Junior Acosta Moronta
Salt Lake City,UT
Summary
Proactive Customer Financial Services Representative and Quality Control Supervisor with extensive experience in collections, financial analysis, and team leadership. Skilled in negotiation, financial planning, and process optimization, offering strong problem-solving abilities and attention to detail. Dedicated to enhancing customer satisfaction and driving operational efficiency. Experienced Financial Services Consultant and proven leader at building vibrant businesses by developing new prospects and accounts and managing customer relationships to achieve sales goals. Dedicated to generating customer goodwill and loyalty by developing key relationships with decision-makers. Demonstrated leverage network of customer contacts to increase understanding of customer needs and employ business-growth strategies.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Financial Services Representative
Alorica
- Developed rapport with customers, fostering loyalty and repeat business.
- Collaborated with cross-functional teams to identify opportunities for process improvements and customer retention initiatives.
- Demonstrated flexibility and adaptability, seamlessly transitioning between different roles within the customer financial services team as needed.
- Assisted customers in understanding their financial statements, providing clarity regarding charges or fees.
- Handled a diverse range of client portfolios, ensuring personalized attention was given to each account holder''s unique needs.
- Provided support during high call volume periods, maintaining professionalism under pressure.
- Enhanced customer satisfaction by addressing and resolving financial inquiries in a timely manner.
- Identified potential fraudulent activity, implementing security measures to protect customer accounts.
- Coordinated efforts between multiple departments such as collections, credit solutions, and risk management when necessary for customer issue resolution.
Collections Agent
Complete Recovery
01.2024 - Current
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Counseled debtors on payment options and arranged installment agreements.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
Production Team Lead
First Source Salutation
05.2018 - 04.2020
- Collaborated with cross-functional teams to optimize workflows, resulting in increased productivity levels.
- Attained higher product consistency through the development and enforcement of standardized operating procedures.
- Boosted morale, fostering a positive work environment through open communication and supportive leadership practices.
- Planned, scheduled, and delegated daily work to team of employees.
- Tracked daily production, inventory usage and notable incidents to support operational planning and strategic decision making.
- Streamlined communication channels between departments in order to facilitate information flow and enhance collaboration.
- Organized work to meet demanding production goals.
Quality Control Supervisor
Exela Technologies
12.2014 - 04.2018
- Supported audits and led teams to fully investigate quality control processes and root out deficiencies.
- Trained workers in different departments in improved procedures designed to enhance quality and eliminate errors.
- Supervised and directed quality control personnel through effective mentoring, coaching and work delegation.
- Streamlined production efficiency by optimizing quality control procedures for maximum output.
- Ensured adherence to safety guidelines throughout all aspects of the production process, resulting in an improved workplace environment for employees.
Education
No Degree - Esl As Second Lenguajes
Salt Lake Community College
Salt Lake City, UT03.2018
High School Diploma -
Ue San Gregorio Magno
Maracaibo Venezuela07.2013
Skills
- Goal-Oriented
- Financial Planning
- Computer Skills
- Organization
- Documentation
- Negotiation
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
Certification
Management and Leadership
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Collections Agent
Complete Recovery
01.2024 - Current
Production Team Lead
First Source Salutation
05.2018 - 04.2020
Quality Control Supervisor
Exela Technologies
12.2014 - 04.2018
Customer Financial Services Representative
Alorica
No Degree - Esl As Second Lenguajes
Salt Lake Community College
High School Diploma -
Ue San Gregorio Magno
Management and Leadership
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