Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Guadalupe Beltran

Mesa,AZ

Summary

Dynamic professional with a proven track record in customer service and debt collection at Discover and Alpha Recovery Corp. Excelled in complaint resolution and account updating, enhancing customer satisfaction and operational efficiency. Skilled in fostering positive relationships and proficient in office equipment. Demonstrated ability to improve processes and exceed recovery targets through strategic thinking and effective communication.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Discover
Phoenix, AZ
10.2022 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Debt Collector

Alpha Recovery Corp.
Mesa, AZ
01.2020 - 10.2022
  • Identified delinquent accounts and contacted debtors to negotiate payment terms.
  • Analyzed customer financial information and determined appropriate payment plans.
  • Explained the consequences of non-payment in a professional manner.
  • Developed strategies for collecting overdue payments while preserving customer relationships.
  • Conducted skip tracing to locate debtors who had changed address or employment status without notifying creditors.
  • Ensured all collection activities complied with applicable laws and regulations.
  • Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
  • Negotiated repayment plans with debtors to meet client recovery targets.
  • Ensured compliance with state and federal laws governing debt collection practices.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

Consumer Finance Coordinator

Checksmart Financial
Mesa, AZ
02.2019 - 01.2020
  • Provided excellent customer service to clients regarding loan inquiries.
  • Analyzed credit reports and financial statements of potential borrowers.
  • Calculated debt-to-income ratios for customers in order to determine eligibility for loans.
  • Reviewed loan applications for accuracy and completeness prior to submission.
  • Prepared documents such as promissory notes, mortgages, deeds of trust, and other related documents for loan closings.
  • Assisted customers in selecting appropriate loan products based on their needs and financial situation.
  • Processed payments from customers and applied them to their respective accounts accurately.
  • Resolved customer complaints professionally by providing solutions or escalating issues when necessary.
  • Managed a portfolio of consumer loans while ensuring timely repayment according to terms agreed upon.
  • Provided guidance to new employees on consumer finance processes and procedures.
  • Monitored changes in consumer finance laws, regulations, policies, and procedures.

Education

GED -

Maricopa Community Colleges, Rio Salado Community College
Tempe, AZ

Skills

  • Account updating
  • Scheduling
  • Complaint resolution
  • Call center procedures
  • Warehousing functions
  • Opening and closing accounts
  • Call center experience
  • In-store support
  • Positive and professional
  • Documentation
  • Office equipment proficiency
  • Credit card payment processing

Languages

English
Full Professional
Spanish
Full Professional

Timeline

Customer Service Representative

Discover
10.2022 - Current

Debt Collector

Alpha Recovery Corp.
01.2020 - 10.2022

Consumer Finance Coordinator

Checksmart Financial
02.2019 - 01.2020

GED -

Maricopa Community Colleges, Rio Salado Community College

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Guadalupe Beltran