Iris Guzman
Miramar,FL
Summary
Results-driven Office Manager with 15+ years of experience in managing office operations, credit reporting, customer service, risk management, collections, Skip tracing investigations recovery and insurance claims. Proven track record of success in improving efficiency, reducing risks, and increasing customer satisfaction.
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management.
Overview
8
8
years of professional experience
Work History
General Manager
Start Auto Finance
Hollywood , FL
01.2017 - 09.2024
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Managed all aspects of daily business operations , staffing, scheduling, inventory control, customer service and sales, collections Skip Tracing, Recovery.
- Maintained relationships with vendors to obtain the best pricing.
- Objective:
- To utilize my diverse experience in collection management, customer service, and operations to secure a challenging role in a dynamic organization.
- Summary:
- Results-driven Collection Manager with 5+ years of experience in managing collections, customer service, and operations. Proven track record of success in reducing delinquencies, improving customer satisfaction, and increasing revenue. Skilled in public notary services, dealer relationships, insurance processing, and credit reporting skip tracing & investigations & recovery.
- Collections
- Managed a team of collection agents to achieve optimal collection results
- Implemented strategies to reduce delinquencies and improve customer satisfaction
- Collaborated with customers, dealers, and internal stakeholders to resolve issues and improve relationships
- Conducted public notary services for loan documents and other legal documents
- Processed and evaluated insurance claims
- Credit reporting & updating disputes e-Oscar
- Customer Service Representative
- Responded to customer inquiries and resolved issues in a timely and professional manner
- Built strong relationships with customers to improve satisfaction and loyalty
- Collaborated with internal teams to resolve customer complaints and improve process
- Managed relationships with dealers to improve sales and customer satisfaction.
- Collaborated with dealers collecting documents for loan approval
- Insurance Processor
- Processed insurance claims and generated letter of guarantee for title and vehicle evaluation.
- Collaborated with insurance companies to resolve claims and improve processes
- Credit Reporting Analyst
- Analyzed credit reports and maintained accurate records
- Collaborated with creditors to resolve disputes and improve credit score
- Skills:
- • Collection management
- • Customer service
- • Public notary services
- • Dealer relationships
- • Insurance processing
- • Credit reporting
- • Leadership and team management
- • Communication and interpersonal skills
- • Time management and organization
- • Microsoft Office and software applications
- Certifications
- Public Notary License
- References:
- Available upon request.
- Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Trained employees on duties, policies and procedures.
- Administered employee discipline through verbal and written warnings.
Skills
Team building
Bilingual
Notary public
- Operations Oversight
- Customer Relationship Management
- Workflow Planning
- Customer Retention
- Account Management
- Loss Prevention
- Employee Scheduling
- Operations Management
- Team Oversight
- Problem Resolution
- Performance Improvements
Timeline
General Manager
Start Auto Finance
01.2017 - 09.2024