Julia Martinez
San Angelo,TX
Summary
Dedicated professional with extensive experience in customer support and debt collection. Skilled in empathetic communication and complex problem-solving, consistently achieving favorable outcomes while ensuring high levels of customer satisfaction.
Overview
10
10
years of professional experience
Work History
Debt Collector
Transworld Systems Inc.
San Angelo, TX
04.2025 - 04.2026
- Conducted outbound calls to collect overdue payments from clients.
- Maintained accurate records of interactions and payment agreements in database systems.
- Negotiated repayment plans tailored to individual client circumstances and financial capabilities.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Ensured compliance with federal and state regulations governing debt collection practices.
- Achieved successful settlements by skillfully negotiating terms agreeable to both parties involved in disputes.
- Worked effectively in fast-paced environments.
- Implemented quality assurance measures to ensure the accuracy and consistency of call handling, resulting in a high level of service for callers.
Processing Service Representative
Performant
San Angelo, TX
05.2017 - 09.2024
- Ensured timely and accurate data entry, resulting in improved case management.
- Minimized manual system errors with streamlined data entry process.
- Supported accurate record-keeping with diligent data entry and file management.
- Streamlined application review process, enhancing accuracy and reducing turnaround time.
- Collaborated with internal teams to refine loan servicing processes, driving operational efficiency improvements.
- Provided exceptional customer service, addressing borrower inquiries and concerns promptly and professionally.
- Streamlined data entry process for improved efficiency and reduced errors.
Assistant Store Manager
Melrose Family Fashions
San Angelo, TX
03.2016 - 05.2017
- Supervised daily store operations to ensure efficient workflow and exceptional customer service.
- Trained and mentored staff on sales techniques and product knowledge to enhance team performance.
- Implemented visual merchandising strategies that improved store presentation and customer engagement.
- Analyzed sales data to identify trends, optimizing inventory management and promotional strategies.
- Developed employee schedules to maintain staffing levels in line with business needs and peak hours.
- Resolved customer inquiries and complaints promptly, fostering a positive shopping experience.
- Conducted regular audits of inventory levels to minimize shrinkage and ensure accurate stock control.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
Customer Service Representative
Sitel
San Angelo, TX
11.2015 - 03.2016
- Resolved customer inquiries and complaints efficiently through various communication channels.
- Provided accurate information on products and services to enhance customer satisfaction.
- Documented customer interactions in CRM systems to maintain comprehensive records.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Streamlined call handling process for improved caller experience and reduced waiting times.
- Utilized advanced software tools proficiently for efficient call handling, data entry, and reporting purposes.
- Consistently met performance indicators in terms of call handling time and issue resolution rates.
Education
GED -
Ysleta Learning Center
El Paso, TXAssociate of Applied Science - Medical Assistant
Career Centers of Texas
El Paso, TX09-2004
Skills
- Debt recovery strategies
- Goal-oriented mindset
- Complex Problem-solving
- Account management
- Call center background
- Data entry
- Microsoft Excel
- Microsoft Office
- Microsoft Outlook
- Problem identification
- Call management
- De-escalation techniques
- Technical support
- Clear communication skills
- Outstanding active listening skills
- Empathy and tactfulness
- Teamwork and positive attitude
Languages
Spanish
Full Professional
Timeline
Debt Collector
Transworld Systems Inc.
04.2025 - 04.2026
Processing Service Representative
Performant
05.2017 - 09.2024
Assistant Store Manager
Melrose Family Fashions
03.2016 - 05.2017
Customer Service Representative
Sitel
11.2015 - 03.2016
GED -
Ysleta Learning Center
Associate of Applied Science - Medical Assistant
Career Centers of Texas