Juan Diaz
San Antonio,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Strong researcher with top-notch follow-through and meticulous attention to detail.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Collections Agent
Spectrum
05.2023 - Current
- Negotiated payment plans with customers to ensure timely repayment of debt
- Developed collection methods to achieve or exceed company financial goals
- Reviewed documents such as contracts, invoices, letters and emails related to customer accounts
- Maintained accurate records of all customer contact attempts and account updates in the database system
- Analyzed customer data to identify potential areas of improvement within the collections department
- Arranged debt repayment or established schedules for repayment based on customer's financial situation
- Investigated historical data for each debt or bill to identify concerns and determine optimal course to bring account current.
Collections Representative
Conns Home Plus
05.2022 - 05.2023
- Utilized strong communication and interpersonal skills to maintain positive relationships with customers while collecting outstanding balances
- Researched and analyzed accounts to determine the best course of action for collections
- Accurately documented all customer interactions and payment agreements in the collection software
- Quantified debtor balances to avoid late payments and bad credit
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Assessed customer service data to identify and address improvement opportunities
- Achieved performance goals on consistent basis
- Processed payments and applied to customer balances
- Negotiated to collect balance in full.
Mentor
Atento
03.2021 - 05.2022
- Facilitated the development of new agents
- Attended the agents needs
- Followed various communication scripts when speaking to a caller
- Identified customer needs, answered questions, and solved problems
- Demonstrated strong problem-solving skills with the ability to handle several customer needs with ease
- Used multiple programs to solve callers' needs
- Managed large amounts of inbound and outbound calls in a timely manner
- Built sustainable relationships and engaged customers by going the extra mile
- Met personal/team qualitative and quantitative targets
- Seized opportunities to upsell products to customers.
Third Key Holder
Money Mart Pawn
08.2019 - 03.2021
- Processed deposits
- Worked closely with customers to understand their needs resulting in $100,000 in revenue
- Calculated sales, total purchases, received, and processed payments
- Maintained copies related to sales, loans, and transfers
- Arranged merchandise for generation of income
- Opened and balanced cash registers
- Organized vouchers and slips
- Handled customer de-escalation
- Educated staff on strategies for handling difficult customers and challenging situations
- Opened store 2 days per week by counting registers, making deposits, and storing and filing all daily paperwork.
Sales Clerk
Goodwill
01.2019 - 08.2019
- Answered questions about prices, availability, and inventory
- Executed floor work, greeted customers, and stocked
- Opened and balanced cash registers
- Handled POS system transactions.
Education
Associates History -
San Antonio College
06.2022
Skills
- Strong written and verbal skills, including the ability to effectively communicate with customers who may be upset or difficult to work with
- Ability to analyze and solve problems related to collections and customer service
- Problem-solving aptitude
- Negotiation
Certification
Texas Real Estate License
Issued: 05/2024
License#: 823127
Languages
Spanish, Limited
Languages
Spanish
Limited
Timeline
Collections Agent
Spectrum
05.2023 - Current
Collections Representative
Conns Home Plus
05.2022 - 05.2023
Mentor
Atento
03.2021 - 05.2022
Third Key Holder
Money Mart Pawn
08.2019 - 03.2021
Sales Clerk
Goodwill
01.2019 - 08.2019
Associates History -
San Antonio College