Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Gabriela Luna

San Antonio

Summary

Skilled professional with experience in collections and operations, with success in repayment negotiation and conflict resolution. Successful in applying recovery strategies and negotiating with account holders to cut outstanding debts and aged accounts. Adept at managing teams and improving performance metrics through effective training and support. Highly adaptable with strong troubleshooting skills.

Overview

16
16
years of professional experience

Work History

Collections Agent

Conns Home Plus
08.2015 - Current
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.

Operations Supervisor

CSG
04.2014 - 08.2015
  • Managed third-party virtual staff for Farmers insurance agents
  • Handled direct contact with clients to help resolve concerns as well as set up initial product and phone lines
  • Ran reports and supplied data to fulfill client and agent report requirements.
  • Assisted with monitoring calls and coaching sessions.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Improved average hold times, resolution rates and satisfaction scores through staff development.

Operations Team Lead

CSG
06.2012 - 04.2014
  • Assisted with overseeing employee performance to foster accurate prioritization and achievement of productivity goals.
  • Provided the new hire training to all the new staff members for the department.
  • Generated reports detailing metrics such as call times and satisfaction ratings for agents on the team.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Assisted with phone calls during high volume times to make sure there was no drop in quality or client satisfaction.

Floor Lead

Forever 21
11.2009 - 06.2012
  • Assigned floor placement of associates for scheduled shifts based on company need.
  • Maintained clean and organized store environment to cultivate pleasant shopping experiences.
  • Delegated tasks to employees to enhance productivity and workflow.
  • Monitored sales floor and provided customer service to foster retention and loyalty.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

Education

No Degree - Business Management

San Antonio College
San Antonio, TX

High School Diploma -

Roosevelt HS
San Antonio, TX
06-2008

Skills

  • Billing and collections best practices experience
  • Repayment negotiation experience
  • Collections process knowledge
  • Conflict resolution proficiency
  • proficient troubleshooting computer skills
  • Adaptability and flexibility

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Collections Agent

Conns Home Plus
08.2015 - Current

Operations Supervisor

CSG
04.2014 - 08.2015

Operations Team Lead

CSG
06.2012 - 04.2014

Floor Lead

Forever 21
11.2009 - 06.2012

No Degree - Business Management

San Antonio College

High School Diploma -

Roosevelt HS

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