Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Grace Padilla

Vista,CA

Summary

Hardworking Collections Specialist adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail. Dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional. Experienced Collections Specialist bringin 15-years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Senior Collections Representative

Hyatt Vacation Club
01.2019 - Current
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Achieved performance goals on consistent basis.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
  • Collected on delinquent accounts to reduce overdue balances.
  • Identified and contacted customers with overdue accounts to address payment status.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Processed debtor payments and updated accounts to reflect new balance.

Front Desk Receptionist

Gentle Dental Smile
03.2018 - 01.2019
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Collected room deposits, fees, and payments.
  • Completed data entry and filing to keep records updated for easy retrieval.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.

Collector Agent

NATIONAL MERCHANTS ASSOCIATION
02.2017 - 05.2018
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor..
  • Identified and contacted customers with overdue accounts to address payment status.
  • Regularly monitored accounts to identify overdue balances and potential areas of risk.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Kept case data and contact information up to date to expedite proceedings.

Collections Representative

Pacific Marine Credit Union
04.2011 - 09.2016
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Negotiated to collect balance in full.
  • Achieved performance goals on consistent basis.
  • Resolved challenging situations with friendly but firm strategies.
  • Processed payments and applied to customer balances.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Processed payments and contracts on accounts.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Reviewed collection reports to determine status of collections and amounts of outstanding balances.
  • Handle 180 outbound and inbound calls daily with goal of collecting owed debt.
  • Used skip tracing resources to locate debtors and updated information in company system.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Trained new team members on scripts, company services, and collection strategies.
  • Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
  • Established relationships with customers to encourage payment of delinquent accounts.

Education

Human Resorces -

Vista Adult School
Vista, CA

Associate of Arts - General Studies

Palomar College
San Marcos, CA
06.2006

High School Diploma -

San Marcos High School
San Marcos, CA
05.1988

Skills

  • Business Correspondence Writing
  • Account Management
  • Concord, 8x8 phones systems, Software
  • Performance Improvements
  • Payment Acceptance
  • Call Center Experience
  • Proficiency in Concord, Pulse, Noble
  • Payment Processing
  • Account Monitoring
  • FDCPA Compliance
  • Risk Management
  • Organizational Skills
  • Fair Debt Collections Practices

Certification

Human Resources Certificate

Property Management

Sexual Harassment

FDCPA Fair Collection Practices Act

Languages

Spanish
Native or Bilingual

Timeline

Senior Collections Representative

Hyatt Vacation Club
01.2019 - Current

Front Desk Receptionist

Gentle Dental Smile
03.2018 - 01.2019

Collector Agent

NATIONAL MERCHANTS ASSOCIATION
02.2017 - 05.2018

Collections Representative

Pacific Marine Credit Union
04.2011 - 09.2016

Human Resorces -

Vista Adult School

Associate of Arts - General Studies

Palomar College

High School Diploma -

San Marcos High School

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Grace Padilla