Israel Castro
Mesa,AZ
Summary
Results-driven Project Manager with over 7 years of experience in leading crossfunctional teams to deliver successful projects on time and within budget. Proven ability to streamline processes and increase eciency.
Overview
8
8
years of professional experience
Work History
Collections Agent
One Main Finanical
09.2024 - Current
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
Lead Collection
Discover
04.2024 - 08.2024
- Developed and implemented effective strategies to improve collection rates and reduce delinquencies.
- Managed a team of 5 collection agents, monitored performance, and provided regular coaching.
- Utilized data analytics to forecast potential delinquencies and optimize collection efforts.
- Collaborated with internal departments to streamline the collection process and resolve customer issues promptly.
Account Protection Specialist
American Express
10.2022 - 10.2023
- Verified and investigated suspicious account activity to prevent fraudulent transactions.
- Resolved customer disputes and provided exceptional service to ensure account security.
- Collaborated with law enforcement and financial institutions to recover funds from fraudulent activity.
- Conducted internal audits and trained staff on best practices for account protection measures.
Customer Experience Specialist
GM Financial
01.2022 - 10.2022
- Led projects to improve customer satisfaction, resulting in increased retention and sales.
- Responded promptly to customer inquiries, meeting or exceeding established service levels.
- Collaborated with cross-functional teams to streamline processes and enhance the overall customer experience.
- Utilized CRM software to track customer interactions and personalize service for each client.
Warehouse Associate
P&G
03.2021 - 09.2021
- Managed inventory, ensuring accurate counts and timely replenishment.
- Operated forklift and other equipment, safely and efficiently.
- Picked and packed orders with attention to detail, meeting quotas consistently.
- Collaborated with team members to maintain a clean and organized warehouse.
Technical Support Supervisor
Comcast
02.2019 - 03.2021
- Managed a team of technical support representatives, providing guidance and assistance as needed.
- Oversaw resolution of complex technical issues to ensure customer satisfaction and retention.
- Implemented new technical support procedures to streamline process and improve efficiency.
- Conducted regular trainings for team members on new software releases and troubleshooting techniques.
Collection Specialist
Citi
09.2017 - 12.2018
- Successfully negotiated payment plans with delinquent customers, resulting in increased revenue.
- Utilized advanced communication skills to resolve disputes and maintain positive relationships with clients.
- Proficiently analyzed credit reports and financial statements to assess credit risk and make informed decisions.
Education
MASTER - Data Analytics
Southern New Hampshire University
Phoenix, ArizonaBACHELOR'S DEGREE - MANAGEMENT
University of Phoenix
Phoenix, AZ05.2024
ASSOCIATES - BUSINESS
Brookline College
Tucson, AZ02.2012
Skills
- Project Management
- Cross-functional Team Leadership
- Process Streamlining
- Efficiency Improvement
- Written Communication
- Spoken Communication
- People Skills
- Work Planning
- Work Prioritization
- Computer Systems Understanding
- Cash Register Knowledge
- Calmness Under Pressure
- Decision Making
- Problem Solving
- Record Keeping Accuracy
- Specialized Task Performance
- Motivation
- Effective Communication
- Time Management
- Leadership
Timeline
Collections Agent
One Main Finanical
09.2024 - Current
Lead Collection
Discover
04.2024 - 08.2024
Account Protection Specialist
American Express
10.2022 - 10.2023
Customer Experience Specialist
GM Financial
01.2022 - 10.2022
Warehouse Associate
P&G
03.2021 - 09.2021
Technical Support Supervisor
Comcast
02.2019 - 03.2021
Collection Specialist
Citi
09.2017 - 12.2018
MASTER - Data Analytics
Southern New Hampshire University
BACHELOR'S DEGREE - MANAGEMENT
University of Phoenix
ASSOCIATES - BUSINESS
Brookline College
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