Summary
Overview
Work History
Education
Skills
Languages
Awards
Volunteer Experience
References
CAREER HIGHLIGHTS
Timeline
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Gerardo Davila

Amado,USA

Summary

Demonstrated expertise in customer service, sales, collections, and team leadership, emphasizing strong problem-solving and time management skills. Successfully directed teams to exceed performance benchmarks while cultivating a supportive and client-focused atmosphere. Adept at coaching and training, driving operational improvements to enhance client satisfaction and achieve organizational objectives.

Overview

19
19
years of professional experience

Work History

Unit Manager

Citi Cards
Tucson
01.2010 - 03.2024
  • Led a team of 17-30 Bilingual Collections Agents at any given time (both regular and Escalation Units).
  • The Tucson Escalation Department was usually ranked in the top 3 out of 20 teams' month over month.
  • Our main goal was to provide a remarkable client experience on every call.
  • Client's included Citi Brands, The Home Depot, Sears, BestBuy and others.
  • Adherence to daily availability targets including Call Handle Time was a must.
  • Observed daily inbound and outbound real-time dialer information to redirect staffing, if needed, to address portfolio staffing shortfalls.
  • Multiple chats opened to work with the Dialer teams.
  • Facilitated training, and huddles to make sure agents were compliant with the latest national collection guidelines.
  • Kept some of the nation's lowest attrition numbers by hiring top-talent and promoting an all-inclusive culture.
  • Assessed quality performance through team meetings, call reviews, monthly performance reviews and strategic coaching.
  • Worked closely with AI generated call reviews to help with overall client satisfaction and negotiation for best collection results.
  • Worked closely with Human Resources to mitigate risk on any disciplinary action taken.
  • Kept up with regulatory and manager training.

Service and Sales Associate / Sales Coach

Citi Cards
Tucson
01.2005 - 01.2010
  • Provided inbound credit card services to our clients.
  • Exceeded all call related metrics, including quality scores and call handle time.
  • Usually ranked in the top 3 for both sales and quality in the Tucson site (2005-2007).
  • Promoted to sales coach 2007.
  • Helped agents fine-tune negotiation and call efficiency skills via strength-opportunity sessions.
  • Promoted to Team lead 2008.
  • Served the training department as a Service Material Expert in over 10 new-hire classes.

Education

Master of Business Administration - Business

University of Phoenix
Tucson
07.2008

Bachelor of Science - Business Management

University of Phoenix
Tucson
05-2004

Skills

  • Customer service
  • Teamwork and collaboration
  • Time management
  • Problem-solving
  • Performance assessment
  • Training and development
  • Staffing optimization
  • Employee engagement
  • Negotiation techniques
  • Coaching and mentoring
  • Customer experience
  • Policy implementation
  • Staff training
  • Assignment delegation
  • Employee supervision
  • Quality assurance
  • Manage records
  • Quality assurance controls
  • Team leadership
  • Call center management
  • Risk management

Languages

Spanish, Fluent

Awards

Quality Excellent Awards (5), Leadership Excellent Award, Bill Brown Award

Volunteer Experience

Citi Cards, Chairperson, Tucson, AZ, 2013-01, 2018-01, Led organizational initiatives to enhance operational efficiency and align strategic goals with community engagement efforts.

References

References available upon request.

CAREER HIGHLIGHTS

Culture Committee Co-Chair, 2013-2018, Helped maintain high "Voice of the Employee" scores, including 82% or higher company satisfaction site-wide through innovative culture initiatives. Excellent Unit Manager Satisfaction scores of 85% or higher on employee surveys and pulse checks year over year. Proven track record of results by leading top ranked teams including escalations. Participated in various company networks and committees as a consultant or in a leadership role. Helped initiate The Hispanic Heritage Network.

Timeline

Unit Manager

Citi Cards
01.2010 - 03.2024

Service and Sales Associate / Sales Coach

Citi Cards
01.2005 - 01.2010

Master of Business Administration - Business

University of Phoenix

Bachelor of Science - Business Management

University of Phoenix

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