Joshua Gerena
Management
Davenport,FL
Summary
Experienced Collections Specialist bringing 4+ years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.
Overview
4
4
years of professional experience
Work History
Supervisor of Affiliated Collections
CardWorks Servicing
11.2022 - Current
- Used probing techniques to determine debtors' reasons for delinquency.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Counseled debtors on payment options and arranged installment agreements.
- Negotiated to collect balance in full.
- Worked with customers and collections representatives to monitor documentation, reduce customer disputes 70% and collect invoices in timely fashion.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Trainer/Coach
CardWorks Servicing
04.2022 - 11.2022
- Wrote training manuals for onboarding employees and entry level positions according to strict company guidelines and department protocols.
- Created and oversaw affiliated collections training programs for operations.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring by 20%.
- Collaborated with local employers to identify job opportunities for clients.
- Developed lesson plans, instructional materials and written practice tests for onboarding coaches for upcoming training courses.
Affiliated Collections Specialist
CardWorks Servicing
05.2020 - 11.2021
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Researched accounts and completed due diligence to resolve collection problems.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Established relationships with customers to encourage payment of delinquent accounts.
- Responded to customer inquiries and provided detailed account information.
Pharmacy Technician
Publix Pharmacy
10.2018 - 05.2020
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
- 10+ years of pharmacy background experience.
Education
Associate of Arts - Liberal Arts And Geneoral Studies
Daytona State College
Daytona Beach, FL05.2020
Skills
- Employee Retention
- Staff Coaching
- Portfolio Review
- Records Management
- Credit and Collections
- Scripted Conversations
- Payment Acceptance
- Goals and Performance
- Log Keeping
- Accounts Payable and Accounts Receivable
- New Hire Training
- Customer Escalation Point
- Collections Procedures
- Persuasion Strategies
- Organizational Skills
- Event Planning
- Acquisition Management
- Balance Management
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Supervisor of Affiliated Collections
CardWorks Servicing
11.2022 - Current
Trainer/Coach
CardWorks Servicing
04.2022 - 11.2022
Affiliated Collections Specialist
CardWorks Servicing
05.2020 - 11.2021
Pharmacy Technician
Publix Pharmacy
10.2018 - 05.2020
Associate of Arts - Liberal Arts And Geneoral Studies
Daytona State College