Summary
Overview
Work History
Education
Skills
Timeline
Generic

Holly Salas

Glendale,Az

Summary

I care about providing excellent customer service and maintaining all metrics and goals of the company. I'm highly motivated and ready to succeed and grow in a company.

Overview

6
6
years of professional experience

Work History

Technical Support

State Farm Insurance Co
  • Interact with insurance agents to provide and process information in response to inquiries, concerns, and requests about products and services
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, State Farm software and applications, Microsoft products, VPN, Cisco IP Phones, including ordering, replacing and installing hardware and software
  • Research required information using available resources
  • Follow standard processes and procedures
  • Identify and escalate priority issues per Client specifications
  • Accurately process and record call transactions using a computer and designated tracking software
  • Organize ideas and communicating oral and written messages appropriate to listeners and situations
  • Handle and resolve critical quality problems using research abilities
  • Hands-on experience with statistical data collection and quality administration
  • Strong analytical skills, combined with effective communication, organizational skills and planning ability
  • Managerial qualities – Time management, project leadership and teamwork
  • Independent and self-directed – Can work with minimum supervision.

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  • Outbound calls to potential clients
  • Identify needs of customer and sale and up sale customer on a package that fit their needs
  • Keyed in orders and validated the order to ensure package that was sold to customer from prior representatives
  • TL for the validation team
  • Identify trending issues and report to leadership
  • Adhere to the service level agreement goals for evaluations
  • Assisted with supervisor calls when needed by agents
  • Closing TL of the evening shift for validation team
  • Completed all of the end of day reports and sent them to upper management.

Customer Account Advisor 3

Consumer Cellular
03.2018 - 07.2019
  • Primarily Support Apple and Android phones and assist with purchasing phones and service
  • Troubleshoots and resolves any technical issues with phones
  • Details troubleshooting steps in notes
  • Resolve issues using the KB knowledge source
  • Creating and maintaining documentation
  • Strong skills Android/iOS Support.

24/7 Intouch
02.2022
  • Provide excellent customer service
  • Relocate guests when their reservation is not met and handle complaints and any other request
  • Being able to stay up to date with the guidelines and procedures as they change
  • Ability to be flexible I am able to work just about any shift and to cover when needed
  • I am able to be consistent and up to date when it comes to the training that is involved and able to assist other agents
  • I am able to adapt to change and keep up to date with new procedures
  • I was Csr2 agent who supports other agents from Bogata and Mesa locations via chat and phone calls
  • Ability to take supervisor calls and deescalate the caller and the situation
  • Ability to guide the agent with the proper guideline and methods to handle a situation
  • Event planning for Mesa Booking team similar to Ex Team planning to create unity within the team.

Collections Representative

Santander Consumer USA
02.2022 - Current
  • Maintain inbound and outbound calls to customers with past due accounts
  • Developing a payment arrangement to bring the account current and the reason for delinquency
  • Using all tools to assist the customer with bringing account current rather it be a mature modification if eligible or transferring to extension department if eligible
  • Maintain the metrics within the department
  • Updating all accounts with correct information for the customer
  • Staying up to date on all training requirements and minimizing risk
  • I have assisted in the team chats and helped agents with questions and provide answers
  • I have been part of the buddy program and able to help new agents feel welcomed to the company and provide information about the department as well as the company for example business resource groups, vpto opportunities, development time
  • I am a committee member of 3 of the business resource groups
  • I participate in multiple business resource groups and vpto opportunities
  • I utilize my development time to complete courses to help me reach my goals of moving up within the company
  • I was in the process of learning how to utilize UCC and how to pull reports for verifications and utilization
  • Currently in a project for loss recovery.

SR Collection Representive

Santander Consumer USA
05.2023 - Current
  • Permanently moved to loss recovery department in May
  • Collected payoff for auto loan
  • Skip search on accounts and get a location of the vehicle so the vehicle can be secured
  • Awarded with the community impact award.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Processed payments and applied to customer balances.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Counseled debtors on payment options and arranged installment agreements.
  • Negotiated to collect balance in full.
  • Used skip tracing and other techniques to locate debtors.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.
  • Processed debtor payments and updated accounts to reflect new balance.
  • Responded to customer inquiries and provided detailed account information.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Maintained accurate records of customer accounts, payments and payment plans.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Established relationships with customers to encourage payment of delinquent accounts.

Education

Skills

  • Proper phone etiquette
  • Ability to speak and write clearly and accurately
  • Demonstrated proficiency in typing and grammar
  • Knowledge of relevant software computer applications and equipment
  • Knowledge of customer service principles and practices
  • Effective listening skills
  • Willingness to work with others and work to the greater good
  • Multi-tasking capabilities
  • Prior Team Lead experience
  • Technical Support Management
  • Technical support escalations
  • Inbound call support
  • Customer Support

Timeline

SR Collection Representive

Santander Consumer USA
05.2023 - Current

Collections Representative

Santander Consumer USA
02.2022 - Current

24/7 Intouch
02.2022

Customer Account Advisor 3

Consumer Cellular
03.2018 - 07.2019

Technical Support

State Farm Insurance Co

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Holly Salas