Heidy De Los Santos
The Bronx
Summary
Dynamic collections leader with extensive experience at Rent-A-Center, driving operational excellence and financial analysis. Proven track record in mentoring teams and enhancing customer service, resulting in improved recovery rates. Adept at data analysis and strategic planning, fostering a culture of accountability and high performance within diverse teams.
Overview
12
12
years of professional experience
Work History
DIRECTOR OF COLLECTIONS
RENT A CENTER DBA PURPLE APPLE LLC
New York
05.2025 - Current
- Identified root causes of delinquencies and developed solutions to prevent future occurrences.
- Coordinated with external legal counsel regarding enforcement actions on delinquent accounts.
- Assisted in the preparation of budgets related to collections operations.
- Analyzed data and metrics to identify potential problems or opportunities in the collections process.
- Led the strategic direction and daily operations of the Collections Department, managing a team of 112+ collectors, supervisors, and analysts responsible for $XXM+ in receivables across diverse portfolios.
- Presented monthly portfolio performance reports to executive leadership, identifying risks, forecasting recovery trends, and recommending course corrections.
- Monitored collection efforts of staff, identified areas for improvement, and provided guidance to ensure goals are met.
REGIONAL MANAGER
RENT-A-CENTER
New York
04.2020 - 07.2024
- Established goals, objectives, policies, procedures, and standards of performance for all personnel in the region.
- Analyzed regional financial data to identify areas of growth opportunities.
- Managed regional operations including inventory control, staffing levels, logistics, customer service.
- Evaluated customer feedback and adjusted company processes accordingly.
- Provided mentorship and coaching to staff members throughout the region as needed.
- Hired talented, trainable team members, and drove new business strategies to grow revenues.
STORE MANAGER
RENT A CENTER
The Bronx
02.2018 - 04.2020
- Skillful in retail, wholesale, and manufacturing organization
- Capability in multitasking in stressful situation
- Responsibility in adjusting the inventory infrequent.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
- Strengthened work flow productivity by hiring, managing and developing top talent.
SALES ASSISTANT MANAGER
RENT A CENTER
MOUNT VERNON
02.2018 - 04.2020
- Provided customer service by answering questions, resolving problems, and responding to complaints in a timely manner.
- Provided excellent customer service to clients in person and over the phone.
- Completed daily reports on sales performance metrics such as units sold per day, week & month.
- Ensured that all promotional materials were properly displayed in the show room.
- Informed customers about current promotions.
- Met with customers to offer assistance with selecting merchandise, finding accessories and completing purchases.
- Fostered relationships with customers to expand customer base and retain business.
- Analyzed sales data to identify trends and adjust sales strategies accordingly.
HEAD CASHIER
ZARA
01.2016 - 01.2018
- Demonstrated ability to manage cash register and process electronic transactions
- Proficient in balancing daily sales at day end before closing down of all cashier counters
- Ability to effectively calculate and apply discount offers where applicable in minimal time elapse
- Well versed in maintaining goods and sales inventory
- Considerable knowledge of cash counter software
- Provided excellent customer service.
CLERICAL ASSISTANT-STUDENT INTERN
HIGH SCHOOL FOR CONTEMPORARY ARTS
The Bronx
01.2014 - 01.2015
- Assisted with Clerical Work such as making copies, answering phones, book inventory
- Created and maintained a collection of attendance records for after school classes
- Communicated with parents and served as a liaison with school administration
- Organized mailings for students and parents
- Assisted Assistant Principal with daily tasks
- Distributed lunch and snacks for after school and summer school students
Skills
- Excellent Interpersonal Communication skills
- Dependable and Hardworking
- Management and Organizational Skills
- High Attention to Detail
- Business Leadership
- Customer Service
- Financial analysis
- Operational standards
- Mentorship and coaching
- Data analysis
Languages
Fluent in Spanish, Written and Verbal., Fluent in English, Written and Verbal.
Accomplishments
- Awarded for Excellence in Community Service.
- Honored as a Peer Mediator for Underclassmen.
Timeline
DIRECTOR OF COLLECTIONS
RENT A CENTER DBA PURPLE APPLE LLC
05.2025 - Current
REGIONAL MANAGER
RENT-A-CENTER
04.2020 - 07.2024
STORE MANAGER
RENT A CENTER
02.2018 - 04.2020
SALES ASSISTANT MANAGER
RENT A CENTER
02.2018 - 04.2020
HEAD CASHIER
ZARA
01.2016 - 01.2018
CLERICAL ASSISTANT-STUDENT INTERN
HIGH SCHOOL FOR CONTEMPORARY ARTS
01.2014 - 01.2015
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