Joel Martinez
Chicago,IL
Summary
Result-driven Collections Account Manager recognized for high productivity and efficient task completion. Skilled in negotiation, conflict resolution, and customer relationship management. Excel at leveraging communication, empathy, and problem-solving skills to achieve resolutions that benefit both company and clients. Committed to maintaining professionalism and integrity in challenging situations.
Overview
9
9
years of professional experience
Work History
Collections Account Manager
Consumer Portfolio Services
Chicago, IL
09.2023 - Current
- Managed collections process for consumer accounts to ensure timely payments.
- Developed strategies to improve customer communication and reduce delinquency rates.
- Analyzed account data to identify trends and recommend collection actions.
- Collaborated with team members to resolve complex account issues efficiently.
- Utilized CRM software to track account status and manage customer interactions.
- Conducted regular follow-ups with customers regarding outstanding balances and payment plans.
- Facilitated meetings to review collection performance and share best practices among team members.
- Identified opportunities for process improvement within the collections department.
- Adhered to established policies regarding debt collection processes and procedures.
- Maintained detailed records of all collection activity including calls, emails, letters and payments received.
- Analyzed financial data such as income, expenses, assets and liabilities to determine an appropriate payment plan for each customer.
- Managed a portfolio of delinquent accounts and implemented strategies to reduce delinquency.
- Negotiated repayment arrangements with customers to ensure timely payments were made.
- Provided excellent customer service while collecting past due amounts from customers.
- Researched account discrepancies and identified areas of improvement in the collections process.
- Developed relationships with customers to encourage resolution of overdue accounts.
- Reviewed customer account information and updated records as needed.
- Prepared monthly reports on collection activities, aging status and performance metrics.
- Conducted skip tracing activities to locate customers who had not responded to collections efforts.
- Verified accuracy of customer information prior to initiating contact for collections.
- Ensured compliance with applicable laws related to debt collection practices.
Business Account Specialist
Verizon Wireless
Chicago, Illinois
09.2021 - 09.2023
- Managed customer accounts and provided tailored solutions for diverse business needs.
- Analyzed billing discrepancies and resolved issues to ensure accurate invoicing.
- Collaborated with cross-functional teams to enhance customer service initiatives.
- Conducted account reviews to identify opportunities for service upgrades and enhancements.
- Educated clients on new products and services to improve overall satisfaction.
- Utilized CRM software to track client interactions and streamline communication processes.
- Developed strong relationships with clients to foster long-term partnerships and trust.
- Provided information and answered questions via personal meetings, telephone calls, and email.
- Identified opportunities for cost savings through process optimization initiatives.
- Conducted research on industry trends, market conditions, and competitors' activities.
- Worked closely with sales teams to provide support in closing new deals.
- Worked with customers to identify needs and suggest appropriate products.
- Processed account applications, including credit checks and document reviews.
- Provided customer service to business clients over the phone and in person.
- Developed and maintained relationships with customers through regular contact.
- Assisted clients with setting up online accounts for their businesses.
- Analyzed financial statements to determine whether customers met credit requirements.
Help Desk Support Specialist
T-Mobile
Chicago, IL
09.2019 - 09.2021
- Provided technical support for mobile devices and service issues.
- Resolved customer inquiries using advanced troubleshooting techniques.
- Documented solutions in the ticketing system for future reference.
- Provided technical assistance and troubleshooting for customers with hardware, software, and network issues.
- Resolved customer complaints by identifying problems, determining causes, selecting solutions, and implementing corrective actions.
- Diagnosed system errors using event viewer logs and other diagnostic tools.
- Responded to customer inquiries via phone, email, or chat support.
Sales Representative Team Leader
Tmobile
Chicago, IL
09.2017 - 09.2019
- Trained new representatives on products, services, and customer engagement techniques.
- Led sales team in achieving monthly sales targets and improving performance.
- Collaborated with management to identify market trends and sales opportunities.
- Maintained knowledge of industry developments to effectively educate customers on offerings.
- Developed and implemented team strategies to increase sales productivity.
- Resolved customer complaints promptly and professionally.
- Maintained detailed records of all sales activities within the team's CRM system.
- Developed key customer relationships to increase sales.
- Demonstrated product features to align with customer needs.
- Ensured compliance with company policies and regulations at all times.
Education
Some College (No Degree) - Business Accountancy
Parkland College
Champaign, ILSkills
- Collections management
- CRM software
- Payment negotiation
- Data analysis
Languages
Spanish
Native/ Bilingual
Timeline
Collections Account Manager
Consumer Portfolio Services
09.2023 - Current
Business Account Specialist
Verizon Wireless
09.2021 - 09.2023
Help Desk Support Specialist
T-Mobile
09.2019 - 09.2021
Sales Representative Team Leader
Tmobile
09.2017 - 09.2019
Some College (No Degree) - Business Accountancy
Parkland College