Jager Quinones
Altamonte Springs,FL
Summary
Dynamic professional with a proven track record at AT&T Mobility, adept in customer service and bilingual communication (Spanish & English). Skilled in utilizing Microsoft Office and Livevox, excelling in team collaboration and detail-oriented tasks. Demonstrated success in enhancing compliance and operational efficiency, achieving significant improvements in customer satisfaction and payment recovery.
Overview
16
16
years of professional experience
Work History
Collections Agent
JNR Adjustment Company
Maitland, FL
07.2024 - Current
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Conducted skip-tracing activities to locate delinquent customers.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Utilized skip tracing techniques including phone calls, internet searches and databases.
- Recorded information about status of collection efforts.
Quality Assurance Agent
Hilton Grand Vacations
Orlando, FL
01.2023 - Current
- Evaluated sales, booking escalations and cancellation calls to ensure compliance.
Operations & Compliance Supervisor
Southern Auto Finance Co.
Pompano Beach, FL
01.2016 - 11.2022
- Collected past due balances.
- Developed training protocols enhancing compliance across all levels.
- Conducted new hire training sessions.
- Completed deviation forms to document inspection findings.
- Evaluated calls across departments utilizing iPerfect, Verint, and Scorebuddy.
- Addressed customer requests related to Adverse Action.
- Fulfilled customer requests for payment history and letter copies via I-sight.
- Processed vendor invoices and approved associated fees.
- Processed FedEx, USPS, and UPS labels for mailing.
- Generated compliance letters including Paid in Full notifications.
- Coordinated supply orders and receiving processes.
- Handled office tasks.
- Conducted thorough audits.
Service Advisor
Toyota of Orlando
Orlando, FL
07.2014 - 11.2015
- Arranged vehicle servicing sessions for clients.
- Quoted necessary repair work, educating customers on options and plans of action.
Manager Assistant
MLS
Orlando, FL
03.2013 - 07.2014
- Manage rental car availability.
- Schedule interview appointments for candidates.
- Facilitated onboarding process to complete new hire paperwork.
- Managed employee timecard collection for payroll.
Office Manager
GCA Services
Orlando, FL
12.2009 - 03.2013
- Supervised a team of 10 staff members.
- Oversee payroll processing for over 500 employees.
- Collaborated closely with HR department.
- Conducted new hire orientations with efficiency.
- Oversaw special project coordination.
- Managed office supplies efficiently.
- Completed office tasks efficiently.
RM Receivables
AT&T Mobility
Orlando, FL
02.2009 - 11.2009
- Executed collection calls using an automated dialer on overdue accounts.
- Executed phone payment transactions.
- Addressed customer account inquiries efficiently.
Skills
- Microsoft Office: word, excel
- Voice
- Bloodhound
- NLS
- Livevox
- CXOne
- Iperfect
- E-Oscars
- Paradata
- I-Sight
- ACI -Client Console Systems
- Five/9
- Scorebuddy
- Verint systems
- Bilingual Spanish & English fluently
- Customer Service
- Team Collaboration
- Detail Oriented
- Active Listening
- Office Equipment - Printer, scanner, fax
Timeline
Collections Agent
JNR Adjustment Company
07.2024 - Current
Quality Assurance Agent
Hilton Grand Vacations
01.2023 - Current
Operations & Compliance Supervisor
Southern Auto Finance Co.
01.2016 - 11.2022
Service Advisor
Toyota of Orlando
07.2014 - 11.2015
Manager Assistant
MLS
03.2013 - 07.2014
Office Manager
GCA Services
12.2009 - 03.2013
RM Receivables
AT&T Mobility
02.2009 - 11.2009