Jennie Gonzalez
sales collections customer service
Santa Ana,CA
Summary
Results-driven Collection Customer Service Representative with expertise in customer relationship building, problem-solving, and attention to detail. Proven ability to enhance customer satisfaction and optimize collection efforts through effective payment plan implementation.
Results-driven Collection Customer Service Representative with proven skills in customer relationship building and problem-solving. Committed to enhancing customer satisfaction and optimizing collection efforts.
Overview
8
8
years of professional experience
Work History
Collection Customer Service Representative
AWA
1045 W KATELLA AVE ORANGE CA 92867
03.2019 - Current
- Managed high-volume inbound and outbound calls to resolve customer inquiries and payment issues.
- Assisted customers in setting up payment plans, enhancing customer satisfaction and retention rates.
- Collaborated with cross-functional teams to streamline collection processes and improve response times.
- Trained new team members on collections software and best practices for effective customer interaction.
- Developed and maintained accurate records of customer interactions using CRM systems for tracking purposes.
- Analyzed account histories to identify trends, recommending strategies to optimize collection efforts.
- Led initiatives to reduce outstanding balances through targeted communication strategies and follow-ups.
- Monitored compliance with regulatory standards, ensuring adherence to company policies during collections activities.
- Conducted thorough investigations of disputed charges, ensuring accurate billing information was provided to customers while maintaining strict adherence to company policies.
- Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
Sales Associate
Disneyland Resort
1330 N HARBOR BLVD ANAHEIM CA
09.2018 - 02.2026
- Delivered exceptional customer service, enhancing guest experiences and satisfaction.
- Assisted in managing daily sales operations to meet and exceed targets.
- Collaborated with team members to optimize product displays and inventory management.
- Trained new associates on sales techniques and company policies for improved performance.
- Led special promotional events, driving engagement and boosting store traffic significantly.
- Analyzed customer feedback to identify areas for service improvement and operational efficiency.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Helped customers locate products and checked store system for merchandise at other sites.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
Education
Bachelor of Science - Business Administration
California State University, Fullerton
Fullerton, CA01-2002
Skills
Goal oriented Been doing for 30 yrs collections customer service
- Debt collection
- Assertiveness
- Skip tracing
- Stress tolerance
- Goal oriented
- Collections optimization
- Payment plan implementation
- Payment agreements
Stress tolerance
Skip tracing
Assertiveness
Debt collection
Customer relationship building
Patience and persistence
Customer consultation
Payment plan implementation
Payment agreements
Collections optimization
Teamwork
Teamwork and collaboration
Customer service
Problem-solving
Attention to detail
Problem-solving abilities
Multitasking
Updating customer accounts
Debt settlement
Data entry skills
Debt recovery
Relationship building
Self motivation
Languages
Spanish
Native or Bilingual
Timeline
Collection Customer Service Representative
AWA
03.2019 - Current
Sales Associate
Disneyland Resort
09.2018 - 02.2026
Bachelor of Science - Business Administration
California State University, Fullerton