Overview
Work History
Education
Skills
Certification
Timeline
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Joanie Benitez

St. Cloud,Florida

Overview

20
20
years of professional experience
1
1
Certification

Work History

Collections Specialist

Synchrony Financial Inc
05.2021 - Current
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Processed payments and applied to customer balances.
  • Negotiated to collect balance in full.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Trained new team members on scripts, company services, and collection strategies.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Achieved performance goals on consistent basis.
  • Counseled debtors on payment options and arranged installment agreements.
  • Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Entered client details and notes into system for interdepartmental access and review.
  • Established relationships with customers to encourage payment of delinquent accounts.
  • Responded to customer inquiries and provided detailed account information.
  • Processed debtor payments and updated accounts to reflect new balance.
  • Researched billing errors and discrepancies to initiate corrective action.

Pawn Manager

EZ Corp.
08.2007 - 05.2021
  • Priced and resold items that remained unclaimed by owners.
  • Negotiated sale prices to reach target profit margins while reaching suitable pricing for customer.
  • Performed store open and close procedures as part of shift responsibilities.
  • Welcomed customers to shop and offered to answer questions on merchandise.
  • Assisted clients with merchandise questions regarding musical instruments, jewelry and electronics.
  • Complied with local, state and federal laws in reviewing identification, obtaining thumbprints and verifying serial numbers against law enforcement databases.
  • Organized store shelves to display most attractive inventory.
  • Estimated value and gave appraisals of merchandise for prospective clients.
  • Prepared all paperwork, checked identifying information and documented transactions.
  • Assessed quality and value of incoming items and offered customers loans.
  • Greeted incoming customers and offered to evaluate and assess items for appraisal.
  • Monitored day-to-day activities of shop, communicating issues with shop owners and closely watching over inventory.
  • Processed new inventory to ready for stocking on sales floor.
  • Checked, organized and displayed inventory attractively to promote patron interest.
  • Performed weekly inventory checks and ran reports.
  • Monitored aging inventory and placed collateral up for sale upon payoff of loan terms.
  • Organized stock overflow room and moved stock to show room when space was available.
  • Generated new loan business by making phone calls to potential clients.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.

Pawnbroker

Cash America
01.2004 - 08.2007
  • Negotiated sale prices to reach target profit margins while reaching suitable pricing for customer.
  • Performed store open and close procedures as part of shift responsibilities.
  • Priced and resold items that remained unclaimed by owners.
  • Received and processed payments for loan values and item purchased, recording transactions in [Type] system.
  • Welcomed customers to shop and offered to answer questions on merchandise.
  • Estimated value and gave appraisals of merchandise for prospective clients.
  • Organized store shelves to display most attractive inventory.
  • Assessed quality and value of incoming items and offered customers loans.
  • Prepared all paperwork, checked identifying information and documented transactions.
  • Assisted clients with merchandise questions regarding musical instruments, jewelry and electronics.
  • Complied with local, state and federal laws in reviewing identification, obtaining thumbprints and verifying serial numbers against law enforcement databases.
  • Monitored day-to-day activities of shop, communicating issues with shop owners and closely watching over inventory.
  • Checked, organized and displayed inventory attractively to promote patron interest.
  • Greeted incoming customers and offered to evaluate and assess items for appraisal.
  • Processed new inventory to ready for stocking on sales floor.
  • Monitored aging inventory and placed collateral up for sale upon payoff of loan terms.
  • Organized stock overflow room and moved stock to show room when space was available.
  • Generated new loan business by making phone calls to potential clients.
  • Performed weekly inventory checks and ran reports.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Built relationships with customers and community to promote long term business growth.
  • Contributed to team objectives in fast-paced environment.
  • Informed customers of promotions to increase sales productivity and volume.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Set and achieved company defined sales goals.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
  • Trained new employees on customer service, money handling and organizing strategies.
  • Maintained current knowledge of evolving changes in marketplace.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Presented professional image consistent with company's brand values.
  • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
  • Developed and maintained strong working relationships with professionals within assigned territory.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Achieved or exceeded company-defined sales quotas.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Negotiated prices, terms of sales and service agreements.
  • Stayed current on company offerings and industry trends.
  • Recorded accurate and efficient records in customer database.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Met existing customers to review current services and expand sales opportunities.

Education

Associate of Arts -

Valencia College
Orlando, FL

GED -

Adult Learning Center Osceola
Kissimmee, FL
01.2018

Skills

  • History Research
  • Payment Posting
  • Business Correspondence Writing
  • Account Review
  • Outbound Calling
  • Collections
  • Payment Acceptance
  • Goals and Performance
  • New Hire Training
  • Supply Ordering
  • Finance
  • Team Oversight
  • Credit and Collections
  • Performance Improvements
  • Customer Research

Certification

NSA Certificate

NSA Loan Signing Agent

Timeline

Collections Specialist

Synchrony Financial Inc
05.2021 - Current

Pawn Manager

EZ Corp.
08.2007 - 05.2021

Pawnbroker

Cash America
01.2004 - 08.2007

Associate of Arts -

Valencia College

GED -

Adult Learning Center Osceola

NSA Certificate

NSA Loan Signing Agent

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Joanie Benitez