Joanna Aguilar

• Greeting guests, answering questions, and providing a superior experience.
• Answering and routing phone calls, responding to emails, and managing communications.
• Keeping the front desk tidy, maintaining schedules and calendars, and filing documents.
• Mail and packages, receiving, distributing, and sending mail and packages, and signing for packages.

• Researching companies to determine the likelihood of a sale, and qualifying leads to ensure they meet company criteria.
• Creating and implementing strategies.
• Conducting market research to identify potential leads, and developing lead generation strategies.
• Communicating with potential leads and nurturing them through consistent interaction.
• Collaborating with the sales team.
• Ensuring a smooth handoff of qualified leads, and helping the sales team understand the likelihood of a sale.
• Analyzing and reporting.
• Tracking lead generation performance metrics, and staying up-to-date with industry trends and best practices.
• Maintained daily dialer system.

• Over the phone payment processing.
• Assisting with any questions or concerns the customer has about the items they financed.
• Made welcome calls to new customers.
• Call past due accounts and collect payments.
• Maintain 100-200 calls daily.
• Collaborated with upper management on special projects.

• Develop and manage the contact and leads database, make outbound calls to drive on campus or on location appointments, conduct appointments and tours to complete the process; and represent Otterbein at various public functions.
• Greet and assist onsite guests.
• Answer inbound telephone calls, route and message appropriately.
• Maintain safe and clean reception and common areas.
• Create and maintain project tracking spreadsheets.
• Undertakes daily administrative tasks to ensure the functionality and coordination of the department’s activities.
• Supports marketing team members in organizing various projects.
• Conducts market research and assists in media placement.
• Updates / maintains spreadsheets and databases with statistical information.
• Assists with organizing promotional events and traditional or digital campaigns.
• Communicates directly with clients and encourages trusting relationships.
• Organizes and schedules meetings, including contacting participants, booking rooms, and ordering catering.
• Sorts and distributes all incoming and outgoing mail and other correspondence.
• Prepares courier packages.
• Assists department staff in meeting deadlines for various tasks and projects, as required.
• Good understanding of office management and marketing principles.
• Demonstrable ability to multi-task and adhere to deadlines.
• Excellent written and verbal communication skills.
• Well-organized with a customer-oriented approach.
• Epicor business software knowledge is a plus.
• Proficient in MS Office (Word, Excel, and Outlook)
• Internet navigation savvy.
• Sharp communication and people skills.
• Outstanding attention to detail.
• Possess excellent business etiquette when corresponding via email.
• Multi-tasker with the ability to prioritize.

• Managing subscriptions, establishing recurring and usage billing processes, initiating manual discounts and invoice adjustments, and handling billing discrepancies and disputes.
• Helped American Express customers with questions, comments or concerns of membership points.

Enterprise Recovery Systems Inc.

Role: Account Specialist

10/17/2010-08/09/2016

• Responsible for reaching out to customers to collect payment for overdue bills, loans, or other payments. Acts as the middle men between the client and customer.
• Describe resolution options and benefits to the borrower, negotiating the best possible arrangement for the consumer, our client(s) and ERS.
• Receive and respond to collection-related inquiries in a prompt and professional manner.
• Maintain an expert and up-to-date knowledge of collection specialist job duties, requirements and abilities.
• Comply with all policies, procedures, and relevant federal/state laws and regulations for client(s) being worked including but not limited to: Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA),

Privacy Act and Federal Information Security Management Act (FISMA.

• Ensure proper system notation is made for all activity on accounts.
• Maintain a professional work demeanor and environment at all times.

Position: AWG (Administrative Wage Garnishment) Verifier

08/11/2014-08/07/2015

• Responsible for obtaining verifications of employment and accurate location information for defaulted borrowers.
• Skip-tracing.
• Proficiency in Microsoft Office Suite including and not limited to Word, Excel, and Outlook.
• Assist Manager, fax, copy, scan, filing, mail out hearings, work on reports, send out notices to employers.
• Quota Attainment required to maintain and handle over 200 accounts a day. Expanded support responsibility from a guaranteed loan associate to working for a federal contractor.
• Assist manager by taking incoming calls for the department.
• Expectations were to remain energetic, possess the ability to communicate effectively in order to transfer all customer interpersonal issues to correct personnel.

Role: Receptionist/Payment Processor

10/17/2010 - 08/1/2014

• Create a positive first impression by welcoming visitors and clients in person.
• Answer and route incoming calls, respond to voicemails and emails, and return missed calls.
• Receive, sort, distribute, and dispatch daily mail.
• Maintain calendars and schedule meetings.
• Help visitors navigate the office, solve problems, and direct them to the appropriate person.
• Make copies, prepare vouchers, handle transcription and faxing, and record office expenses.
• Manage security and telecommunications systems, manage meeting room availability, and coordinate events.
• Processed credit card payments.
• Completed Daily reports to managers.
• Worked with management (problem solving).

• Processing title loans or smart loans to new customers.
• Compute customer payments.
• Marketing.
• Providing superior customer service.
• Making courtesy and past due calls to customers.
• Cash handling.

• Calling to verify certain information and obtain leads.
• Transfer calls to specific departments.
• Utilizing A.S.400 software system to verify information and take notes.