Fatima Arzola
Euless,TX
Summary
Hardworking and reliable with strong ability in customer service and customer satisfaction. Offering excellent persuasion skills, and ability to handle high call volumes. Highly organized, proactive and punctual with team-oriented mentality.
Overview
14
14
years of professional experience
Work History
Member Engagement Coordinator
BeneLynk
05.2025 - Current
- Identified the needs of members, and assisted with programs that fit those needs.
- Screen members for various government assistance programs.
- Maintain a professional tone, and deescalate upset members.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked effectively in team environments to make the workplace more productive.
Mature Loans
Capital One
07.2022 - Current
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Processed payments over phone and set up recurring drafts.
- Developed collection methods to achieve or exceed company financial goals.
- Recorded information about customers' financial status and collections status efforts.
- Met demands of busy collections group by performing high volume of daily calls.
Specialty Funding Coordinator & Impact Team Rep
Capital One Auto Finanace
Plano, TX
07.2019 - Current
- Carried out pre-funding and funding functions.
- Provided excellent service and attention to customers through phone conversations.
- Improved customer satisfaction by finding creative solutions to problems.
- Took calls through doc verify line while maintaining a calm and understanding tone at all times.
- Knowledgeable in road map.
- Review loan documentation for final funding process.
- Make outbound calls to applicants when required, as well as employers.
- Make clear and accurate notes during any customer interaction.
Reinstatements
Capital One
01.2023 - 10.2023
- De-escalated customer interactions by providing alternative tactics to solving problems and satisfying customer needs.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Accepted and processed customer payments and applied toward account balances.
- Delivered high levels of customer service to facilitate smooth processes.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
Collections Coordinator
Capital One Auto Finance
Plano, TX
05.2018 - 07.2019
- Review accounts to determine payment plan.
- Received payment and ensured proper posting to appropriate customer accounts.
- Process payment over the phone and set up recurring drafts.
- Structured manageable repayment plans with delinquent customers.
- Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
- Overcame objections by applying advance training and persuasion techniques.
- Managed manually and automatically dialed outbound calls in call center environment.
Customer Service Account Manager
Santander Consumer USA
Dallas, TX
01.2015 - 02.2016
- Interfaced with customers to bring accounts current with suitable repayment plans.
- Minimized loss by negotiating payment terms directly with clients, consistently achieving top performance recovery rate.
- Routinely contacted account holders with balances over 30 days past due to resolve delinquencies.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Handle any customer service aspect for various retail credit accounts.
- Excell in all monitored quality control calls.
- Excell in all collection quotas for every month.
Settlement Specialist
The Law Office Of Scott Parnell & Associates
Carrollton, TX
11.2010 - 11.2014
- Responsible for settling over 60 third party debtor accounts successfully each month.
- Reliably exceed outbound call quotas on a daily basis resulting in exceptional record of surpassing collection goals.
- Implement and adhere to all FDCPA practices.
- Demonstrate ability to handle emotional customer and bring to a positive resolution with a strong customer service attitude.
- Highly scored on all supervisor monitored and Quality Assurance reviewed calls.
Skills
- Adaptive team player
- Courteous demeanor
- Problem-solving abilities
- Customer relations
- Conflict mediation
- Call center experience
- Credit and collections
- Persuasion strategies
- Team-oriented
- Scripted conversations
Timeline
Member Engagement Coordinator
BeneLynk
05.2025 - Current
Reinstatements
Capital One
01.2023 - 10.2023
Mature Loans
Capital One
07.2022 - Current
Specialty Funding Coordinator & Impact Team Rep
Capital One Auto Finanace
07.2019 - Current
Collections Coordinator
Capital One Auto Finance
05.2018 - 07.2019
Customer Service Account Manager
Santander Consumer USA
01.2015 - 02.2016
Settlement Specialist
The Law Office Of Scott Parnell & Associates
11.2010 - 11.2014
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