2022 - 12.2023
  • Passport Control.
  • Verified application data and account information against legal documentation to determine accuracy and integrity.
  • Evaluated applications and assessment results to determine eligibility and acceptance.
  • Received and submitted payments for fees and fines, accurately tracking amounts, issuing receipts and updating computer systems.
  • Assembled photographs with printed passport information to produce completed documents.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Wrote and translated error-free professional correspondence on behalf of the Honduras Consulate.
  • Attended meetings and events in behave of the Honduras Government.

Collections Manager

Rent A Center Corporate Office
Atlanta, GA
10.2020 - 04.2022
  • Reached out to customers to discuss late payments and options for remitting amounts due.
  • Developed and improved procedures for collection of past due amounts.
  • Managed daily posting of payments to customer accounts.
  • Updated accounts with documentation of interactions and current information.
  • Completed investigations of customer accounts and payment histories.
  • Received and submitted payments and applied amounts to customer balances.
  • Collaborated with legal resources and recovery teams to manage default issues.
  • Researched, evaluated and resolved discrepancies and customer concerns.
  • Verified details of transactions, funds received and total account balances.
  • Performed research and due diligence to resolve issues.
  • Reviewed credit records to evaluate customer histories.
  • Utilized prescribed scripts and friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
  • OPY Monitored payments due from clients and promptly contacted clients with past-due payments.
  • Rectified escalated accounts payable issues from employees and vendors.
  • Implemented staff bonus program, resulting increase in employee satisfaction.
  • Exceeded company productivity standards on consistent basis.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Explained benefits, features and recommendations to maximize client retention.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Manager of Operations

Georgia Auto Sales
Norcross, GA
09.2016 - 10.2022
  • Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
  • Managed employee payroll, hiring, termination and training to ensure maximum productivity.
  • Supervised and trained new employees on successful selling techniques.
  • Greeted customers at arrival to build positive relationships and discuss vehicles.
  • Showcased vehicle features and took customers on test drives in local area.
  • Educated customers about sales processes, warranty requirements and service standards.
  • Finalized documentation for contracts, purchase receipts, vehicle registrations and dealer files.
  • Scheduled and coordinated meetings, appointments and travel arrangements for managers or supervisors.
  • Used advanced Excel functions and calculations to develop reports and lists.
  • Checked stock to determine inventory levels and maintain office supply products.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Organized client contracts, records and reports to strengthen traceability.
  • Answered inbound calls, chats and emails to facilitate customer service.

Insurance Sales Agent

Express Insurance
Norcross, GA
02.2017 - 03.2019
  • Interviewed prospective clients to gather information on financial needs and discuss existing coverage.
  • Researched and analyzed beneficial insurance and investment options and made recommendations to clients.
  • Pursued continued professional development through insurance workshops, course and webinars.
  • Rewrote and reinstated insurance policies, following underwriting and business rules.
  • Engaged customers and provided high level of service by carefully explaining details about documents.
  • Followed up with customers to check on changing needs and propose new offerings.
  • Wrote policies, finalized documents and filed paperwork.
  • Maintained pleasant and cordial attitude, remaining calm when issues arose.
  • Communicated with clients by phone and email to answer questions and offer services.
  • Supported accounting functions by assisting with accounts receivables, banking and cash management.

Education

BBA - Business

Georgia State University
Atlanta, GA
05-2022

High School Diploma -

Mountain View High School
Lawrenceville, GA
05.2017

Skills

  • Issue and Complaint Resolution
  • Microsoft Exchange
  • Sales expertise
  • Inbound and Outbound Calling
  • Computer Skills
  • Translation and Interpretation Services
  • Call Center Background
  • Bilingual
  • Staff education and training
  • Multi-line phone talent

Languages

Spanish
Native/ Bilingual
English
Native/ Bilingual

Certification

  • Certified Collections Specialist, Rent-a-Center - 2021

Timeline

Consular Agent

Consulado General de Honduras
09.2022 - 12.2023

Collections Manager

Rent A Center Corporate Office
10.2020 - 04.2022

Insurance Sales Agent

Express Insurance
02.2017 - 03.2019

Manager of Operations

Georgia Auto Sales
09.2016 - 10.2022

BBA - Business

Georgia State University

High School Diploma -

Mountain View High School

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Emma Ortega