Angelica Pena
Houston,TX
Summary
Proven leader at Mid-Atlantic Finance with a track record of enhancing team productivity and collection efficiency. Skilled in customer service and data entry, I excel in creating strategic solutions and fostering professional relationships. My approach has significantly improved operational outcomes, demonstrating a strong blend of analytical and interpersonal skills.
Overview
19
19
years of professional experience
Work History
Administrative Assistant
Mid-Atlantic Finance
Houston, TX
01.2006
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
Collector
Mid-Atlantic Finance
Houston, TX
01.2006
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Maintained high volume of calls and met demands of busy and productive group.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Used skip tracing and other techniques to locate debtors.
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
Teamlead
Mid-Atlantic Finance
Houston, TX
01.2006
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Worked different stations to provide optimal coverage and meet production goals.
- Coached team members in techniques necessary to complete job tasks.
- Generated reports detailing findings and recommendations.
Collection Supervisor
Mid-Atlantic Finance
Houston, TX
01.2006 - Current
- Enhanced collection efficiency by implementing strategic collection processes and procedures.
- Conducted regular performance reviews for staff members, identifying areas for improvement and creating action plans to address them.
- Conducted ongoing training sessions for collections staff, ensuring they remained up-to-date on industry best practices and relevant regulations.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Collaborated on collection and dispute resolution issues.
- Monitored front areas so that questions could be promptly addressed.
Education
Madison High School
Houston, TX1997
Skills
- Customer Service
- Data Entry
- Computer Skills
- Office Administration
- Word/Excel
- Bilingual in English and Spanish
Timeline
Administrative Assistant
Mid-Atlantic Finance
01.2006
Collector
Mid-Atlantic Finance
01.2006
Teamlead
Mid-Atlantic Finance
01.2006
Collection Supervisor
Mid-Atlantic Finance
01.2006 - Current
Madison High School