Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kariana castro

Summary

Experienced collections professional with high standard for achieving results. Proven track record in debt recovery, account management, and customer communication. Strong focus on team collaboration and adaptability to changing needs. Reliable problem-solver with keen understanding of financial systems and regulations.

Overview

14
14
years of professional experience

Work History

Collections Representative

Gateway Financial Solutions
06.2021 - Current
  • Processed payments and contracts on accounts.
  • Counseled debtors on payment options and arranged installment agreements.
  • Demonstrated exceptional problem-solving abilities in addressing complex collection scenarios, leading to successful resolutions.
  • Contributed to improved cash flow by consistently meeting or exceeding monthly recovery goals set by management.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.

Customer Service Representative

Merchants and Medical Credit Corp.
01.2019 - 06.2021
  • Manage inbound and outbound customer calls in a timely manner
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • 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.

Server

Black Rock
01.2017 - 01.2019
  • Promptly address customer service issues and refer customers to management when necessary
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.

Call Center Customer Service Representative

Morley Companies
01.2011 - 01.2013
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

High School Diploma -

Heritage High School
Saginaw, MI
06-2011

Skills

  • Detailed record keeping
  • Data entry
  • Organizing and prioritizing work
  • Decision-making
  • Documentation processing
  • Excellent communication
  • Relationship building
  • Adaptability
  • Interpersonal skills
  • Multitasking Abilities
  • Calm and professional under pressure

Timeline

Collections Representative

Gateway Financial Solutions
06.2021 - Current

Customer Service Representative

Merchants and Medical Credit Corp.
01.2019 - 06.2021

Server

Black Rock
01.2017 - 01.2019

Call Center Customer Service Representative

Morley Companies
01.2011 - 01.2013

High School Diploma -

Heritage High School

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Kariana castro