Venessa Ceja
Bakersfield,CA
Summary
Hardworking and reliable, with strong ability in receiving incoming and making outgoing calls. Offering great work ethic, leadership and Character. Highly organized, proactive and punctual with team-oriented mentality.
Overview
17
17
years of professional experience
Work History
Client Communications Specialist
Rocket Mortgage FieldHouse
Detroit, MI
04.2021 - 02.2023
- Perform a heavy volume of inbound and outbound phone duties, including contacting and transferring clients to appropriate parties, cold calling and setting appointments
- Effectively and efficiently perform work in the internal proprietary software and technology of the company
- Participate in regular training on products and clients of the company Filter leads on behalf of the company's clients by staying current on market and product shift Communicate carefully, intentionally and with accurate information to prioritize a positive experience for clients
- Respond to all communication urgently, balancing phone calls, emails and chat messages appropriately
Rehabilitation Specialist
Account Resolution Group
Bakersfield, CA
01.2013 - 03.2020
- Assist Production Manager with all collection goals monthly, quarterly, and annually in conjunction with management for each collector
- Clerical work
- Maintain performance and collection records on all portfolio reps
- Such as collection activity, dollars collected, and goal tracking
- Supervise motivate and oversee training of assigned portfolio reps & production leaders
- Assist and train collectors with escalated borrower calls
- Make outbound calls, Receive inbound calls
- Accomplishments
- Received a promotion within 6 months of being employed
- Enforced state and federal regulations as well as company policies and procedures for strict compliance.
- Performed assessments to determine individual limitations and strengths.
- Trained and developed my fellow teammates
- I brought my wisdom to the company.
Collections Specialist
Account Control Technology
Bakersfield, CA
04.2006 - 10.2011
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Processed payments over phone and set up recurring drafts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Recorded and updated customer personal accounts with accurate contact information.
- Met demands of busy collections group by performing high volume of daily calls.
- Recorded information about customers' financial status and collections status efforts.
- Located and monitored overdue accounts using billing system to begin collections process.
- Completed skip traces on customers failing respond to collection efforts.
- Established solid record of maintaining consistent performance and quality levels.
- Prepared packages containing all pertinent documentation for collections accounts.
- Negotiated customer rates and processed payments using [Software].
Education
College - Human Resources
Cal State Bakersfield
05.2021
High school diploma or GED -
South High School
06.2004
Skills
- Take multiple inbound and outbound calls
- Team management
- 14 years of customer service experience in a call center setting
- Management, ability to work under pressure, (10 years)
- Ability to navigate dual monitors and multiple applications opened,
- Clerical experience
- Office experience
- MS Office, Word, and Excel spreadsheets
- Administrative Experience
- Office Management
- Employee Orientation
- Financial services
- Conflict Management
- Training and Development
- Working collaboratively
- Critical thinking
- Organization
Personal Information
I am a very hard worker, self motivated, dedicated employee with the great character, attitude, and
work ethic. Quick learner and will make sure the job gets done.
Timeline
Client Communications Specialist
Rocket Mortgage FieldHouse
04.2021 - 02.2023
Rehabilitation Specialist
Account Resolution Group
01.2013 - 03.2020
Collections Specialist
Account Control Technology
04.2006 - 10.2011
College - Human Resources
Cal State Bakersfield
High school diploma or GED -
South High School
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