Summary
Overview
Work History
Education
Skills
Timeline
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Frank Carrillo

Los Angeles,USA

Summary

Results-driven Collection Agent known for outstanding productivity and efficiency in managing tasks. Specialize in negotiation, account reconciliation, and regulatory compliance to ensure smooth collection processes. Excel in communication, problem-solving, and empathy, skills that ensure success in resolving debts while maintaining positive relationships with clients. Seasoned Collection Agent with background in handling large portfolio of accounts. Possess effective communication skills, negotiation abilities and familiarity with collection laws. Known for high problem-solving capabilities, while demonstrating integrity and respect in dealing with customers. Previous roles have resulted in improved recovery rates and customer relationships. Persuasive communicator focused on tapping into customer loyalty and bringing delinquent accounts current. Savvy to typical customer responses and prepared to use scripts and personal expertise to overcome objections. Confident and collected in challenging situations. Accomplished professional offering great communication and customer service skills. Reliable and dedicated when working alone or as part of team. Determined student with academic discipline knowledge and drive to succeed. Offers skills in written and verbal communication and multitasking.

Overview

12
12
years of professional experience

Work History

60-90s Collection Agent

Veros Credit
Santa Ana, CA
11.2023 - Current
  • Attended conferences related to debt collection regulations in order to stay up-to-date on industry standards.
  • Conducted skip tracing activities to locate debtors who had moved or changed contact information.
  • Responded promptly to customer inquiries via phone and email regarding billing issues and account balances.
  • Conducted outbound calls to delinquent customers in order to secure payment or arrange for payment plan.
  • Assisted in training new Collection Agents on best practices for collection strategies.
  • Reviewed documentation related to disputed accounts and provided recommendations for resolution.
  • Provided detailed reports on the progress of collection efforts on a weekly basis.
  • Utilized skip tracing techniques when necessary in order to locate customers who had moved without providing updated contact information.
  • Performed research using online databases to locate missing customer data when necessary.
  • Negotiated with customers regarding repayment plans, settlement offers, and other arrangements as needed.
  • Investigated and resolved disputes involving past due payments on accounts.
  • Developed and maintained strong customer relationships to ensure payment of overdue accounts.
  • Maintained a database of account information such as contact information, payment history, and status of collections efforts.

Store Associate

In-N-Out Burger
Culver City, CA
01.2023 - 03.2024
  • Operated cash register, collected payments and provided accurate change.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
  • Worked closely with front-end staff to assist customers.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Trained new team members in cash register operation, stock procedures and customer services.
  • Wrapped items and bagged purchases properly to prevent merchandise breakage.
  • Directed cleaning, trash removal and sanitation procedures to keep aisles and register area organized.
  • Acquired new skills to support team and further accommodate customer needs.
  • Stored perishable food items in freezer or refrigerator to protect from spoilage.
  • Opened kitchen each shift by preparing ingredients, equipment and workstations to meet day's needs.
  • Checked and recorded refrigerator and freezer temperatures to maintain food quality and freshness.
  • Maintained clean and sanitized work area in accordance with food safety guidelines, avoiding cross-contamination of raw and prepared food products.
  • Re-stocked, organized and arranged service and food stations.
  • Packaged and stored food products appropriately for proper handling and preservation.
  • Memorized menu items and food preparation methods to better explain selections to guests and increase sales.
  • Worked in fast-paced, ever-changing environment.
  • Prepared quality products while maintaining proper food safety practices and presentation within service goal times.
  • Prepared, assembled and set-up food items safely, efficiently and according to public health standards, standard recipes and customer specifications.
  • Finished orders with cutlery, napkins and condiments.
  • Helped management stay on top of supply needs by sharing information about low or spoiled inventory.
  • Maintained store cleanliness by sweeping floors, dusting shelves, and removing trash.
  • Resolved customer complaints promptly with professionalism and courtesy.

Collection Specialist 60-90 Day Collector

Loanmart
Van Nuys, CA
01.2018 - 10.2023
  • Worked in a high volume, fast-paced inbound and outbound call center environment
  • Utilized multi system switchboard tool Accurate to perform due diligence and skip tracing
  • Helped customers clear their breach to bring their accounts current again
  • Diagnosed customer's financial hardships and offered them help by sending hardship packages
  • Collected on accounts anywhere from 60 day passed due until charge off
  • Utilized strong negotiation and problem solving skills to assist consumer with paying the debt
  • Provided customer service and maintained integrity with consumers in order to build rapport and trust
  • Met and exceeded monthly goal

Grocery Clerk/Stocker

Bristol Farms
West Hollywood, CA
01.2022 - 06.2023
  • Tracked parcel movement using hand-held scanners and daily production sheets to keep records accurate.
  • Disposed of debris and hazardous materials properly to avoid contamination.
  • Resolved conveyor system issues by clearing jams and blockages.
  • Alerted purchasing team of shortages or damaged goods identified when unloading trucks.
  • Logged packaging activities and filed reports in company databases.
  • Used scanners to track parcel information, condition or receipt.

Grocery Team Lead

Amazon Fresh
Van Nuys, CA
08.2020 - 10.2021
  • Kept work areas clean, neat and free of safety hazards to maximize efficiency.
  • Delegated daily tasks to team members to optimize group productivity.
  • Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.
  • Fostered positive employee relationships through communication, training and development coaching.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Interviewed, hired and trained new quality customer service representatives.
  • Trained new team members, tracked current team members' skills achievement, verified safe operating practices and reported and analyzed work-related injuries.
  • Directed truck loading and unloading, freight flow, backroom organization, merchandise ticketing, shelf stocking and inventory management and reconciliation.

Collections Specialist

CURACAO
Los Angeles, CA
01.2013 - 01.2018
  • Pay close attention to debtor concerns and explanations of overdue balances to understand their position and set a mutually agreed-upon plan forward
  • Follow up with debtors to help proactively address and avoid further repayment challenges
  • Address and resolve bill disputes from consumer
  • Contact debtors in attempt to recover outstanding balances and set plans for repayment
  • Foster positive, productive relationships with all involved parties
  • Enter and update available data on debtors' contact information
  • Review and summarize creditor-provided data on debtor payment history

Store Associate

Nike
Hollywood, CA
01.2016 - 02.2017
  • Achieve 120%-135% of annual sales quota YOY and establish positive rapport with customers to recommend high-end furniture products based on needs
  • Educate customers on store promotions and loyalty programs, exceed targets for new enrollments by up to 80%, and achieve a 92% customer satisfaction rating
  • Maintain the sales floor and visual merchandising displays and coordinate with receiving teams to ensure optimal inventory levels

Education

Some College (No Degree) - Business

Santa Monica College
Santa Monica, CA

Skills

  • Debt collection
  • Negotiation techniques
  • Skip tracing
  • Data analysis
  • Customer relationship management
  • Regulatory compliance
  • Problem solving
  • Team collaboration
  • Patience and persistence
  • Team building
  • Conflict resolution
  • Relationship building
  • Process improvement

Timeline

60-90s Collection Agent

Veros Credit
11.2023 - Current

Store Associate

In-N-Out Burger
01.2023 - 03.2024

Grocery Clerk/Stocker

Bristol Farms
01.2022 - 06.2023

Grocery Team Lead

Amazon Fresh
08.2020 - 10.2021

Collection Specialist 60-90 Day Collector

Loanmart
01.2018 - 10.2023

Store Associate

Nike
01.2016 - 02.2017

Collections Specialist

CURACAO
01.2013 - 01.2018

Some College (No Degree) - Business

Santa Monica College

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